Data-Driven Customer Experience Expert

5 days ago


New York, New York, United States BetMGM Full time
About Our Culture

We're a dynamic team at BetMGM, driven by our passion for innovation and customer satisfaction. Our four core pillars - Believe in Your Game, Backed by the Best, Do What's Right, and Hustle Hard - guide our approach to delivering exceptional gaming experiences.

Job Description

This Senior Data Analyst - Customer Service role will be responsible for leveraging data and analytics to inform business decisions and drive customer satisfaction. The successful candidate will have a strong background in data analysis, with proficiency in SQL and data visualization tools. They'll join a collaborative team dedicated to creating a culture of empathy and continuous improvement.

The responsibilities include developing and maintaining data models and dashboards to visualize key customer service metrics. Analyze customer service data from various sources (e.g., CRM systems, call center recordings, surveys) to identify trends, patterns, and areas for improvement. Conduct root cause analysis to identify the underlying reasons behind customer issues and dissatisfaction.

Support the development and implementation of data-driven initiatives to improve customer service processes and agent performance. Ensure data quality, integrity, and consistency across analyses and KPIs through strong quality control processes and documentation. Partner with stakeholders across the organization to translate data insights into actionable recommendations.

The annual salary range for this position is $92,000.00 to $120,750.00. This position is also eligible for participation in a performance-based bonus plan.



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