Customer Experience Analyst

2 weeks ago

Toronto, Canada Score Media and Gaming Inc. Full time

theScore, a wholly-owned subsidiary of PENN Entertainment, empowers millions of sports fans through its digital media and sports betting products. Its media app 'theScore' is one of the most popular in North America, delivering fans highly personalized live scores, news, stats, and betting information from their favorite teams, leagues, and players. theScore's sports betting app 'theScore Bet Sportsbook & Casino' delivers an immersive and holistic mobile sports betting and iCasino experience. theScore Bet is currently live in the Company's home province of Ontario. theScore also creates and distributes innovative digital content through its web, social and esports platforms.

**About the Role & Team**

The Customer Experience team is going through an exciting expansion of responsibilities and workload that we are looking for an eager, new teammate to join us as a Customer Experience Analyst. In this role you will have the opportunity to work alongside different stakeholders across 3 brands in Sports Betting, iCasino, and Hotel & Casino Property. You will also have the opportunity to learn about the interactive and retail side of sports betting and casinos, while also identifying issues and trends through research, analysis and qualitative and quantitative reporting.

**About the Work**
- Participate in all Customer Experience reporting responsibilities for theScore Bet, Barstool Sportsbook, and Penn Entertainment Properties
- Create quantitative reports on a weekly, monthly and quarterly cadence schedule
- Analyze qualitative feedback provided to the Customer Support teams by app users
- Identify issues and trends through the analysis of feedback given through multiple channels
- Complete ad-hoc deep dives, competitive research, and analysis presentations for stakeholders
- Participate in cadence meetings and assist in answering any questions from stakeholders
- Use creativity and product understanding to highlight inefficiencies in processes and features
- Coordinate with the Process and Training Teams to highlight learning opportunities
- Other duties as required

**About You**
- Post-secondary education in business, economics, or communication
- Previous experience in Customer Support with exposure to analysis and issue resolution and tracking
- Competent analytical, investigative, problem solving, and planning skills
- Ability to understand operational business processes, experience in activity tracking and reporting
- Knowledge and proficiency with Zendesk Explore and Looker
- Excellent verbal and written communication skills

**What We Offer**
- Competitive compensation package
- Comprehensive benefits package
- Fun, relaxed work environment
- Education and conference reimbursements

LI-ONSITE #LI-HYBRID
- theScore is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability or age._

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