Customer Experience Analyst (Gibraltar)

Customer Experience Analyst (Gibraltar)

Company profile

GVC Holdings PLC (LSE:GVC) is a multinational sports betting and gaming group operating through online and retail channels.

Through a combination of organic growth and M&A, the Group has expanded rapidly in recent years to become one of the world’s largest listed sports betting and gaming groups.  On 28 March 2018 GVC completed the acquisition of Ladbrokes Coral Group PLC, the Group’s first move into retail operations. This came two years after the acquisition of the international online operator, digital entertainment plc, in 2016.

The Group owns some of the gaming industry’s leading brands including sports betting-led brands Ladbrokes, bwin, Coral and Sportingbet as well as games-led brands such as Gala, partypoker, PartyCasino and Foxy Bingo.  In addition the Group provides online gaming services on a B2B basis to a number of third-party operators such as MGM in the US, PMU in France and Danske Spil in Denmark.

The enlarged GVC Group, generates revenues of over £3 billion annually with a workforce of c.28,000 employees and contractors, in offices and betting outlets across five continents.  The Group is focused on regulated markets, with over 90% of revenues now derived from regulated and/or taxed markets and holds licences in more than 20 jurisdictions.

Click on the logo to learn more about GVC.

Role purpose

Analysing the performance and customer experience on the Coral websites and Apps.
This involves understanding Coral’s business goals and major problem areas, identifying opportunities for optimisation and growth, and producing actionable recommendations with concrete impact on the bottom line, following them through implementation and post deployment impact analysis.
This role sits within the Sports Brand team reporting into the Customer Experience Manager.


Key responsibilities

On a daily basis, you will be responsible for extracting and analysing data from our various data sources, drawing actionable insights to enable decision making on the key questions facing all areas of operations & development.

Applying a mix of qualitative and quantitative analysis techniques, you will produce insights that help the business improve the customer experience on our websites & apps and ultimately increase conversion and/or remedy break points in the customer journey.

You should be comfortable in the web analytics ecosystem and draw on data from various web analytics tools such as Google Analytics, Adobe Analytics, ClickTale, Decibel, EyeQuant, HotJar, CrazyEgg, Maxymiser, Optimizely, PowerBI or Tableau.

You will own your research findings and present them to major stakeholders and key decision makers ensuring you deliver a clear message that the business can act upon.  Your findings should be in the form of data based recommendations for improvement/development.

Drive accountability across all our product teams for consistent customer experiences by inspecting and measuring customer experience performance and taking action to improve customer satisfaction and increase customer loyalty.

Discuss with all stakeholders their on-site tracking & reporting needs.  Ensure that tags are deployed on site and data is received in the expected format.  Create reports based on stakeholder requirements and automate processes wherever possible.

Liaise with the Customer Operations team to ensure all customer issues are captured, analysed and triaged for action; follow up with team(s) to share progress and delivery dates and complete PIR process on all change to prove/validate ROI on changes.

Provide weekly and monthly customer insight to the wider Coral Brand team

Development of analytical tools and technology to facilitate a world-class customer experience; identify and recommend new 3rd party tools to integrate with the core architecture that will add material value.

Work closely with the Proposition Development Manager feeding analysis & research outputs into his optimization plan/roadmap.

Combine the insight that you have gathered through your data analysis and research with regular feedback we receive from our customer panels, to provide the business with a complete picture of how our customers are receiving our offering.

Specialist skills and experience required

Significant experience working within online gaming.

Expert in customer experience analysis with previous experience across multiple products, verticals or brands.

Analytical skills: you approach data with the right questions and know how to recognise trends; you develop and use structured approaches to identify root causes and opportunities.  You cross validate your findings using data from multiple sources; the capacity to learn new methods of analysis and constant self-learning are critical.

Presentation skills: you don’t report stats or send out reports – you tell stories backed up by data.  You are comfortable presenting to a broad audience of stakeholders, and are not afraid to defend your findings in a discussion.  You know how to formulate and present your story depending on the audience.

Keen knowledge of sports and gaming with a strong understanding of the attraction and principles of customer experience optimisation.

Strong industry knowledge with a good understanding of the customer life-cycle and critical break points within it; keen understanding of customer satisfaction metrics and how to develop customer performance across the organisation; experience in CX/UX within a similar profile of organisation.

Experience of working across and within a large organisation with a matrix of operational teams and deliver effectively to business goals.

Self-starter, energetic, enthusiastic; must have a desire to take the initiative and work independently but also to socialise ideas and develop collaborative solutions.

What we offer

A fun and vibrant working environment in an incredible location.

The opportunity to learn new skills and interact with like-minded individuals in a highly data-driven analytical business at the forefront of the gaming sector.

A generous salary, benefits package and bonus scheme.

Financial and practical support with relocation.

Package details

Base salary up to £40k (depending on experience/quality).

Relocation allowance of £500 to spend as you wish + flights to Gibraltar for you.

Rental assistance for 3 months on arrival

  • Up to £1,500 per month if based in Gibraltar
  • Up to €600 per month if based in Spain

Bonus up to 27.5% based on company performance.

Pension – you contribute 3%, company contribute 6%.

Private medical cover for you.

Gym subsidy.

Holidays – 22 days + 12 bank holidays (same as UK plus 3 others: Commonwealth Day, Queen’s Birthday and National Day).

Free fresh fruit in the office delivered twice a week.

Free Friday breakfast once a month.

Other things to consider

Extra 4% basic points on currency exchange at Western Union.

Company Summer and Christmas party with all expenses paid for.

Departmental day for “team bonding” with all expenses paid for.

Impromptu events (c. 2-3 per year) to celebrate success with all expenses paid for.

Societies across most sports.

No commuting costs if you live in Gibraltar.

Low tax rate if you live in Gibraltar.

Crime rate in Gibraltar is incredibly low.

Flights back to the UK can be very cheap if bought in advance.

The weather is great!

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