Customer Experience Manager

**Gaming**:
Welcome to the world of land-based gaming. At Light & Wonder, it’s all about the games, and our Gaming team builds cutting-edge technology, products, and content for the most iconic casinos and operators across the globe.

**Position Summary**

**Who we are?**

With a team of over 6,000 passionate individuals, Light and Wonder is at the forefront of innovation in the gaming industry. Our three unique businesses units work seamlessly together to build cutting-edge technology, develop jaw-dropping digital gaming content, and support the success of iconic casinos, operators, and online gaming providers across the globe. We are now seeking a highly skilled and experienced Customer Experience Manager to join our team.

**Job Summary**:
Reporting to the Head of Customer Strategy, you will work closely with the Head of Customer Strategy to delve into customer insights across the end-to end sales lifecycle. You will be responsible in assisting the Head of Customer Strategy with a broad range of topics and projects leading growth, delivering efficiency and moving us toward best-in-class customer experience and compliance. The role requires a strong grounding in cross-functional collaboration, long term strategic planning and an ability to solve problems ‘on-the-fly’ to bring Light and Wonders vision and values to our valuable customer base.

You will be adept at concise communication and leverage your skills to manage complexity and summarize messages to bring the business on the journey. Through our products, service and experience proposition, you will help drive the customer agenda and overall experience and connections that ultimately strengthens brand loyalty.

**Duties and Responsibilities**:
Working closely with the Sales Team, Head of Customer Strategy and ANZ MD to structure, prioritize and execute against a significant and diverse change agenda including:

- Assisting in developing and communicating the CX vision and sequenced actions required to bring this to life including developing and driving key customer metrics across the organization
- Help move the business to more data-informed insights and decision-making by ensuring the customer experience is always prioritized.
- Lead and manage customer experience transformation projects, leveraging data, research, and industry best practices to design and execute impactful initiatives e.g. closed loop feedback programme
- Develop and analyse customer feedback, survey results, and operational data to identify customer pain points and define action plans to address experience gaps
- Building reporting progress and insights, opportunities and recommendations to senior leadership

**Knowledge, Skills and Abilities**:

- Knowledge on quantitative or qualitative research methodologies
- Ability to use data to support and drive decision making.
- Experience or exposure to customer-centric support and service design approaches - including design thinking, journey mapping, experimentation and interaction
- Proficiency in using customer experience tools and software such as customer feedback management systems, CRM platforms, and data analytics software to developing insights
- Advanced written and oral communication / interpersonal skills with the ability to present ideas, perspectives and
- Issues to senior management and large audiences
- Advanced analytical, structured problem-solving and organisation skills, as well as a high attention to detail.
- Demonstrated ability to work with and incorporate multiple data sources
- Cross functional change management and decision making
- Experience in working under pressure, managing multiple conflicting priorities and meeting timeframes
- Adhere compliance initiatives, ensuring industry leading practices are followed
- Strong presentation, negotiation and influencing skills
- Experience in mental agility unpacking complex instructions - track and follow
- Strong EQ & IQ

**Experience, Education and Qualification**:

- 5+ years industry or consulting experience with strengths in clear communication, managing complexity and influencing
- Experience in delivering customer experience and strategy
- Have a strong CX understanding and passion
- Experience
- A demonstrated ability in translating customer preferences, regulatory requirements

**Australia LnW hosts the current No #1 game Dragon Train smashing goals across the globe. Join at this exciting time and be part of the journey ahead..**

**Our values**:

- We uphold Integrity
- We never Settle
- We celebrate Perspectives
- We dare to be Bold
- Win as a Team

**All the good stuff**:

- Hybrid work structure *where appropriate
- Company Paid Parental Leave
- Free onsite parking
- Free onsite gym
- Access to Linked in Learning Suite
- Fruit baskets/Cheese Toasties
- Novated Car Lease
- Volunteer Program
- Rewards & Recognition Program
- EAP Program
- Fun and Inclusive culture

**_A workplace where you belong: _**
- When you apply, let us know any reasonable adjust