Player Experience Researcher

Bally's Interactive is the digital arm of one of the world's leading entertainment providers, with tens of millions of players across the globe and an unmatched ecosystem of products spanning across the sports betting, iGaming and free-to-play.

Our brands and sites include market movers and shakers like Jackpotjoy, Bally Bet, Vera&John, Virgin Casino and many more. We make our mark by embracing the diversity of our global team, challenging ourselves, and striving to make a difference for our players.

The Operational Excellence Team is focused on fostering a fun and hassle-free experience for all our patrons. Although we rarely interact with patrons directly, the Operational Excellence Team's efforts are often the first impression many patrons will see. As we work diligently behind the scenes, we are tasked with seeing our product through the patron's perspective. Our efforts in Operational Excellence and specifically in the Player Experience Researcher role ensure our direct communication to the patrons by way of our Help Centers and other tools are created with the patron journey in focus.

Providing an enjoyable and informative environment for our patrons is a core value that underpins our activity across all touchpoints. We are looking for a Player Experience Researcher who will assist in the processes of the Operational Excellence Team in the performance of our business, ensuring the easiest, and best experience for our players. In this role, you will act as the patron to identify and implement best practices across all channels. It is expected that you will contribute to excellence across our business through detailed observation, investigation, and feedback on the quality of the live sites, Customer Service, and Marketing communications that our players participate in. You will be part of a team that does what our players do and strives to improve it from a holistic perspective that encompasses all aspects of the player's journey.

• Identifying the correct channels to escalate any issues and communicate them in a timely and efficient manner for further investigation and resolution.
• Performing analysis of competitor offerings on request and documenting findings to be shared across our locations globally.
• Working alongside customer-facing teams to explain and minimize the impact of bugs by informing our players and finding workarounds.
• Reviewing and giving input on new features, games, systems, and offers from a holistic perspective, ahead of releases to the players.
• Working closely with our Systems Analyst and other stakeholders in the set-up of our Help Centers for various jurisdictions. Ensuring the information provided is accurate and state specific.
• In conjunction with CRM and retention teams, reviewing promotional offerings and marketing communications for optimizing the impact of offers.
• Contributing to and participating in sessions to identify areas for improvement on our websites and with upcoming features.
• Creating, analyzing, and updating site FAQs, hotkeys, and email macros to ensure effective distribution of information to the player base.
• Performing routine site analysis across all jurisdictions to ensure the optimal functionality of our sites, as well as enhance the patron journey.
• Identifying, documenting and escalating any issues to the appropriate department for a resolution.
• Reviewing and documenting our in-app customer feedback and respond, offering the best solution to the patron.

• Experience in the online gaming industry is highly preferred, but not required.
• Able to perform proactively in a fast-paced environment with minimal direct supervision.
• Have exceptional attention to detail and accuracy.
• Capable of adapting quickly to changes.
• Possess advanced organizational and analytical skills.
• Able to manage time effectively and meet deadlines and requirements.
• Demonstrate intermediate level of knowledge/expertise with Microsoft Excel and Microsoft PowerPoint.
• Able to multi-task, and to plan, prioritize and implement instructions in a timely and efficient manner.
• Have outstanding communication skills and a demonstrated ability to provide clear, eloquent, timely, and direct feedback.

Different benefits packages are tailored to fit each location, but here's a taste of what may be on offer

- Annual leave
- Annual bonus
- Pension plan
- Health insurance
- Company share scheme
- Volunteering days
- Home office allowance
- Wellness or Gym allowance

At Bally's Interactive, we are driven by a set of core values that we like to call our DNA. We strive to embody our DNA and keep them at the heart of everything we do!

We are Always Ready to embrace change, adapt, and do what it takes to delight our customers. We believe that You Make the Difference, which is what gives our players the best experience and keeps them coming back. We are All One Team, looking out for each other, respecting diversity while connecting through a common purpose. Our teams are Learning Every Day by showing constant curiosity and the drive to learn from successes, mistakes, new experiences, and the people around us. At Bally's we Love to Lead by thinking differently, seeking innovation, and always looking for ways to raise our game.

At Bally's Interactive, we are committed to promoting equal opportunities in employment and working conditions.

Diversity, Equity and Inclusion are important to us, and we encourage a culture where everyone can be themselves at work.

We believe passionately that employing a diverse workforce is central to our success, this is our superpower.

We do not discriminate against employees or job applicants on the basis of race, colour, nationality, ethnic or national origin, age, sex or sexual orientation, gender reassignment, religion or belief, marital or civil partner status, pregnancy or maternity, political opinion or disability.

Salary range: $50,000-$55,000 plus a yearly bonus.