JUNIOR VOICE OF CUSTOMER ANALYST
PointsBet (ASX: PBH) is a digital sports betting and technology company, partnered with NBC Universal as the Official Sports Betting Partner of NBC Sports, dedicated to bringing the fastest betting experience in the world to sports lovers across the United States.
We are currently looking for a Junior Voice of Customer (VOC) Analyst to join our Denver based team.As the Junior VOC Analyst you will report to the VOC Manager and VP of Sportsbook, playing an integral role in building a VOC team that supports PointsBet's continued growth and success.
ABOUT POINTSBET
We provide an opportunity for our people - our most powerful and irreplaceable resources - to work in an environment that is rewarding, fun, challenging, and an instrument for both personal and professional growth as PointsBet continues to become a major force in the newly legalized US Sports Betting market.
PointsBet is a sports betting operator that sits in the very rare position of owning and controlling its technology end to end. Our proprietary platform and our commitment to an in-house approach powers unrivalled innovation and personalized experiences that our customers cannot get anywhere else.
Our partnerships with leading sports organizations, teams and franchises provides both our customers and team members with unique sporting experience:

• Exclusive, Official Gaming Partner of the Denver Nuggets (NBA), Colorado Avalanche (NHL) and their home arena, Pepsi Center
• Official Sports Gaming Partner of the Indiana Pacers (NBA)
• Exclusive, Official Gaming Partner of the Detroit Tigers (MLB)
• Authorized Betting Operator of the National Basketball Association (NBA)
• Authorized Gaming Operator of Major League Baseball (MLB)
• Official Betting Operator of golf's PGA TOUR
• Exclusive, Official Betting Partner of LaLiga North America
• Exclusive, Official Partner of University of Colorado Buffaloes

As we continue to take the sports betting world by storm, we will continue to bring our proprietary and best-in-market technology, modernized and premium brand mentality, expert trading practices and proven growth marketing strategies to emerging sports betting markets
Bet on us - there is no greater time than now to join the PointsBet family!
WHAT YOU WILL OWN
This role will support the Voice of Customer (VOC) team's efforts to provide data-backed, actionable insights across all areas of the PointsBet organization. The VOC team is tasked with acquiring customer data across surveys, focus groups, customer service submissions and more platforms daily.
We review all information to ensure it is accurate, well-organized, and shared to key decision makers in a manner where the insights are used to support business actions.
This position is suited for a candidate who has passion for sports, data, embraces our company's fast-paced environment and an expectation that you will never experience the same day twice.
Individual Junior VOC Responsibilities

• Support the development, drafting and distribution of Survey Questionnaires to current database accounts.
• Review customer submitted data to identify customer pain points and build a narrative for how to resolve and improve the customer experience.
• Assist in Market Research studies, which includes (1) combining survey results and industry trends, (2) identifying differentiators within the general audience and (3) following competitor initiatives.
• Monitor presentation deliverables (PowerPoint, Visualizations, Email, etc.) under the guidance of the VOC Manager and other team members with the Customer Insights team.
• Collaborate with the VOC team's support functions, including ad hoc research requests and reviewing available data across departments (Customer Service Tickets, App Store Reviews, Social Media, etc.).
• Propose new ideas for content, incentives, and activities to boost engagement and retention of audience segments, customer panelists and focus groups.
• Join VOC team members to develop a project roadmap based on initiatives that build and provide evolving, up-to-date information to key PointsBet stakeholders.
• Communicate with third party agency and platform partners as part of developing the VOC program

Supporting PointsBet Teams

• Collaborate with internal Marketing teams (Brand, Acquisition, Product) on the development of a customer segmentation strategy based on actions and attributes of both positive and negative survey respondents.
• Work with the Product Marketing team to explore competitor sportsbooks across advertising, app features, app user experience, etc. and deliver consistent updates to PointsBet leaders and executives.
• Work jointly with the CRM teams (Customer Loyalty, Promotions) on drafting new retention offers, reward incentives and communication strategies based on surveyed customer preferences.

SKILLS WE SEEK

• BA or BS required. Preferred focus in Market Research, Marketing or a related field of study
• Fast Learning and Adaptable to succeed in a fast paced, time-sensitive business environment.
• Attention to Detail skills, accompanied by Strategic, Analytic, and Organizational skills.
• Experience identifying unique customer traits used to build customer segments for future distributions.
• Delivered insights with clear, actionable takeaways that allows key stakeholders to understand next steps
• Work ethic, follows through, is accountable, acts with a clear sense of ownership and takes responsibility for assigned projects and requests.
• Communicates effectively in different settings, listens to others, adjusts message / delivery for audiences and provides timely updates.
• Cultivates innovation, comes up with new and useful ideas, put creative ideas into practice and encourages diverse thinking.
• Nimble learner, learns quickly, excited to learn new things, willing to experiment to find new solutions, brings forward new ideas and takes on new challenges.
• Experience with a survey questionnaire platform (Alchemer, SurveyMonkey, Qualtrics, etc.) is a plus.
• Experience with a Dashboard / Visualization program, i.e., Tableau, PowerBI, etc. is a plus.

WHAT WE OFFER

• Company paid medical plan option for employees and dependents
• Dental and Vision
• 401(k) with a generous match
• Generous Parental Leave
• Bonus Program
• Medical and Commuter Flexible Spending Accounts (FSA)
• Paid Time Off & Paid Holidays
• Conveniently located in Downtown Denver just 3 blocks from Union Station

PointsBet is dedicated to a culture of high performance and ensuring our employees are setup to deliver their best. We offer a fast-paced, dynamic work environment where emphasis is placed on our most important asset: our people. If you are driven and in search of a new opportunity that values people, creativity, opportunity, results, and a commitment to excellence then this is where you want to be!
PointsBet is an Equal Opportunity Employer