Customer Experience Analyst

Let's start with the role

Our team is growing fast, and we are looking for an experienced professional with local presence in the respective market, to take on and expand the CX Operations of our Betano brand in Bulgaria.

At Kaizen Gaming, the best customer experience is one of our top priorities and the end goal of everything we do. The Customer Experience (CX) team is responsible for evaluating the customer perception of our products and offering recommendations to the product development teams on how to meet or exceed our users’ expectations. 

• Prepare and execute customer research by using various techniques (customer interviews, online surveys, focus groups, etc.);
• Engage active interaction with customers & analyze customer feedback to create reports related to customer voice;
• Work as a project officer to deliver specific tasks/projects assigned and related to Customer Satisfaction;
• Evaluate success and long-term impact of implemented changes by installing and monitoring appropriate control metrics (CSAT/CES);
• Reproduce issues reported by our customers, analyze, communicate and follow up on key findings with various stakeholders;
• Work closely with other divisions / teams to resolve customer pain points in an efficient way;
• Proactively identify improvement areas to enhance customer experience and operational efficiency;
• Identify pain points in current internal processes, products and tools and initiate solutions and process refinements.

What you'll bring

• At least 2 years of relevant professional experience;
• Excellent command of Bulgarian language and good command of English, both verbal & written;
• Ability to process, analyze and synthesize data;
• Project management skills;
• Excellent communication skills and ability to influence senior stakeholders;
• Prior experience in the online gaming industry will be considered a strong asset.