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    Customer Experience Analyst

    BettingJobs are working with a very successful sportsbook and casino operator who are looking to add a Customer Experience Analyst to their team in Sofia.

    Responsibilities:

    • Prepare and execute customer research by using various techniques (customer interviews, online surveys, focus groups, etc.).
    • Engage active interaction with customers & analyse customer feedback to create reports related to customer voice.
    • Work as a project officer to deliver specific tasks/projects assigned and related to Customer Satisfaction.
    • Evaluate success and long-term impact of implemented changes by installing and monitoring appropriate control metrics (CSAT/CES).
    • Reproduce issues reported by our customers, analyse, communicate and follow up on key findings with various stakeholders.
    • Work closely with other divisions / teams to resolve customer pain points in an efficient way.
    • Proactively identify improvement areas to enhance customer experience and operational efficiency.
    • Identify pain points in current internal processes, products and tools and initiate solutions and process refinements.

    Requirements:

    • At least 2 years of relevant professional experience.
    • Excellent command of Bulgarian language and good command of English, both verbal & written.
    • Ability to process, analyse and synthesize data.
    • Project management skills.
    • Excellent communication skills and ability to influence senior stakeholders.
    • Prior experience in the online gaming industry will be considered a strong asset.

    Consultant

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