// Open Role at Sporty Group
Lead customer experience initiatives end-to-end for Sporty Group, focusing on systemic improvements to address root causes of customer friction and drive CX metrics in a high-volume environment.
About the role
We are seeking a Customer Experience Improvement Manager (CX Improvement Manager) to lead the end-to-end implementation and optimisation of high-impact customer experience initiatives. This newly created role will build upon our existing quality audit and failure demand analysis and translate them into proactive, systemic initiatives that address root causes and prevent recurring customer friction.
The (CX Improvement Manager) will identify the root causes of both reasons that drive users to seek help (i.e. contact our Customer Service teams) and also reasons for customer dissatisfaction (DSAT). Using these insights the role holder will partner cross-functionally with CS, Quality, Operations, Product and Tech teams to project-manage operational solutions - such as proactive incident communications, automated surge protocols, improvements to our AI Virtual Assistant and social media engagement playbooks.
If you are a data-driven operations specialist who thrives on solving systemic friction, building scalable workflows, and directly moving CX metrics, this role is for you.
What you'll be doing
Execute High-Impact CX Initiatives: Project-manage core quality programs
30-60-90 Day Impact Roadmaps: Design and execute structured roadmaps focused on addressing top customer contact and DSAT drivers (e.g. bet settlement queries, policy related concerns and deposit/withdrawal challenges).
Maintain, triage and manage (i.e. verify, categorise, prioritise) the operational backlog of bugs, intent gaps, and UX improvements for the AI Virtual Assistant, serving as the bridge between frontline CS teams and Product to drive continuous bot performance.
Product & Tech Integration: Partner with CS, Product, Ops and Tech teams to implement initiatives like dynamic, event-driven in-app alerts and automated IVR messaging to deflect/intercept inbound ticket surges before they reach live agents.
CSAT & DSAT Management: Own overall CSAT/DSAT performance, linking root causes for dissatisfaction to improvement initiatives and measuring the direct benefit of changes made.
Social Media & ORM Optimization: Revamp Online Reputation Management (ORM) playbooks for X (Twitter), Telegram and Facebook, transitioning teams from highly manual and robotic responses to more automated and efficient ways of working whilst retaining a context-aware engagement approach.
What you'll bring
Even better if
If you're interested, we encourage you to apply! Every application is reviewed by a member of our team (AI is not used in our recruitment process), and we aim to respond within 48 hours.
5+ years in Customer Operations, Quality Management or CX Project Management, preferably in high-volume environments (Fintech, iGaming, E-commerce or Tech). Proven track record of managing cross-functional initiatives across Product, Tech, and Customer Operations using methodologies like Agile or Lean. Strong proficiency in customer support analytics, queue management metrics (AHT, FCR, ART, Shrinkage), and identifying trends within unstructured customer feedback (verbatims/DSAT surveys). Comfort with API-driven integrations, IVR routing logic, automated helpdesk workflows and social media management tools. Exceptional written and verbal communication skills; ability to distill complex technical outages into simple, empathetic customer-facing copy and clear executive updates.