Senior Manager, Voice of Customer

Company Description

At bet365, we're one of the world's leading online gambling companies, revolutionising the industry since 2000. Founded by Denise Coates CBE, we now employ over 9,000 people and serve over 100 million customers in 27 languages. Our focus on In-Play betting has solidified our market-leading position, offering an unmatched experience across 96 sports and 700,000 streaming events. With over 750 concurrent sporting fixtures at peak and more live sports streamed than anyone else in Europe, we handle over 6 billion HTTP requests daily and process more than 2 million bets per hour at peak.

We empower our employees to push boundaries and explore new ideas, cultivating a culture that celebrates and rewards creativity. This offers employees a wealth of opportunities for growth, giving them the opportunity to make a real impact in the world of online gambling. As a forward-thinking company, we’re breaking new ground in software innovation too, redefining what’s possible for our customers worldwide.

Job Description

As a Senior Manager, Voice of Customer, you will analyze customer attitudes and behaviors to drive enhancements across our platforms.

This is a pivotal role driving where you will be an integral part of our team, analyzing customer attitudes and behaviors to drive enhancements across our platforms.

You will develop and implement innovative survey methodologies, synthesize insights into actionable narratives and create dashboards that track customer feedback and satisfaction metrics. Managing complex projects and bridging the gap between Business and technical requirements, your strong analytical and communication skills will enable you to present findings to stakeholders. You will make recommendations on enhancing the customer experience across all channels.

With a focus on aligning customer experience initiatives with Business objectives, you will build lasting relationships with internal teams and external partners.

The salary range for this position is $108,000 - $155,000 annually.

This role is eligible for inclusion in the Company’s hybrid working from home policy.

Qualifications

• Experience within the online betting and gambling industry.
• Experience building teams that monitor business performance and present to executive teams.
• Strong educational background, with an undergraduate degree or higher in a Business Management discipline.
• Highly developed numeracy and analytical skills, with a naturally inquisitive nature.
• Ability to communicate effectively and professionally at all levels.
• Ability to research complex topics quickly and accurately including legislative and compliance matters.
• Confidence working with complex detail and high-level concepts or strategies.
• Ability to work both independently and as part of a team.
• Excellent planning and organizational skills.

Additional Information

• Analyzing customer attitudes, motivations, and behaviors using Voice of Customer (VoC) feedback and data analytics.
• Communicating insights to Business Partners and developing scorecards for company-wide CX data integration.
• Designing and maintaining dashboards to monitor customer feedback, trends, sentiment and satisfaction metrics.
• Identifying key integration points in the customer journey, aligning with the unique needs of each Business line.
• Collaborating with cross-functional teams to ensure research findings inform strategic decisions.
• Conducting regular trend analysis to identify opportunities for enhancing the customer experience.
• Developing and implementing survey methodologies to gather actionable insights from customers.
• Presenting research findings and recommendations to stakeholders at all levels.
• Fostering strong relationships with internal teams and external partners to drive collaboration.
• Championing a customer-centric culture across the Business, promoting the value of user insights.

bet365 provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.