Publicat 20 Mai 2021 | Reactualizat 17 Iun 2021 | Expiră 19 Iun 2021

Customer Experience Specialist

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Candidatul ideal


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

  • Degree in Business Administration/Computer Science;
  • At least 2 years of relevant experience in 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.

Descrierea jobului

The Role

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

Our Customer Experience team is growing and we are looking for an experienced professional to take on and expand the CX operations of our Betano brand in the Romanian market.


  • 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.

We 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.

Descrierea companiei

Kaizen Gaming is the leading GameTech company in Greece and one of the fastest growing in Europe. Being International with a local approach, the company is currently operating in 6 countries, with the Stoiximan brand in Greece and Cyprus, and with its international brand, Betano in Romania, Germany, Portugal and Brazil.

Our aim is to leverage cutting-edge Technology in order to provide the optimum experience to those who trust us for their entertainment. With People at the core of everything we do, our team of 800+ talented and enthusiastic people fuels our international expansion with their passion, "eyes-on-the-customer" approach and unique #OneTeam spirit.

Continuous improvement is what we strive for, from professional development to team-bonding activities, while being efficient and making things happen is what our team's minds are set on.

Responsibility has been in our DNA right from the beginning of our operations. Our wide product offering is adapting to our customers' needs, while ensuring that it remains a solely recreational activity. To this end, besides our extensive sports sponsorships programme across markets, that varies from popular teams to Olympic Champions, we also deploy a social responsibility programme that focuses on Technology, Safetainment and Sports.

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Customer Experience Specialist  -  Kaizen Gaming

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