Customer Insights & Improvement Specialist
Description
ABOUT THE ROLE
The Customer Insights & Improvement Specialist will join our dynamic Customer Service Operations team, which is dedicated to delivering exceptional experiences by understanding and addressing customer needs. This role is pivotal in driving organisational improvements by capturing and analysing the Voice of the Customer (VoC) and turning insights into impactful actions.
As part of this role, you will lead initiatives that involve collecting customer feedback, identifying trends, and uncovering pain points to ensure our customers’ voices are heard and acted upon. You’ll collaborate closely with cross-functional teams, including Product, Engineering, Quality Assurance, and frontline Customer Support teams, to champion data-driven decisions that improve processes, products, and overall satisfaction.
This is a unique opportunity to shape the customer journey, implement programs directly influencing strategic decisions, and see tangible results from your efforts. If you’re passionate about improving customer experiences and enjoy working in a collaborative, data-centric environment, this role offers the chance to make a meaningful impact.
YOU WILL BE RESPONSIBLE FOR:
- Listening to Customers: Implement and oversee VoC programs, collecting customer feedback through surveys, support interactions, NPS scores, and other channels.
- Analyzing Customer Sentiment: Use text and sentiment analysis tools to turn customer feedback into actionable insights, highlighting pain points and improvement opportunities.
- Identifying Trends: Analyze customer service data to uncover trends, recurring issues, and areas for improvement.
- Root Cause Analysis: Investigate issues at a deeper level, determining root causes of common customer complaints or obstacles to customer satisfaction.
- Reporting & Dashboards: Develop visual reports and dashboards to communicate insights to relevant teams, ensuring a shared understanding of key insights.
- Liaison Between Teams: Work closely with product, engineering, and quality assurance teams to relay customer needs and ensure they are addressed in product improvements.
- Stakeholder Management: Engage regularly with stakeholders, delivering reports and recommendations on how to enhance customer experience.
- Implementing Improvements: Partner with operational teams to drive process changes, product updates, and training programs based on VoC insights.
- Measuring Impact: Track the impact of improvements on customer satisfaction, efficiency, and other KPIs.
OUR SUCCESSFUL CANDIDATE WILL HAVE:
- Minimum of 2 years relevant experience : Working in an operational role.
- Excellent Understanding of all Customer Operations Functions : We need your knowledge to reach our goals, along with an understanding of project management, managing tickets, stakeholder management, and data analysis.
- Communication Skills : Communication is vital; therefore, we are looking for someone who excels in handling communication at all levels and presentation skills.
- Advanced analytical, decision-making and problem-solving skills. We need your data analytics and reporting skills to develop our best solutions.
- Languages: English is our primary language of communication within LeoVegas, though proficiency in additional languages is a valued asset.
WHO ARE WE?
At the core of LeoVegas Group, is Team Leo. Our culture is our foundation and is what enables us to innovate, build, and lead as we trailblaze our way through the igaming industry. We’re a team of over 1400 innovators, initiators, and groundbreakers working in a fast-paced and agile environment across 11 offices world-wide.
BENEFITS
- Hybrid work policy
- 4 weeks of Workation (T&C apply)
- Well-being allowance to support your active lifestyle
- Private health insurance
- Discounts across a range of retailers, gyms, bars & restaurants
- We offer an employee assistance program that can provide help and guidance during challenging moments.
- For non-Malta residents, we offer a relocation package with 3 weeks of accommodation and flights.
JOIN US!
In our pride, we like to empower our teammates to find their roar and run with their wildest ideas. We don’t wait around for things to happen, we pounce and make it happen!
If you think you would be a good fit for the Leo pride - give us a roar!
**As our company working language is English we’d like to see your CV in English please**
