Product CX Specialist

BrainRocket • Full-time • Limassol, CY • 2h ago

💎BrainRocket is a software development company and digital solutions provider. The company has created over 65 cutting-edge products spanning 20 different markets.

💎Our team of around 700+ tech-savvy professionals successfully deliver scalable projects that are custom-made to the customers’ needs.

💎We also strive to create a culture centred around personal and professional growth for employees, in a positive and welcoming environment.

We are seeking a highly skilled and proactive Customer Experience (CX) Specialist with proven experience in the online casino industry to join our dynamic team. This role focuses on the execution of CX strategies, including setting up, gathering, and analyzing player data, while supporting UX-related initiatives.

✅ Responsibilities:

✔️Data Gathering and Management: Set up and manage tools and processes to collect and organize data from multiple sources, including gameplay analytics, customer feedback, and transaction data.

✔️Data Analysis and Insights: Analyze player behavior, feedback, and engagement metrics to provide actionable insights for CX and UX improvements across our casino brands.

✔️Support Journey Mapping: Assist in documenting and analyzing player journeys, identifying friction points, and providing recommendations for optimization.

✔️Product and Competitor Research: Conduct detailed research into competitor platforms and products, identifying trends, features, and opportunities to keep our offerings ahead of the market.

✔️Collaboration on UX Enhancements: Support designers and developers in implementing UX improvements, such as updating player interfaces and enhancing platform usability.

✔️Metric Tracking and Reporting: Monitor key CX and UX metrics, including retention, session lengths, and satisfaction scores, creating dashboards and visualizations to communicate findings effectively.

✔️Feedback Analysis: Aggregate and analyze qualitative player feedback from surveys, support interactions, and reviews to inform product and experience strategies.

✔️Execution of A/B Testing: Set up and analyze A/B testing experiments, providing clear results and recommendations to the team for product and UX adjustments.

✔️Tool Optimization: Manage and optimize CX and UX tools (e.g., Google Analytics, Tableau, Hotjar, or other research tools) to improve efficiency and accuracy in data collection.

✔️Industry Knowledge Application: Apply knowledge of casino player behavior and market trends to tailor CX and UX strategies effectively.

✅ Requirements:

✔️Mandatory: Proven experience in the online casino or gaming industry, with a deep understanding of player behavior and expectations.

✔️Proficiency in data analytics tools (e.g., Google Analytics, Tableau, SQL) and experience with UX research tools like Hotjar, Figma, or Adobe XD.

✔️Strong skills in competitor and product research, with the ability to translate findings into actionable recommendations.

✔️Experience in customer journey mapping, data analysis, and deriving insights from player feedback and engagement metrics.

✔️Hands-on experience with A/B testing and experimentation frameworks.

✔️Exceptional organizational skills, attention to detail, and the ability to handle multiple tasks in a fast-paced environment.

✔️Strong communication skills, capable of presenting data findings and collaborating across teams.

✔️Familiarity with online casino platforms, features, and player behavior patterns is critical.

✅ We offer excellent benefits, including but not limited to:

🧑🏻💻Learning and development opportunities and interesting challenging tasks;

📝Official employment in accordance with the laws of Cyprus and the EU, registration of family members;

✈️ Relocation package (tickets, staying in a hotel for 2 weeks);

🏋️♂️ Company fitness corner in the office for employees;