Customer Experience Lead

**What's in it for you?**

Your work will be highly visible across the organisation, and you will have a seat at the table where you can advocate for the player's perspective in product decisions. This will give you the opportunity to have a real impact on our players' satisfaction and loyalty, as well as on the overall success of our products and services.

**What you will do**:
We want someone who can take our players' experience to the next level You'll work closely with our teams to streamline processes, identify pain points, communicate changes and develop new solutions that make our players' lives easier.

But that's not all - we're also looking for someone who is passionate about projects and implementing new tools. You'll work with cross-functional teams to identify areas of improvement in our processes and implement solutions that enhance efficiency and effectiveness for us and for our players. You'll collaborate with our development team to help design, develop and implement our Customer Satisfaction (CSAT) tool and you'll provide feedback to ensure that we meet the needs of our players.

If you're a seasoned CX professional who is passionate about driving meaningful change and enhancing the player experience, then we want to hear from you

**Our Story**:
Our core focus is in the online gaming space, building well-designed casino games, crypto platforms, and sportsbooks, and we have launched additional brands to support this. Stake & Kick are used by millions of people around the world and you’ll see their logos on The Alfa Romeo F1 Team, Everton & Watford Jerseys, the UFC, and Drake and e-gamers. The last 2 years have been huge for us, we have grown from 20 to 200+ team members. Whilst the products that we build are global, the majority of the team sits in Melbourne at our Australian headquarters in the heart of the CBD where we have 3 amazing offices in the same building with all the bells and whistles you could ever want including an in-house barista, pool, and table tennis tables, PS5 and Nintendo Switches, a meditation room, help yourself drinks fridge and snack wall, catered breakfast daily, weekly massages and a pub lunch.

**Requirements**:
**Main Duties and Responsibilities**:

- Understanding our customers: You will analyse data to identify pain points, areas for improvement, and best practices for customers overall and market specific needs. You will also work with the customer research team on a variety of methods to gather feedback and insights from customers and agents, such as surveys, interviews, and focus groups.
- Developing and implementing a CSAT tool: You will be co-responsible for building out and implementing a customer satisfaction (CSAT) tool to gather feedback from customers. You will also use this tool to measure the effectiveness of your CX initiatives.
- Collaborating with cross-functional teams: You will work closely with other teams, such as product, marketing, and sales, to ensure that the customer experience is consistent across all touchpoints. You will also work with these teams to implement CX improvements and track their impact.
- Escalating and communicating: You will be responsible for ensuring any changes that impact agents or customers are communicated both ways. Understanding everyone's priorities and articulating impacts will be critical.
- Tracking and reporting on CX metrics: You will track and report on key CX metrics. You will use this data to identify trends and areas for improvement, and to make data-driven decisions to improve the customer experience.
- Help centre and processes: ensure all customer processes internally and externally are reviewed, signed off, consistent along with identifying gaps in documentation overall or not translated.

**You’re perfect for this role if**
- Minimum of 2 years of experience in a customer experience or customer-facing role
- Strong knowledge of CX principles and best practices
- Experience conducting customer and agent research, and analysing data to identify insights and opportunities
- Ability to develop and implement CX frameworks and initiatives
- Experience in using CSAT and other customer feedback tools to measure the impact of CX initiatives
- Excellent communication and collaboration skills, with the ability to work cross-functionally with other teams and departments
- Experience in tracking and reporting on CX metrics to drive continuous improvement

**Benefits**

**Some of the perks of working for us**:

- Flexible working hours
- Team socials and ad-hoc get-togethers, and events for you to get involved in (if you wish)
- Annual training and development budget
- Optional flu shot
- Daily catered breakfast
- Massage Wednesdays - we get professionals to do this
- EAP access for you and your family
- Friday parmas/pub lunch, plus happy hour in the office from 4PM
- Table tennis and pool tables, plus games rooms with PS5, Switches and dartboards
- Paid volunteer day
- A full-time barista/kitchen ma