Head of Customer Experience

Job Description

The Head of CX (Operations) will report into the COO and have responsibility for developing and implementing key customer facing solutions, enabling the delivery of an entertainment led customer experience.


  • Actively contribute in formulating and subsequently owning the customer experience operational strategy.
  • Lead and project manage programmes of work related to customer journey improvements and optimisation projects.
  • Adopt a data led approach in prioritising CX improvements and measuring the effect.
  • Work with the Operational teams and other stakeholders to identify areas of improvement, deliver the changes and measure the results.
  • Act as the main driver in the organisation to implement Voice of the Customer initiatives and channel customer feedback to enable decision making and improvement prioritisation.

Must Haves:

  • At least 5 years experience in online gambling or e-commerce.
  • An analytical and data-led approach.
  • Knowledge of Process Improvement and Optimisation methods.
  • Background in Change Management and Operational Excellence.
  • Must be capable of handling complexity, possess a strong bias for action and have the capability to focus and prioritise to execute effectively.
  • Goal driven, comfortable in working independently with an entrepreneurial approach to the role.
  • Technical integrity earned through demonstrated success in implementing of large, complex projects.