Customer Safety Research Lead

3 weeks ago

Leeds, Leeds, United Kingdom Flutter UK & Ireland Full time

Position Overview

We are seeking a dedicated and diligent Research Manager to enhance our esteemed Research division within Flutter UK & Ireland. This role is a fixed-term contract, covering a sabbatical period.

Team Structure

The Customer Safety & Experience Research Manager will report directly to the Head of Research and will oversee one seasoned direct report (Senior Research Analyst). You will collaborate with a motivated, cooperative, and supportive team of 18 researchers across Flutter UKI. We take pride in managing the majority of our research initiatives internally, allowing you to refine your strategic research capabilities while enjoying the advantages of in-house research: fostering close relationships with stakeholders, witnessing the impact of your recommendations, developing industry expertise, and maintaining a healthy work-life balance.

Key Responsibilities

Customer safety and trust present intricate challenges within the gambling sector and are pivotal to Flutter's strategic vision. Our aim is to deliver the safest gambling experience while providing exceptional customer service, both to attract and retain clientele and because it is fundamentally the right approach.

The Research Manager will collaborate closely with senior partners across the Safer Gambling Strategy, Customer Product, and Customer Operations teams to contribute to the strategy's execution. This will involve assisting stakeholders in dissecting complex business issues and formulating precise research briefs, determining the most suitable research methodologies, and orchestrating project delivery alongside the Senior Research Analyst.

As a Research Manager, your responsibilities will include:

  • Collaborating with stakeholders to translate business challenges into actionable research briefs.
  • Leading or assisting the Senior Analyst in crafting research solutions for intricate business challenges, leveraging your knowledge of innovative research methodologies.
  • Prioritizing the research agenda and managing the execution of multiple research projects simultaneously, ensuring alignment with strategic goals and timelines.
  • Supervising and synthesizing insights from diverse data sources to create compelling insight narratives that drive stakeholder action.
  • Continuously assessing and enhancing research processes, methodologies, and tools to boost efficiency, effectiveness, and quality of outputs.

Required Skills and Experience

  • Proficient in research design with a solid understanding of best practices.
  • Strong analytical and problem-solving abilities, with a strategic mindset and the capacity to grasp the broader context.
  • Experience in collaborating with various partners across business functions and integrating findings to formulate comprehensive business recommendations.
  • Adept at constructing compelling narratives and actionable insights from data.
  • Confident in project management, resource allocation, and prioritization.
  • Familiarity with advanced statistical analysis and data interpretation tools.
  • Excellent communication and presentation skills tailored for senior audiences.
  • Experienced in people management with a focus on coaching and skill development.
  • Confident communicator capable of constructively challenging senior stakeholders.

About Flutter UK & Ireland

Flutter UK & Ireland is a division of the Global FTSE 100 Flutter Entertainment, operating four of the most recognized and trusted brands in the market: Sky Betting and Gaming, Tombola, Betfair, and Paddy Power. Together, these brands provide leading entertainment to millions of customers weekly, having pioneered digital betting innovations such as 'cash-out', 'Request a Bet', betting exchanges, and free-to-play games.

Our Work Environment

We strive to create an extraordinary workplace where every day presents new challenges and opportunities. Our diverse team of over 7,000 professionals collaborates across various domains, including technology, product, commercial, data, and marketing.

Our core values guide us:

Customer First, Always | Change The Game | Win Together | Free To Be Me

We are committed to fostering an inclusive environment and encourage individuals from all backgrounds and perspectives to apply. If you require any adjustments to facilitate your application, please let us know, and we will do our best to accommodate your needs.

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