Customer Experience Analyst

Summary

Join Kaizen Gaming, a leading GameTech company, as a Customer Experience Analyst in Belgium! You will play a key role in enhancing the customer experience for our Betano brand. This involves collecting and analyzing customer data, identifying trends, and providing actionable insights to improve our products. You will collaborate with cross-functional teams, create reports, and present findings to stakeholders. We offer a dynamic work environment and a comprehensive benefits package.

Requirements

• Bachelor's degree in Business, Marketing, Analytics, or a related field
• Proven experience of 2-5 years in data analysis, customer experience, or a related role
• Proficiency in data analysis tools such as Excel, SPSS and data visualization tools (e.g., Tableau, Power BI)
• Strong analytical skills with the ability to translate data into actionable insights
• Excellent communication and presentation skills
• Detail-oriented, proactive and able to work effectively in a fast-paced environment
• Fluency in French, Flemish & English skills, both written and verbal

Responsibilities

• Collect, analyze and interpret customer data to identify trends, preferences and areas of concern
• Utilize analytical tools and methodologies to generate actionable insights that drive improvements in customer experience
• Monitor key performance indicators (KPIs) related to customer satisfaction, engagement and loyalty
• Map out customer journeys to understand the end-to-end experience and identify opportunities for optimization
• Collaborate with UX/UI teams to enhance the user interface and streamline the customer journey
• Analyze customer feedback from various sources, such as surveys, interviews, reviews and support interactions to uncover insights and suggestions for improvement
• Provide recommendations for addressing customer concerns and enhancing satisfaction
• Create comprehensive reports and presentations that communicate findings, insights and recommendations to relevant stakeholders
• Present data-driven insights to cross-functional teams and management to guide decision-making

Preferred Qualifications

• Master's degree
• Previous experience in the gambling industry
• Familiarity with customer journey mapping and UX/UI principles

Benefits

• Private health insurance
• Monthly meal allowance
• Competitive pay and bonus scheme
• Developmental 360° feedback framework
• Unlimited access to Udemy & continuous training
• A buddy will support you with your onboarding