Customer Research Analyst

At bet365, we're one of the world's leading online gambling companies, revolutionizing the industry since 2000. Founded by Denise Coates CBE, we now employ over 9,000 people and serve over 100 million customers in 27 languages. Our focus on In-Play betting has solidified our market-leading position, offering an unmatched experience across 96 sports and 700,000 streaming events. With over 750 concurrent sporting fixtures at peak and more live sports streamed than anyone else in Europe, we handle over 6 billion HTTP requests daily and process more than 2 million bets per hour at peak.

We empower our employees to push boundaries and explore new ideas, cultivating a culture that celebrates and rewards creativity. This offers employees a wealth of opportunities for growth, giving them the opportunity to make a real impact in the world of online gambling. As a forward-thinking company, we’re breaking new ground in software innovation too, redefining what’s possible for our customers worldwide.

As a Customer Research Analyst, you will support our North American research team by championing the voice of the customer and utilizing a broad range of research methodologies to generate insights.

We are seeking an insight-driven individual with a natural curiosity and a talent for making data understandable and exciting. Your passion for exploring customer behavior and market trends will be crucial to translate discoveries into actionable insights that enhance our North American customer experience.

You will report directly to the Associate Vice President and be proactive, reliable, and an excellent communicator, adept at connecting customer needs with business objectives.

The salary range for this position is $70,000 - $90,000 annually.

This position is eligible for inclusion in the Company’s hybrid working from home policy.

bet365 provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

• Experience within the online betting or gambling industry.
• Familiarity with conducting various research methodologies, such as surveys, focus groups, and interviews.
• Proven experience in running brand tracking studies, customer lifecycle programs, NPS, CSAT, and similar initiatives.
• Demonstrated ability in data storytelling, transforming information into compelling, insight-driven narratives.
• Proficiency in Microsoft Excel is essential, with knowledge of Q, R, or Python.
• Strong attention to detail and confidence in working with large datasets.
• Excellent communication skills, both verbal and written.
• Self-motivated and capable of working effectively both independently and as part of a team.

• Leading longitudinal tracking studies, including CSAT and brand tracking, to identify trends and develop compelling narratives.
• Utilizing quantitative and qualitative research methodologies to gather actionable insights and influence stakeholders effectively.
• Managing ad-hoc research projects from initial scoping and analysis through to reporting, serving a diverse range of internal stakeholders.
• Presenting research findings clearly and relevantly to various audiences, employing strong data storytelling techniques.
• Collaborating effectively with the UX research team to ensure a holistic approach to customer understanding.
• Acting as the voice of the customer, championing customer-centric decision-making across the business.
• Supporting the ongoing development and growth of the research team.

bet365 provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.