Customer Experience Analyst

About Kaizen Gaming

Kaizen Gaming powers Betano and ranks among the largest GameTech companies globally, active in 20 markets. Our mission involves leveraging advanced technology to deliver top-tier entertainment to millions of customers worldwide. We are a diverse global workforce exceeding 2,700 team members, representing over 40 nationalities across three continents. Recognized as one of Europe's Best Workplaces and awarded Great Place to Work certification, we cultivate a vibrant and dynamic working environment.

Role Overview

We are expanding rapidly and seek an intermediate-level professional based in Ghana to develop and enhance the Customer Experience (CX) operations for the Betano brand locally. At Kaizen Gaming, exceptional customer experience is central to our mission. The CX team is responsible for gathering customer feedback, assessing perceptions of our products, and providing product teams with actionable recommendations to exceed user expectations.

Key Responsibilities

• Gather, interpret, and analyze customer data to detect trends, preferences, and issues.
• Apply analytical tools and techniques to produce actionable insights that enhance the customer experience.
• Track KPIs related to customer satisfaction, engagement, and loyalty.
• Develop customer journey maps to understand full experience cycles and identify areas for improvement.
• Work alongside UX/UI teams to optimize user interfaces and enhance journey flow.
• Examine feedback from surveys, interviews, reviews, and support channels to identify improvement opportunities.
• Offer practical recommendations to resolve customer concerns and boost satisfaction.
• Create detailed reports and presentations to communicate insights and proposals to stakeholders.
• Share analytics-driven findings with cross-departmental teams and leadership to support decision-making.
• Collaborate with multiple teams to execute customer-focused strategies and initiatives.

Qualifications & Skills

• Bachelor's degree in Business, Marketing, Analytics, Psychology, Anthropology, or a related discipline; Master's degree is advantageous.
• Minimum three years of experience in data analysis, customer experience, or similar roles; experience in the gambling sector is beneficial.
• Competency with data analysis software such as Microsoft Excel and visualization platforms like Tableau or Power BI.
• Exceptional analytical ability to convert data into strategic insights.
• Strong communication and presentation skills.
• Detail-oriented, proactive, and capable of thriving in a fast-paced environment.
• Knowledge of customer journey mapping and UX/UI concepts is a plus.

Additional Information

We respect your privacy regarding recruitment data. We are an equal opportunity employer dedicated to diversity and inclusion, welcoming applications from candidates of all demographics including race, gender, religion, sexual orientation, and age.