Customer Experience Strategy Manager

About the role

Kindred Group is one of the world's largest online sports betting and gaming companies with over 30 million customers worldwide across 9 brands. We're a diverse team of 2,000 people, with office locations across the globe, and have consistently been ranked one of Stockholm's best places to work.

The online gaming industry is a fast-paced, customer-centric industry, and at Kindred, we're serious about improving our customers' experience. So serious that we've organized our delivery model around the 6 core experiences that customers go through on our sites and apps every day: Customer Onboarding & Player Sustainability, Pay & Withdraw, Communication & Rewards, Sportsbook, Gaming, and Customer Support. The Customer Experience (CX) team sits within the Strategy Department as an integral part of these six business areas, working day-in and day-out with Business & Delivery Owners to ensure the continual prioritization of what matters most to our customers, and helping to deliver the best solutions possible, while also working with senior leadership to help shape future long-term business strategy.

Reporting to the Head of CX, you will be using data to drive and coordinate the management and delivery of various customer experience improvement projects and activities.

What will you be doing?

Work across Kindred's key strategic initiatives, using customer data to feed actionable insights to business owners and senior leadership, ensuring we execute on our current strategy in a customer-centric way.
Kindred are building our own Sportsbook platform! Be a trusted data & insights champion for the Sportsbook team on this project influencing what we deliver in MVP scope, measuring post-launch performance, and driving CX projects with the team to continually improve the product.
Work with the wider Strategy team and senior leadership to effectively report on performance towards our strategic ambitions, using CX KPIs.
Help shape Kindred's strategic direction, continually identifying top global customer pain-points affecting business performance and working with senior leadership to ensure these are addressed through our strategic initiatives.
Work with the wider CX team to drive customer survey processes which allow us to report on player satisfaction and NPS measurement at brand, market, product & customer journey level.
Work closely with Kindred's Analytics and UX Research teams to develop a holistic understanding of our customers using a variety of data sources (customer surveys, Customer Support data, web analytic metrics, and app ratings/reviews).
Create and send ad hoc customer surveys as required to plug research gaps for your Sportsbook & wider strategy work.

What have you done?

5+ years of proven work experience in customer experience (CX), strategy, or market research roles.

What you must have?

Proven track record of using insights/data to feed strategic decisions.
Exceptional attention to detail and high standard of delivery. Must be able to balance numerous projects at once.
Ability to work with and manipulate datasets to extract relevant insights.
Experience using a variety of qualitative and quantitative research techniques. Prior survey design and analysis experience a plus.
Familiarity with customer satisfaction metrics.
Strong technical skills that include familiarity with reporting, analytics, and a comfort with customer experience measurement systems.
Knowledge of sports betting a plus.

Project Execution:

Ability to plan, manage, and successfully drive multiple complex projects simultaneously.

Communication and Stakeholder Management:

A track record of building and sustaining excellent internal and external relationships at all levels.
Powerful interpersonal skills with an ability to influence a diverse range of stakeholders.
Superior reporting and presenting skills including mastery in storytelling, ability to engage stakeholders and communicate ideas clearly and concisely.

Judgment: