Responsibilities

Build and lead the Voice of the Customer (VoC) program for Modo Casino
Develop scalable systems to collect and organize player feedback across surveys, interviews, reviews, social channels, support interactions, and gameplay experiences
Create closed-loop feedback processes to ensure player insights drive action
Serve as the internal advocate for the player perspective across departments

Conduct qualitative and quantitative player research to understand behaviors, motivations, frustrations, and engagement drivers
Design and execute player interviews, usability testing, surveys, focus groups, and concept validation sessions
Partner with Product and UX teams to validate new features, promotions, events, and player experiences
Analyze trends across retention data, player behavior, support tickets, sentiment, and customer feedback
Identify opportunities to improve onboarding, retention, monetization, VIP experiences, and overall player satisfaction

Partner closely with Product, Marketing, CRM, VIP, Data, Fraud/Risk, and Player Operations teams
Support roadmap prioritization and strategic decision-making through player insights
Present research findings, trends, and recommendations to leadership teams
Help teams better understand customer sentiment and player journey friction points

Develop dashboards and reporting around customer sentiment and player experience metrics
Track KPIs including NPS, CSAT, retention, engagement, loyalty, and player satisfaction
Monitor competitor experiences and industry trends to identify innovation opportunities
Deliver actionable insights that improve the overall player journey and business performance

Qualifications

3+ years of experience in User Research, Customer Insights, Voice of the Customer, UX Research, or related fields
Experience conducting both qualitative and quantitative research
Strong analytical and problem-solving skills with the ability to turn insights into recommendations
Excellent communication, storytelling, and presentation skills
Ability to work cross-functionally in a fast-paced, high-growth environment
Experience working with Product, Marketing, Data, or Customer Experience teams
Familiarity with customer research and analytics platforms
Passion for player experience, gaming, entertainment, or consumer-facing products

Experience in gaming, social casino, sports betting, entertainment, or tech industries
Familiarity with tools such as Tableau, Qualtrics, Dovetail, UserTesting, Hotjar, or similar platforms
Understanding of customer journey mapping and UX research methodologies
Experience presenting insights to executive leadership teams