Customer Experience Analyst

Let's start with the role

Our team is growing fast, and we are looking for an intermediate-level professional with local presence in Colombia to take on and expand the CX operations of our Betano brand in Colombia. 

At Kaizen Gaming, the best customer experience is one of our top priorities and the end goal of  everything we do. The Customer Experience (CX) team is responsible for collecting the customer feedback, analyzing and evaluating the customer perception of our products and also offering  recommendations to the product development teams on how to meet or exceed our users’ expectations. 

As a Customer Experience Analyst, you will:

Data Analysis and Insights: 

• Collect, analyze, and interpret customer data to identify trends, preferences, and pain points. 
• Utilize analytical tools and methodologies to generate actionable insights that drive improvements in customer experience. 
• Monitor key performance indicators (KPIs) related to customer satisfaction, engagement, and loyalty. 

Customer Journey Mapping: 

• Map out customer journeys to understand the end-to-end experience and identify opportunities for optimization. 
• Collaborate with UX/UI teams to enhance the user interface and streamline the customer journey. 

Feedback Analysis:

• Analyze customer feedback from various sources, such as surveys, interviews, reviews, and support interactions, to uncover insights and suggestions for improvement.
• Provide recommendations for addressing customer concerns and enhancing satisfaction. 

Reporting and Presentation: 

• Create comprehensive reports and presentations that communicate findings, insights,  and recommendations to relevant stakeholders. 
• Present data-driven insights to cross-functional teams and management to guide  decision-making. 

Collaboration and Strategy: 

• Collaborate with various teams & different stakeholders to implement customer-centric  strategies and initiatives. 

What you will bring:

• Bachelor's degree in Business, Marketing, Analytics, Psychology, Anthropology or a  related field. Master's degree is a plus;
• Proven experience (3 years) in data analysis, customer experience, or a related role;
• Previous experience in the gambling industry will be considered an asset;
• Proficiency in data analysis tools such as Excel, and data visualization tools (e.g.,  Tableau, Power BI);
• Strong analytical skills with the ability to translate data into actionable insights;
• Excellent communication and presentation skills;
• Detail-oriented, proactive, and able to work effectively in a fast-paced environment;
• Familiarity with customer journey mapping and UX/UI principles is advantageous.