The Role

As Customer Experience (CX) Strategist, you  will report to the Head of CX, the CX Strategist will be supporting various customer experience improvement projects and activities. You'll be working with and translating customer feedback, data, and insights into customer experience improvement opportunities that help us towards our company's CX Strategy, driving these proactively with key stakeholders, and championing the customer, our product, and the journeys more broadly to the wider organisation.

Responsibilities

• Opportunity spotting: earlier this year, we launched our “North Star CX Principles” – a blueprint for the business on how to win the hearts of our customers – and deliver growth. Work hand-in-hand with our wider analytics team and other key stakeholders to develop a holistic understanding of our customer journeys (leveraging customer journey mapping, data analytics, customer feedback, and user research); continually identify and prioritize customer experience improvement opportunities that will help Kindred deliver against our company strategy and our “North Star CX Principles”.
• Insights into action: work with and support our CX Strategy Manager in bringing together and influencing key teams and stakeholders, executing on insights in the best way to improve our customer journeys.
• Close the loop on CX progress: work with wider analytics teams to provide key Business Owners and teams a consolidated view of relevant reporting dashboards, KPIs, and insights indicating how we're progressing towards our company's CX goals.
• Championing a CX-mindset: bring the business closer to our customers and journeys, product, and CX strategy using a variety of internal tools and forums (i.e. new employee “customer journey” trainings, customer insights and data round-ups on our internal comms channels, “North Star CX Principle” Roadshows etc).
• Ad hoc reporting and research support: Prepare insights reports and customer surveys, as needed, to flesh out and support CX business cases and our North Star CX Principles; support CX Strategy Manager in planning for and delivering Punters' Pulse customer closeness sessions quarterly.

Candidate qualification & experience

Essential

• Strong data literacy – Able to draw meaningful conclusions from data and ask the right questions.
• Strong business acumen – Apply business awareness to data interpretation and to translation of analysis into insight.
• Ability to bring insights to life with compelling storytelling and presentation skills.
• Ability to work on and co-ordinate multiple projects.
• Proactive approach to problem-solving and collaborative stakeholder management.

Desirable

• Experience previously analysing data using SQL, Python, R or similar statistical package (the expectation is not that you will be doing data analysis day-to-day, but a working knowledge of this might help ad hoc data self-service and understanding of the work coming out of wider analytics teams more broadly).
• Familiarity with a wide range of data analytics techniques and their applications in the business.
• Experience in the online gaming industry.