Customer Experience Analyst (Ontario)

We are Kaizen Gaming

Kaizen Gaming is the leading GameTech company in Greece and one of the fastest-growing in Europe, with the Stoiximan brand in Greece and Cyprus and Betano in Germany, Romania, Bulgaria, Czech Republic, Portugal, Brazil, Chile, Peru, Ecuador and Canada. Our aim is to leverage cutting-edge Technology in order to provide the optimum experience to those who trust us for their entertainment.

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 Ontario, Canada.

Let's start with the role

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.

As a Customer Experience Analyst you will:

• Engage active interaction with special segments of customers & analyze customer feedback to create reports related to customer voice;
• Evaluate success and long-term impact of implemented changes by installing and monitoring appropriate control metrics (CSAT/CES);
• Work as a project officer to deliver specific tasks/projects assigned and related to Customer Satisfaction;
• Identify pain points in current internal processes, products and tools and initiate solutions and process refinements.
• 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;
• Communicate directly with special segments of customers and request feedback;
• Prepare and execute customer research by using various techniques (customer interviews, online surveys, focus groups, etc.);

Requirements & Qualifications

We are looking for a professional with a customer-centric approach to help us improve our processes and solutions to enhance the customer experience of our products and services across Kaizen Gaming.

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

Kaizen Gaming Perks

💸Competitive salary package and bonus scheme.

⭐Clear career paths & a developmental 360° feedback framework.

📚 Unlimited access to Udemy & continuous training for all your learning and development needs.

🏃 A buddy will support you with your onboarding.