Head of Customer Research

3 weeks ago

London, United Kingdom Bally's Interactive Full time

**About us**

Bally's Interactive is the digital arm of one of the world's leading entertainment providers, Bally's Corporation, with tens of millions of players across the globe and big plans always in the works. Our brands and sites include market movers and shakers like SportsCaller, Monkey Knife Fight, Vera&John, Virgin Casino, Jackpotjoy and many more. We make our mark by embracing the diversity of our global team, challenging ourselves, and striving to make a difference for our players.

**Purpose**:
The purpose of the Customer Research Team is to:
Provide rich customer, competitor, category and macro-economic insight that allows us to make better informed strategic and business decisions. The Insights Team works in partnership with key stakeholders around the business, including, but not limited to Strategy and Go-to-market, Venture Leads, Product Marketing and Operations and Insights.

Key insight includes; CSAT, Brand Health, Customer Panels and many qualitative and quantitative studies.

The Customer Research Team is also responsible for ensuring the insight they work on is easily accessible, easy to digest and full of "insight" beyond the data it shows.

**Responsibilities**:

- **Research Roadmap**: Leads the development of a rich research roadmap.
- **CSAT**: Owns the CSAT methodology and reporting. Clearly identifies through robust methodology, the drivers of satisfaction and dissatisfaction.
- **Brand Health**: Owns the Brand Health methodology and reporting. Provides clarity on drivers of spontaneous awareness and consideration for Bally's and competitor brands.
- **Market & Competitor**:Has the finger on the pulse of the i-gaming market including a rich understanding of competitors across key commercial and brand metrics.
- **Customer Research Expert**:Has a rich and detailed knowledge of qualitative and quantitative research practices, including product and communications testing and customer panels.
- **Company Engagement**:Facilitates company-wide understanding, use and appreciation of rich insight.
- **Strategic Support**:Partners the organisation (Customer Marketing, Product Marketing and more) to provide not just data, but real insight to support customer facing decisions.
- **Team Leadership**:Leads a team of four with passion and care. Keen to develop the next generation of insight leaders.

**Skills & Experience**:

- **_Strategic: _**Has worked on strategic projects for commercial and
- customer growth and wants to do more.
- **_Analytical: _**_Comfortable with numbers and analysing and tracking results._
- **_Digital:_** Has worked in digital businesses and knows how to move the needle in that environment.
- **_Other: _**Experience using industry data sources such as Nielsen Portfolio and YouGov. Experience of managing external agencies. Advanced Excel and PowerPoint

**Behaviours**:

- **_Loves working in cross functional teams:_** **Enjoys working with others and knows how to get disparate groups to work together in service of commercial growth.
- **_Passionate:_**_ _**_Loves working on projects where strategies deliver great business results._
- **_Ambitious:_** Wants to grow, develop and succeed at work.
- **_Enjoys collaborating: _**Knows how to get things done with others
- **_Great story teller:_** Can simplify the complex and create strong narratives for what needs to be done.

**What you'll get**
- 25 days holiday
- Pension Plan
- Access to private healthcare
- Company/performance related bonus
- Hybrid working
- Internal learning and development team

**_Flexible Working_**

**_ At Bally's Interactive, we believe in the power of collaboration and working together in a shared space, as well as the benefits of working from home. We champion hybrid working wherever we can, offering a flexible blend of working in the office 3 days a week and from home twice a week._**

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