Our clients' customer satisfaction is one of their main strategic pillars and the end goal of everything they do. The Customer Experience (CX) team, part of the Product division, is responsible for evaluating the customer perception of their products and offering innovative recommendations to the product development teams on how to exceed the expectations of their users.

Their Customer Experience team is growing and they are looking for an experienced professional to take on and expand the CX operations of their brand in the Romanian market.

Responsibilities:

• Prepare and execute customer research by using various techniques (customer interviews, online surveys, focus groups, etc.);
• Conduct usability tests using remote tools and labs;
• Evaluate success and long-term impact of implemented changes by installing and monitoring appropriate control metrics (NPS/CSAT/CES);
• Analyze, communicate and follow up on key findings with various stakeholders;
• Work closely with other divisions, such as Services, Technology, and Marketing, to resolve customer pain points in an efficient way;
• Proactively identify improvement areas and innovations to enhance customer experience and operational efficiency.

Requirements

They are looking for a driven professional with a customer-centric approach to help them improve their processes and solutions in order to enhance the customer experience of their products.

• Degree in Business Administration/Computer Science;
• At least 2 years of relevant experience in the online gaming industry;
• Experience in personas and cx methodologies;
• Advanced project management skills;
• Excellent communication skills and ability to influence senior stakeholders;
• Native Romanian speaker & excellent command of English. 

They Offer

• Exciting & friendly work environment;
• Career & competencies' development;
• Continuous training;
• Flexible working conditions;
• Competitive salary package & bonus;
• Internal competitions & rewards;
• Private medical & life insurance;
• Commuting expenses.