Location:
Gibraltar
Vacancy Type:
Permanent
Brand:
23 (GVC)
About The Role

Within GVC’s Product Analytics & Optimisation team your role is to support CS Operations and Product with analysis and insight focused on understanding onsite customer service journeys around knowledge base content and Chat bot and the effectiveness and success of those journeys deflecting customers from contacting Customer Service, as well as customer behavior after contacting support through Live Chat, Email, telephone, social. This role will also support the need for additional content for the knowledge base and Chat bot journeys based on customer topics searched, contact types into CS etc.

This will require you to query various data sources to extract and prepare behavioral and transactional datasets for support of your analysis.

You will perform analysis on large data sets and apply modelling techniques, identifying data patterns and trends, share reports and compile recommendations and drive optimisation opportunities for the teams you work with.

Key Responsibilities:
  • Carry out insight projects and analysis
  • Translate requirements into meaningful KPIs and standardised reports to monitor and drive the product and operational effectiveness
  • Collect, organise, analyse and interpret data and statistical information to extrapolate behaviour and patterns from the data that will provide insights, direction and use cases back to the business using SQL and visualisation tools such as Tableau
  • Understand customer journeys data footprints and explain the story behind the numbers
  • Identify improvement opportunities and recommend sustainable alternatives on player journey, customer experience and conversion via data analysis and feedback learnings in ongoing and recurring reporting
  • Prepare data set for the analysis by querying the various data sources and data services
  • Provide inputs to Operations and Product on the conversion of analysis findings into actions
  • Monitor trends behind the Customer Service Operations standard KPIs, alerting on trends that could become issues
  •  Understand key business measures and support product development & operational units in the use of these measures
  • Evaluate product related data points and recommend ways to improve how information is collected, analysis how product consumes the data to make better informed decisions
Knowledge & Experience & Skills 

Essential:

  • Strong skills in the areas of tracking-, analytics, analysis and website optimisation
  • Analytical ability to derive value from data
  • Proficient in the use of SQL and similar languages (such as python)
  • Self-driven investigative skills (knows tools, knows how to use them when and how to create a certain result)
  • Ability to turn complex concepts into actionable recommendations
  • Ability to provide data insights around a customer journey / experience
  • High attention to detail and keen eye for accuracy
  • Ability to make recommendations based on complex multilevel data
  • Good understanding of A/B testing, UX and conversion best practices
  • Ability to work within a team
  • Logical approach to problem solving
  • High level of numeracy
  • Good work ethic
  • strategic and critical thinking
  • Strong communication skills to communicate results of analysis and educate business of the findings (and fluent in both written and spoken English)
  • Experience in data visualization tools likeTableau, Microstrategy, Web Tracking Tech like Adobe Analytics, Google Analytics, A/B and Experience Testing Tools like Maxymiser, Qubit, Adobe Target or Customer Experience tools like Decibel Insight, Quantum Metrics and Contentsquare

Desired:

  • Proven track record in Product Optimisation
  • Experience using Web Tracking tools
  • Up to date knowledge and interest in e-commerce
  • Has an understanding of the CS Operation, standard CS metrics and the importance of a ‘self-service’ experience with CS agent support where needed
  • Experience in CS Technology such as Zendesk, Oracle, Saleforce, the data & customer experiences they can provide

Competencies / Behaviours:

  • Produces results
  • Self-Aware
  • Willingness to learn
  •  High maturity level in self (time) management
About The Company
As a global employer, GVC is committed to providing a motivating and inclusive workplace. We are a multicultural business that values, celebrates and respects individual differences, so whatever your sexuality, gender, gender identity, ability, age, race, religion or belief, we want to hear from you. Our diverse internal networks provide the support for you to Get Involved in GVC life and for you to support others to Do What’s Right, all For The Good Of Entertainment.

Our Culture As Real As It gets

At GVC we're a diverse team, sharing a commitment to quality and success

Whether you're playing a key role in your local community as part of our retail team, or working out the next big gaming trends in our digital team, you'll enjoy a culture and a benefits package that we're extremely proud of.