Insights Analyst

**About the role**

At Entain, we truly value our customers and strive to create exceptional experiences for them. This is where the Insights Analyst, Voice of Customer role comes in, as a vital part of our Customer Innovation and Technology Department.

As an Insights Analyst, you will play a crucial role in bringing our Customer Experience strategy to life. Your expertise in analysing and interpreting customer feedback will be instrumental in driving our customer-centric approach. By managing the listen, learn, and act cycle for customer interactions and episodes throughout their journey, you will help us continuously improve and deliver outstanding experiences.

By joining us in this role, you'll have a unique opportunity to make a meaningful impact on our customers' experiences and contribute to our overall success.

**About Entain**

At Entain Australia, the customer is at the centre of everything we do. We think differently about opportunities and thrive on innovation for our customers. To do this, we invest in the best talent to deliver our ambitions.

Our vision is to be the world leader in sports wagering, gaming, and venue entertainment. We are creating exciting and trusted experiences for our customers and revolutionising the wagering and entertainment space as we go. We’re experts in safer gambling and the company that is at the forefront of responsibility.

**What you’ll do**
- Utilize customer insights and analytics to prioritise the customer experience and ensure customer-centric decision-making throughout the business.
- Analyse existing data and insights to identify and address key drivers of customer contact, aiming to reduce the Propensity to Contact (PTC) rate and enhance the customer journey.
- Collaborate with stakeholders to manage and address customer feedback, insights, and analytics requests, maximising the opportunities presented and supporting change initiatives.
- Combine CX insights with internal data to develop a comprehensive understanding of customer sentiment and behaviour, connecting VOC/PTC with business performance and customer loyalty.
- Generate reports, briefings, and presentations to influence stakeholders and monitor project impact.
- Support leaders in delivering information sessions, presentations, and change and communication activities related to projects.

**Who we’re looking for**
- Experience managing VOC programs and analytics platforms (e.g., Salesforce, Medallia, Qualtrics).
- Proficiency in analysing qualitative and unstructured information to generate meaningful insights.
- Excellent communication skills (verbal, written, and interpersonal).
- Proven ability to build relationships and influence stakeholders across the organisation.
- Self-motivated and capable of working independently with mínimal supervision in a structured environment.
- Effective prioritisation, deadline management, and goal achievement in a dynamic and complex setting.
- Ability to assess and recommend process/procedure enhancements for improved efficiency.
- Bonus: Experience with Salesforce and Power BI.

**Why Entain**
- Genuinely flexible work arrangements - we aim to be in the office two days a week, but we want you to work the way that best suits you and your life.
- 9-day fortnights - Yep that’s right
- Up to 12 weeks of Paid Parental leave.
- Heavily subsidised gym memberships and other paid-for services as part of our wellness calendar.
- Free onsite barista and fully stocked fridge and pantry for breakfast and lunch.
- Extensive learning and development programs so you can expand your expertise.
- Company-wide events to recognise and celebrate the great work of our team.
- We LOVE Entertainment, and Racing and Sports are at the heart of everything we do. So, it only makes sense that we provide access to free and discounted tickets to sporting and racing events.

As a global employer, Entain is committed to providing a safe, fun, and inclusive culture where our people feel like they truly belong. We are a multicultural business that values, celebrates and respects individual differences, so whatever your sexuality, gender, gender identity, ability, age, race, religion, or belief, you will have a voice here, and the space to do your best work. Our diverse internal networks provide support for you to express your views and make a positive difference.