Job title: Customer Experience Insights Analyst
Location: Sao Paulo, Brazil
Overview of the role:
We have an exciting new role for a Customer Experience Insights Analyst to enhance our customer journeys and experiences through data-driven insights.
Working in Flutter International’s Operations Data & Analytics department, you will explore and analyse customer journeys, behaviour and feedback across our brands to identify trends, insights and opportunities for improvement. You will present your findings to our leadership team and collaborate with various teams to ensure your findings drive change and business results.
We are looking for someone enthusiastic about applying their analytical capabilities to find answers and information hidden in numbers not seen before. Someone who can think critically and make sense of data, understanding the context and communicate their discovered insights effectively.
Data does not excite us; insights do. They show the human story behind the numbers.
This role will be part of our hybrid approach to working, blending time working from our brand-new São Paulo office and from home, in a pattern that works for you. Our new Brazilian office is located in the Paulista neighbourhood with great transport links across the city and an exciting working environment for all our new Brazilian staff.
You will have access to a wider team around the world who all share your passion for finding new things, owning their work and providing better customer experiences.
What you’ll do:
Analyse customer feedback data from surveys, reviews and other channels to proactively identify trends and insights
Analyse customer journeys and behaviour to discover customer pain points driving contact volumes and drop-offs, and their impact on players
Develop automated data retrieval and reporting that track customer experience metrics
Present findings and recommendations to collaborators, using presentation and data visualisation tools to communicate insights effectively
Collaborate with cross-functional teams to suggest actionable improvements and assist in designing and implementing initiatives based on your insights
Conduct qualitative and quantitative research to gather deeper insights into customer behaviour and preferences
Monitor industry trends and best practices in customer experience analytics
What you’ll bring:
Proven experience in data analysis, preferably in a product analytics, customer experience or market research role
Strong analytical and problem solving skills with attention to detail
Excellent communication skills, both written and verbal
Strong business understanding, with a focus on customer journeys, customer experience and ability to link these insights to revenue impact and product improvement suggestions
Proficiency in SQL and data analysis tools (e.g., Excel, MicroStrategy, or similar)
Expertise creating visuals and presentation in PowerPoint, or Adobe products
A passion for understanding the bigger picture and finding new ways of doing things
Bachelor’s degree or equivalent experience in a field demonstrating applied problem solving and ability to deconstruct complex issues is a plus
Familiarity with customer experience frameworks and methodologies is a plus
It’s ok if you don’t think you tick every box on this list. We love people who want to challenge themselves and are passionate about what they do. If you believe you can contribute in some areas and are eager to learn, we encourage you to apply.
Why choose us:
Aside from a generous base salary, we have a fantastic benefits & rewards program that is designed to encourage personal and career development.
Discretionary annual performance bonus
13th Month Payment
Annual Salary Increase
Long Term Disability (LTD)
Health and dental insurance for you, your partner and your children (if you all live at the same address)
Personal life insurance and income protection
A personal interest allowance to let you learn something new or pursue a hobby
Employee Assistance Programme
Transportation and Childcare Allowance
R$ 800 per month in Meal Vouchers
Maternity Leave - 26 weeks paid, Paternity Leave 4 weeks paid
External learning support of up to £2,000 or equivalent in local currency, dedicated 4 learning “Power Hours” every month during office time, full access to the Udemy and Mindtools platforms, in-house leadership program and many other training opportunities for developing your skills and progressing your career
Family Reward
Equal opportunities:
At Flutter International we are committed to creating an inclusive environment where our people can be their authentic selves and thrive. We embrace and celebrate diversity, respecting all our uniqueness and differences.
We welcome you to let us know whether you have any accessibility needs. All you need to do is email us at[email protected].Your journey with us is focused on ensuring you have what you need to be your best self.
Learn more about the works we are doing on Inclusion and Belonging here:https://careers.flutterinternational.com/working-at-flutter-international/diversity-equity-inclusion/
The group:
Betfair Brazil is a proud member of the Flutter Entertainment family, a global leader in sports betting, iGaming, and entertainment. We're not just another company; we're listed on both the prestigious FTSE 100 index on the London Stock Exchange and the New York Stock Exchange (NYSE). What sets us apart is our world class brands, cutting-edge products, and our International division includes our operations in over 100 global markets and offers sports betting, casino, poker, rummy and lottery, mainly online. What truly defines us is our commitment to ensuring that the excitement of gaming and entertainment is experienced in a responsible and sustainable way. Our remarkable team of over 8,000 colleagues drives this vision, spread across 28 offices worldwide.
The company can run background checks to the extent permitted under applicable law as long as it has legitimate interest and when such background information is required to satisfy legal or regulatory obligations.
Brazil
