Customer Experience Analyst

About Us

We are BetMGM. We are revolutionizing sports betting and online gaming in the United States. We are a partnership between two powerhouse organizations—MGM Resorts International and Entain Group. You know our name through our exciting portfolio of brands including BetMGM Sportsbook, Borgata online, Party Casino and Party Poker. We aim to bring our ideas into action and find ways to deliver the best quality in gaming platforms.

We understand that each card in the deck plays a unique role in any given hand, just as our employees each play a unique role in accomplishing our goals as a company. We strive to create a culture of empathy where our employees feel valued, heard, and comfortable bringing their authentic selves to work. We want to build a product and a workplace that reflect the communities we serve so we approach our work fearlessly, take responsibility when we get it wrong, and ante-up again. We play to win, and we are all-in together.

We were recognized as one of Glassdoor’s “Best Places to Work”.

About the Role

BetMGM is looking for a Product Analyst – Customer Experience that is passionate about creating best-in-class experiences for sports, gaming, and entertainment. The Product Analyst – Customer Experience will be responsible for evaluating and pushing our Customer Experience forward. It requires a deep understanding of the industry, competitive landscape, and customer behavior with an ability to make data-driven decisions. This role will work cross-functionally with our business, marketing, operations, design, and technology teams to build best-in-class experiences that will lead the sports betting and gaming marketplace. This role requires an innovative thinker, an effective communicator, and a collaborative teammate with a proven track record of delivering consumer facing digital products at scale. This person will be focused on our Voice of Customer program, Competitive Insights, and Issue tracking to ensure customer problems are tracked and fixed.

Responsibilities

• Help develop and deploy VOC insights reports providing analysis across multiple channels, trends, and KPIs
• Help the team create and design surveys, using advanced logic that can properly filter our customers into the right segments
• Track our competitors to report on new feature launches and industry sentiment
• Build deep relationships cross functionally with marketing, operations, and technology to champion fixing customer problems
• Leverage data to drive product prioritization including user segmentation, cohort analysis, lifetime value, and behavioral data recommending key feature improvements.
• Work with other functional leaders to understand their key business metrics and improve our performance against those measures (including CSAT and NPS)
• Help manage a dedicated program for US BetMGM's customers and VIPs, focusing on quarterly survey feedback, qualitative product and design evaluations, and virtual focus groups to gain in-depth insights into the unique needs of these high-value customers
• Build a culture of collaboration and continuous innovation

Essential Functions

• Must be able to stand or sit and operate computers and other technological devices for extended periods of time

Qualifications

• Bachelor’s degree in business, analytics, marketing, or equivalent experience; advanced degree in marketing, statistics, product design, or HCI a plus
• 3+ years of experience in product research, data analysis, product management, or consulting
• Proven experience in Voice of Customer, survey design, and user research
• Excellent written and visual communication skills, with the ability to present complex information clearly and effectively to diverse audiences.
• Intellectual curiosity and ability to translate business goals into research projects
• Comfort running meetings and presenting to large groups in person

About Our Culture

Building BetMGM from the ground up takes effort, energy, and teamwork, but that’s what will make leading this industry all the more satisfying. We stay focused on our main goal with the help of these four company pillars:

• Believe in Your Game – Take your shot! There’s a freedom to explore ideas usually only start-ups are lucky enough to experience.
• Backed by the Best - With our expertise—merged with that of our world-class investors—we have the opportunity to take this business, and ourselves, farther than anyone has ever imagined.
• Do What’s Right - We operate with clarity and simplicity, always doing the right thing by our customers and each other, standing shoulder to shoulder every day.
• Hustle Hard - Our combined commitment and ambition is what drives us to create some of the most innovative products in the industry.

What We Offer

As a valued employee, we’re committed to giving you the resources and support you need. We offer Medical, Dental, Vision, Life Insurance, Commuter Benefits, Paid Time Off, Holidays, Employee Resource Groups and more!

Gaming Compliance

Candidate must comply with and support the company’s responsible gambling policies, procedures and initiatives.

This job description is not an exclusive or exhaustive list of duties a person in this position may be asked to perform from time to time.

BetMGM LLC is an Equal Opportunity/ Affirmative Action employer. We provide equal employment opportunities to all qualified employees and applicants for employment without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability, or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development. If your experience looks a little different from what we’ve identified and you think you’ve got what it takes, we’d love to learn more about you.

If you need assistance or accommodation with your application due to a disability, you may contact us at recruitment@betmgm.com.

Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. The position is also eligible for an annual bonus.

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