Customer Experience Optimization Specialist

hace 4 días


Bogotá, Bogotá D.E., Colombia Kaizen Gaming Group A tiempo completo

About Kaizen Gaming Group

Kaizen Gaming, the team powering Betano, is a leading GameTech company operating in 17 markets. We leverage cutting-edge technology to provide the best experience for our millions of customers who trust us for their entertainment.

With a diverse team of over 2,700 Kaizeners from 40+ nationalities across 3 continents, we are proud to be among the Best Workplaces in Europe and certified Great Place to Work across our offices. Our collaborative environment ensures no average day for you.

We seek a Customer Experience Analyst to analyze customer data, uncover insights, and collaborate with cross-functional teams to implement strategies that enhance customer journeys and drive satisfaction. Leverage your analytical skills to make a real impact and shape the future of our customer interactions.

Key Responsibilities:
  • Prepare and execute customer research using various techniques (customer interviews, online surveys, focus groups, etc.).
  • Track external and internal events and industry changes that may affect customer satisfaction and proactively assess potential impacts.
  • Analyze customer feedback to create reports related to customer voice.
  • Serve as a project officer to deliver specific tasks/projects assigned and related to Customer Satisfaction.
  • Evaluate the success and long-term impact of implemented changes by installing and monitoring appropriate control metrics (CSAT/CES).
  • Investigate issues reported by our customers, analyze, communicate, and follow up on key findings with various stakeholders.
  • Collaborate with other divisions/teams to resolve customer pain points in an efficient way.
  • Proactively identify improvement areas to enhance customer experience and operational efficiency.
  • Detect pain points in current internal processes, products, and tools and initiate solutions and process refinements.

What You'll Bring:

  • Bachelor's Degree in Business, Marketing, or a related field.
  • Previous experience in Customer Experience, User Experience, or Design Experience roles.
  • Proficiency in English (mandatory).
  • Excellent communication and presentation skills.


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