Customer Experience Analyst
Description
Our team is growing fast, and we are looking for an intermediate-level professional with local presence in Colombia to take on and expand the CX operations of our Betano brand in Colombia. At Kaizen Gaming, the best customer experience is one of our top priorities and the end goal of everything we do. The Customer Experience (CX) team is responsible for collecting the customer feedback, analyzing and evaluating the customer perception of our products and also offering recommendations to the product development teams on how to meet or exceed our users’ expectations.
Responsibilities
- Collect, analyze, and interpret customer data to identify trends, preferences, and pain points.
- Utilize analytical tools and methodologies to generate actionable insights that drive improvements in customer experience.
- Monitor key performance indicators (KPIs) related to customer satisfaction, engagement, and loyalty.
- Map out customer journeys to understand the end-to-end experience and identify opportunities for optimization.
- Collaborate with UX/UI teams to enhance the user interface and streamline the customer journey.
- Analyze customer feedback from various sources, such as surveys, interviews, reviews, and support interactions, to uncover insights and suggestions for improvement.
- Provide recommendations for addressing customer concerns and enhancing satisfaction.
- Create comprehensive reports and presentations that communicate findings, insights, and recommendations to relevant stakeholders.
- Present data-driven insights to cross-functional teams and management to guide decision-making.
- Collaborate with various teams & different stakeholders to implement customer-centric strategies and initiatives.
Requirements
- Bachelor's degree in Business, Marketing, Analytics, Psychology, Anthropology or a related field.
- Master's degree is a plus.
- Proven experience (3 years) in data analysis, customer experience, or a related role.
- Previous experience in the gambling industry will be considered an asset.
- Proficiency in data analysis tools such as Excel, and data visualization tools (e.g., Tableau, Power BI).
- Strong analytical skills with the ability to translate data into actionable insights.
- Excellent communication and presentation skills.
- Detail-oriented, proactive, and able to work effectively in a fast-paced environment.
- Familiarity with customer journey mapping and UX/UI principles is advantageous.
Benefits
- Competitive pay & bonus scheme
- Family Support
- Hybrid way of working
- Monthly meal allowance
- Private health insurance for you & your family