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Graduate Customer Experience Analyst

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 1,700 people, with office location across the globe, and have consistently been ranked one of the UK'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 restructured our delivery model around the 7 core experiences that customers go through on our sites and apps every day: Join & Leave, Pay & Withdraw, Get Communication & Rewards, Play Sports, Play Gaming, Be in Control, and Get Help. The Customer Experience Analytics team sits within the Experience Office as an integral part of these seven Experience teams, working with Experience Owners to ensure the continual prioritization of what matters most to our customers, and helping to deliver the best solutions possible.

 

Reporting to the Customer Experience Analytics Manager, you will be using data to support and coordinate the management and delivery of various customer experience improvement projects and activities.

This role can be based in either our London or Stockholm office.

 

What will you be doing?

 

  • Work across 2 of our 7 core experiences, analyzing customer feedback and conveying actionable insights to Kindred Experience Owners and other key stakeholders.
  • Be the voice of the customer by unearthing customer pain-points, improvement opportunities and future needs to drive innovation, and champion these throughout the business.
  • Drive and help maintain customer survey processes which allow us to report on player satisfaction and NPS measurement at brand, market, product & customer journey level.
  • Work closely with our 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 in order to plug research gaps for the Experiences you work closest with.
  • Facilitate and participate in a variety of internal customer experience workshops, including customer journey mapping sessions.

 

What have you done?

 

  • Some form of proven work experience in customer experience (CX), market research or strategy roles.
  • Exceptional attention to detail and high standard of delivery.  
  • Ability to work with and manipulate datasets in order to extract relevant insights.
  • Proven track record of using insights/data to feed strategic decisions.
  • Experience using a variety of qualitative and quantitative research techniques. Prior survey design and analysis experience a plus.
  • Familiarity with customer satisfaction metrics a plus.
  • Strong technical skills that include familiarity with reporting, analytics and a comfort with customer experience measurement systems.
  • Ability to plan, manage, and successfully drive multiple complex projects simultaneously.
  • 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.
  • Ability to consider wider business context and demonstrate sound thinking when making recommendations.

 

Application process

 

Click on the "Apply Now" button and complete the short web form. Please add a covering letter in English to let us know your motivation for applying and your salary expectation. Our Talent Acquisition team will be in touch soon.

 

Kindred is an equal opportunities employer committed to employing a diverse workforce and an inclusive culture. As such we oppose all forms of discrimination in the workplace. We create equal opportunities for all our applicants and will treat people equally regardless of and not limited to, gender, age, disability, race, sexual orientation. We are committed not only to our legal obligations but also to the positive promotion that equal opportunities bring to our operations as set out in our sustainability framework.

 

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Not suited to this role but interested in working at Kindred Group?

We are always on the lookout for talented, passionate people to join our global teams so if you'd like us to let you know when suitable jobs come up, please click on “Register for Alerts”.

 

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Location
Kindred House, 17-25 Hartfield Road, Wimbledon, London, United Kingdom, SW19 3SE
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  • Office:
    London, Stockholm
  • Type of Employment:
    Full Time Permanent
  • Reference Number:
    EXO0127
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25 Days Holiday
Private Medical
Wellbeing Allowance
Maternity/Paternity leave
Eye test
3 days CSR leave
Shares
Pension
Anniversary awards
Travel loan
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