Customer Experience Analyst

IT Internet and Technology - Marketing, PR and Web Design


RecruitGibraltar are currently recruiting for a Customer Experience Analyst to join a household name in the Online Gaming Sector with an excellent reputation in its field of expertise. They are a forward thinking Company and seek employees who have the same drive and motivation in their chosen career. Their desire to retain their market leading position means that all aspects of their business model are managed with a view to being the best and providing an outstanding working environment for their staff in all their locations.

What is the plan for the Customer Experience Analyst role?

Analysing the performance and customer experience on the websites and Apps. This involves understanding the business goals and major problem areas, identifying opportunities for optimization and growth, and producing actionable recommendations with concrete impact on the bottom line, following them through implementation and post deployment impact analysis.

What will you do as a Customer Experience Analyst?

On a daily basis, you will be responsible for extracting and analysing data from our various data sources, drawing actionable insights to enable decision making on the key questions facing all areas of operations & development.
Applying a mix of qualitative and quantitative analysis techniques you will produce insights that help the business improve the customer experience on our websites & apps and ultimately increase conversion and/or remedy break points in the customer journey.
You should be comfortable in the web analytics ecosystem and draw on data from various web analytics tools such as Google Analytics, Adobe Analytics, ClickTale, Decibel, EyeQuant, HotJar, CrazyEgg, Maxymiser, Optimizely, PowerBI or Tableau.
You will own your research findings and present them to major stakeholders and key decision makers ensuring you deliver a clear message that the business can act upon. Your findings should be in the form of data based recommendations for improvement/development.
Drive accountability across all our product teams for consistent customer experiences by inspecting and measuring customer experience performance and taking action to improve customer satisfaction and increase customer loyalty.
Discuss with all stakeholders their on-site tracking & reporting needs. Ensure that tags are deployed on site and data is received in the expected format. Create reports based on stakeholder requirements and automate processes wherever possible.
Liaise with the Customer Operations team to ensure all customer issues are captured, analysed and triaged for action; follow up with team(s) to share progress and delivery dates and complete PIR process on all change to prove/validate ROI on changes

What do you know that makes you a great Customer Experience Analyst?

Significant experience working within online gaming.
Expert in customer experience analysis with previous experience across multiple products, verticals or brands.
Analytical skills: you approach data with the right questions and know how to recognize trends; you develop and use structured approaches to identify root causes and opportunities. You cross validate your findings using data from multiple sources; the capacity to learn new methods of analysis and constant self-learning are critical.
Presentation skills: you donít report stats or send out reports Ė you tell stories backed up by data. You are comfortable presenting to a broad audience of stakeholders, and are not afraid to defend your findings in a discussion. You know how to formulate and present your story depending on the audience.
Keen knowledge of sports and gaming with a strong understanding of the attraction and principles of customer experience optimisation.
Strong industry knowledge with a good understanding of the customer life cycle and critical break points within it; keen understanding of customer satisfaction metrics and how to develop customer performance across the organisation; experience in CX/UX within a similar profile of organisation.

Salary circa £40k based on experience with bonus, an excellent relocation package and private healthcare.

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