Customer Experience Strategy Manager (igaming)

TL;DR

Customer Experience Strategy Manager (igaming): Leading and delivering strategic customer experience improvements across defined business verticals, translating insight and data into measurable CX change at scale with an accent on AI-first thinking and Responsible Gaming principles. Focus on shaping vertical roadmaps, leading cross-functional delivery of priority initiatives, and embedding customer feedback, behavioural data, and automation to drive satisfaction, retention, and conversion within regulated constraints.

Location: Hybrid in London

Company

Europe’s leading betting and gaming operator with over 5,000 employees and presence in around fifteen regulated markets.

What you will do

• Own CX performance and strategic priorities for assigned business verticals, acting as primary CX contact and advisor.
• Define and maintain vertical CX roadmaps informed by customer insight, behavioural data, and regulatory requirements including Responsible Gaming.
• Lead cross-functional journey mapping, diagnostics, and delivery of prioritised initiatives with clear business cases.
• Translate insights, data, and regulations into actionable solutions, optimising complex journeys like KYC, AML, and self-exclusion.
• Track outcome metrics (CSAT, complaints, engagement, conversion), set hypotheses, and course-correct performance.
• Drive AI and automation integration in CX processes for feedback analysis, personalisation, and efficiency while ensuring compliance.

Requirements

• 5–7 years in CX, strategy, or digital roles in fast-paced or regulated environments (e.g. online gaming, fintech, telecoms)
• Proven track record improving satisfaction, retention, or revenue through insight-driven CX initiatives.
• Strong understanding of customer research, insight synthesis, behavioural analytics, and CX governance frameworks.
• Experience with AI/automation use cases in CX and cross-functional delivery with Product, Marketing, Operations, Compliance.
• Knowledge of journey mapping, CX measurement, regulated environments (UKGC, ARJEL, MGA), and Responsible Gaming requirements.
• Expertise in CX tools (Qualtrics, Medallia, GA, Hotjar) and AI tools (n8n, OpenAI, Make, Power Automate).

Nice to have

• Exposure to Responsible Gaming (affordability, player protection, self-exclusion) shaping customer journeys.

Culture & Benefits

• Hybrid work model allowing self-organisation and focus on goals.
• Value employees as people first, supporting work-life balance in a marathon-like career approach.
• Passionate team dedicated to innovation, safety, and best customer experiences.
• Emphasis on bold, challenge-embracing individuals making real impact.

Hiring process

• Skills-based evaluation regardless of age, gender, origin, religion, sexual orientation, neurodiversity, or disability.
• Focus on merit, experience, and potential to contribute.