Customer Experience Specialist

Dublin

Job Title: Customer Experience Specialist

Reporting line: Head of CX, Insights & Operational Excellence

Team/Department: CX Team, Customer Operations

Job Location: Dublin

The Role…

• Our purpose in Customer Operations is to deliver a world class experience that makes customers love us.

• The Customer Experience (CX) team is responsible for delivering the Customer Operations Strategy, identifying customer pain points/opportunities, and developing strategic recommendations to drive change that positively impacts our customers.

• We have three strategic outcomes to deliver:

  • Digital Operating Model: Create a highly effective digital operation by harnessing the power of our people & technology.

  • Customer Obsession: Create powerful relationships and redefine how customers experience our industry.

  • Do the right thing: Develop innovative solutions to ensure responsibility & compliance at scale.

What You’ll be Doing..

• This role involves working in collaboration with various teams across the business and the ability to identify actionable insights and present CX analysis effectively.

• The role requires a thorough understanding of Customer, Product, Operational and Commercial analytics, both quantitative and qualitative.

• Accountable for the delivery of Customer Experience and Customer Operations strategic projects, specifically working with operational areas of Customer Service, Payments, Responsible Gambling, VIP and Fraud.

• Optimise automation initiatives looking to improve customer experience and drive operational efficiency.

• Utilise CXJM techniques to identify customer pain points and understand end to end processes.

• Work closely with Customer Operations, Commercial Product, Paddy Power Commercial and Betfair Commercial teams to improve customer experiences through CX initiatives delivering strategic recommendations for these areas to implement.

• Communicate and influence stakeholders across the business to prioritise customer experience initiatives.

• Monitor competitors’ activity ensuring that Paddy Power and Betfair are not behind.

• Evaluate external brands to create new ways to improve customer experience for our business.

• Pursue ‘in house’ and external product and process solutions to enable us to meet customer’s needs.

• Research the needs of new customer segments as appropriate to support the strategy.

What We’re Looking for..

• Relevant 3rd level degree in a business or analytical discipline

• 1+ years’ experience of delivering outstanding results in a Commercial or Operational role

• Strong relationship focus and the ability to harness support across the organisation.

• Entrepreneurial drive and creativity with appreciation of user-experience, product, business, and commercial issues.

• High energy individual with a proven track record of operating in a dynamic, demanding & customer centric environment to drive results.

• Strategic awareness, ability and influencing skills to input and where appropriate shape both the medium and longer term strategy of the business.

• Experience in working with multiple stakeholders to collate an appropriate response.

What Will I Get In Return?!

• Career Progression - 5 global brands in 3 continents = endless opportunities. We're a FTSE 100 with a start-up soul, so if you enjoy working in a fast-paced, innovative environment, you'll get on here. There are many directions your career can move in; whether it's gaining promotion within your existing team, or an international move.

• Flexible Working - We play many roles in our busy lives; juggling family, fitness, work, study and community interests. Sometimes there just aren’t enough hours in the day. Which got us thinking. Wouldn’t it be great if we could play with time and fit in all the things that are important? Good news. You can. We have a host of flexible working options that are available to everyone at PPB.

• Uncapped Holiday Allowance - Yes, you heard that right - UNCAPPED holiday!

The Fun Stuff:

• Target 10% bonus

• Pizza & beer/wine fridge Friday

• Health & Wellbeing, with free classes such a yoga, bootcamp, Brazilian jiu-jitsu, running & cycling clubs etc.

The Boring Stuff:

• Subsidised canteen

• Pension/Flexible Financial Wellbeing

• Private health insurance

• Life assurance

• Income protection