Trainer & CX Specialist
Casumo is an international online casino company looking for a customer-focused and data-driven Trainer & CX Specialist. This role involves designing and delivering engaging training programs, driving continuous improvement initiatives, and using customer insights to enhance employee performance and overall customer experience. The specialist will work cross-functionally to identify training needs, improve processes, and ensure teams are equipped with the necessary skills, knowledge, and tools to succeed.
- Design, develop, and deliver training programs for new hires and existing employees.
- Cover a range of areas including product knowledge, customer service, soft skills, and specialized topics such as Risk, Fraud, and Payments.
- Facilitate onboarding, refresher sessions, and ongoing coaching.
- Use a variety of methods (e-learning, workshops, simulations, role-play) to create engaging learning experiences.
- Evaluate training effectiveness and continuously improve content based on feedback and performance data.
- Analyze Voice of Customer (VoC) data and CX metrics (NPS, CSAT, CES, FCR, contact drivers) to identify improvement opportunities.
- Translate insights into actionable improvements (CTQs).
- Identify process inefficiencies and opportunities for automation or optimization.
- Support or lead improvement initiatives using methodologies such as Lean, Six Sigma, or Design Thinking.
- Monitor system and AI performance (e.g. bot resolution, deflection rates) and recommend enhancements.
- Define project scope, objectives, and success metrics in collaboration with stakeholders.
- Track progress, measure outcomes, and communicate updates.
- Maintain clear documentation and ensure timely delivery of initiatives.
- Act as a bridge between CX strategy and employee development.
- 2+ years of experience in operations (e.g. Gaming, Contact Centre, BPO, or Financial Services)
- 2+ years of experience in training and facilitation (technical, soft skills, onboarding)
- Strong understanding of CX principles and methodologies (Lean, Six Sigma, Design Thinking – certification is a plus)
- Experience working with CX metrics (NPS, CSAT, CES, FCR) and translating data into actionable insights
- Knowledge of Risk, Fraud, and Payments processes is an advantage
- Excellent communication, facilitation, and stakeholder management skills
- Strong analytical and problem-solving abilities
- Experience with LMS platforms, MS Office, and QA/analytics tools
- Ability to manage multiple projects and priorities in a fast-paced environment
- Passion for learning, development, and continuous improvement
- Private health insurance
- Wellness incentives, including a fitness allowance and mental well-being services
- 2 weeks Work From Anywhere (10 days), increased to 4 weeks (20 days) after longer duration of employment within the Company: explore the world while working remotely
- Office lunches - three times per week
- Access to some of the greatest tools and platforms for developing your professional skills and building success within your role
- A range of training courses, known as Casumo College, for continuous learning and growth
- Social events for building strong relationships with colleagues from all across the organisation
At Casumo, we don’t do “ordinary.” We launched in Sweden in 2012 to shake up the online casino world, and we’ve been colouring outside the lines ever since. Today, we’re live across regulated markets under licences from the MGA, Gibraltar, UK, Sweden, and Spain. We’re bold, but we’re also buttoned-up where it counts. Inside the Umoverse, you’ll find thousands of games, a live casino, a slick sportsbook, daily campaigns (we call them Umodays), live leaderboards (Umoboards), and an award-winning app built to make play fast, fun, and seamless. Behind it all? A team of 45+ nationalities spread across Malta, Gibraltar, North Macedonia, Croatia, Spain, and Serbia - curious minds who thrive on creativity and collaboration. Our vision? To create a trusted, responsible gaming environment that transforms everyday moments into lasting memories.