The Role

At FDJ UNITED, we don't just follow the game, we reinvent it. 

FDJ UNITED is one of Europe's leading betting and gaming operators, with a vast portfolio of iconic brands and a reputation for technological excellence. With more than 5,000 employees and a presence in around fifteen regulated markets, the Group offers a diversified, responsible range of games, both under exclusive rights and open to competition. We set new standards, proving that entertainment and safety can go hand in hand. Here, you'll work alongside a team of passionate individuals dedicated to delivering the best and safest entertaining experiences for our customers every day. 

We're looking for bold people who are eager to succeed and ready to level-up the game. If you thrive on innovation, embrace challenges, and want to make a real impact at all levels, FDJ UNITED is your playing field. 

Join us in shaping the future of gaming. Are you ready to LEVEL-UP THE GAME? 

What will you do? 

The online gaming industry is fast-paced and fiercely competitive — and at FDJ United, customer experience defines our edge. Our CX team plays a key role in defining how we deliver differentiated, insight-driven experiences across our online brands. As part of the Automation & Insight team, we're leading the transformation of CX — combining data, AI, and innovation to shape the future of customer engagement across FDJ's online business. 

As CX Strategy Manager, you'll be a key driver in translating the Group's CX vision into reality — ensuring that customer data, insight, and feedback directly lead to meaningful improvements in experience and measurable business results. 

You'll take ownership of major CX initiatives across our online brands, turning opportunities into tangible delivery and impact. Working closely with the Head of CX, Automation & Insight team, Product teams, and senior stakeholders, you'll help embed a CX-first mindset across the business and champion AI-enabled transformation in how we design and deliver experiences. 

This is a hands-on, delivery-focused role that balances strategic thinking with executional excellence — and provides mentoring and guidance to the wider team to help maximise impact. 

Your key responsibilities: 

• Drive CX Improvement Delivery: Own and execute high-impact CX initiatives that improve core journeys and deliver measurable uplift in CSAT, retention, and conversion. 

• Transform Insight into Action: Synthesise customer feedback, data, and qualitative research into clear opportunities for improvement — supported by evidence-based business cases. 

• Champion AI and Automation in CX: Lead the identification and delivery of AI-enabled CX use cases — from automated feedback loops to process improvements. 

• CX Storytelling and Influence: Craft compelling narratives and recommendations that engage senior stakeholders and drive action across Product, Marketing, and Technology teams. 

• Customer Research Leadership: Design and lead customer focus groups and engagement sessions to uncover unmet needs, working with internal partners to turn findings into commercial initiatives. 

• Mentor and Support the CX Team: Provide day-to-day support, helping develop capability and ensure consistent delivery impact across all projects. 

• Measure and Report Impact: Define success metrics for initiatives and work with analytics teams to track performance and share results across the organisation. 

• CX Evangelism: Act as a visible champion of customer experience within FDJ United, supporting initiatives like CX Central and Punters' Pulse to embed a CX-first culture. 

• Build Strategic Partnerships: Cultivate relationships with key technology vendors, industry peers, and internal stakeholders to accelerate CX innovation 
• Ensure that you, and your team, adhere to the Governance, Risk & Compliance (GRC) obligations within your direct responsibility and control.
• Ensure any non-compliance incidents within your team are raised through the appropriate channels (Compliance Incidents Process) and that your team are informed of any reporting processes relevant to them.
• Challenge processes, policies and projects that will negatively impact compliance within the Group.
• Ensure your team's completion of all mandatory compliance trainings within the set deadline.
• Reach out to the Compliance Teams if unsure of any of your compliance obligations or the requirements are unclear.

What have you done? 

You bring a mix of strategic acumen, delivery experience, and storytelling strength — able to turn insight into action and inspire change through evidence and narrative. 

• 5–7 years' experience in Customer Experience, CX Strategy, or related roles, ideally in a digital or regulated environment (online gaming, financial services, or telecoms). 

• Proven track record of delivering measurable CX improvements and transformation initiatives that have improved satisfaction, loyalty, or commercial performance. 

• Demonstrable understanding of AI and automation opportunities in CX and ability to apply them in real-world business contexts. 

• Experience designing and leading customer research programmes (e.g., focus groups, surveys, qualitative sessions) and translating findings into actionable improvements. 

• Strong analytical capability — able to combine multiple data sources (CX metrics, customer feedback, behavioural analytics) into powerful insight and recommendations. 

• Superior presentation and storytelling capabilities — able to deliver compelling presentations to C-suite executives, board members, and large internal audiences, translating complex CX data into clear, actionable narratives 

• Experienced in CX measurement tools such as Qualtrics, Medallia, or similar. 

• Collaborative, proactive, and comfortable operating autonomously in a fast-paced, matrixed environment. 

Nice to haves 

• Experience in online gaming, digital entertainment, or other regulated industries. 

• Familiarity with automation and AI tooling (for example n8n, OpenAI, Veed, Make,) to streamline CX processes. 

• Strong interest in the evolving role of AI, automation, and data orchestration in creating differentiated customer experiences.