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Overview
Join Kaizen Gaming as a Customer Experience Analyst in Accra, Ghana. Leverage data analysis to enhance customer satisfaction and optimize the customer journey for our Betano brand. We are Kaizen Gaming, the team powering Betano, one of the biggest GameTech companies in the world, operating in 20 markets. We always aim to leverage cutting-edge technology, providing the best experience to our millions of customers who trust us for their entertainment. We are a diverse team of more than 2,700 Kaizeners, from 40+ nationalities spreading across 3 continents. Our #oneteam is proud to be among the Best Workplaces in Europe and certified Great Place to Work across our offices.
What you will do
- •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'll 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.