Customer Experience Analyst

We are Kaizen Gaming

Kaizen Gaming, the team powering Betano, is one of the biggest GameTech companies in the world, operating in 20 markets. We always aim to leverage cutting-edge technology, providing the best experience to our millions of customers who trust us for their entertainment.

We are a diverse team of more than 2.700 Kaizeners, from 40+ nationalities spreading across 3 continents.

Our #oneteam is proud to be among the Best Workplaces in Europe and certified Great Place to Work across our offices. Here, there’ll be no average day for you. Ready to Press Play on Potential?

Let's start with the role

Our team is growing fast, and we are looking for an intermediate-level professional with local presence in Colombia to take on and expand the CX operations of our Betano brand in Colombia.

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 collecting the customer feedback, analyzing and evaluating the customer perception of our products and also offering recommendations to the product development teams on how to meet or exceed our users’ expectations.

As a Customer Experience Analyst, you will:

Data Analysis and Insights:

• Collect, analyze, and interpret customer data to identify trends, preferences, and pain points.
• 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.

Customer Journey Mapping:

• 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.

Feedback Analysis:

• 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.

Reporting and Presentation:

• 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.

Collaboration and Strategy:

• Collaborate with various teams & different stakeholders to implement customer-centric strategies and initiatives.

What you will bring:

• Bachelor's degree in Business, Marketing, Analytics, Psychology, Anthropology or a related field. Master's degree is a plus;
• Proven experience (3 years) in data analysis, customer experience, or a related role;
• Previous experience in the gambling industry will be considered an asset;
• Proficiency in data analysis tools such as Excel, 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;
• Familiarity with customer journey mapping and UX/UI principles is advantageous;
• Demonstrated AI-first mindset, actively leveraging AI tools and assistants to improve productivity, problem-solving and decision-making. Continuously explores new AI capabilities and champions their practical adoption within teams, using AI as a natural part of day-to-day work rather than a supplementary tool.

Kaizen Gaming Perks

• 🕑 Hybrid way of working
• 🏃 A buddy will support you with your onboarding
• 💸 Competitive pay and bonus scheme
• 👩‍⚕️ Private health insurance for you and your family
• 💰 Monthly meal allowance
• ⭐Developmental 360° feedback framework
• 📚 Unlimited access to Udemy & continuous training
• 👨‍👩‍👧‍👦 Family Support
• #LI-Hybrid

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We are an equal opportunity employer committed to fostering a diverse and inclusive workplace. We welcome applications from individuals of all backgrounds, regardless of race, gender, religion, sexual orientation,or age.

Responsible for collecting, analyzing, and interpreting customer data to identify trends and pain points, utilizing analytical and visualization tools like Excel, Tableau, Power BI, and monitoring KPIs. This includes mapping customer journeys, collaborating with UX/UI teams, analyzing feedback from surveys and support, and providing recommendations to improve satisfaction. Requires creating comprehensive reports and presentations for stakeholders and collaborating on customer-centric strategies. Candidates need a Bachelor's degree in a related field, 3 years of experience in data analysis or customer experience, strong analytical, communication, and presentation skills, familiarity with customer journey mapping and UX/UI principles, and an AI-first mindset.