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About The Role
 An excellent career opportunity has risen for a Senior Research Executive - Voice Of the Customer to join our talented team at Ladbrokes Coral, a part of the GVC Holdings group, a FTSE 100 company and one of the world’s largest sports betting and gaming groups. Your role will be implementing a key function in Insight & Research in a dynamic industry, .
  
GVC are committed to being a data-driven organisation and this Voice of the Customer programme is key to helping the business focus on the things that matter most to customers. Satisfied customers are more committed to the brands, transact more often and cost less to serve. 
 
Being guided by the Head of Customer Experience, this role will be responsible for overseeing the smooth running of the “Voice” programmes that will be the mainstay of our measurements of success, as well as being a key source of data for guiding customer improvement.
 
Reports produced need to highlight customer pain-points and break down the feedback into actionable elements, feeding into business cases for change and challenging the status quo which can then be steered by the Head of CX.

This role will be responsible for the running of 5 programmes across 3 brands (Coral, Ladbrokes and Gala with a potential extension to Foxy):

  • Voice of the Customer – Digital (across sports and gaming)
  • Voice of the Customer – Digital Customer Services
  • Voice of the Customer – Retail
  • Voice of the Frontline – Retail
  • Voice of the Customer – Retail Customer Services 

Running the programmes will involve managing our agency relationship, regular reporting, answering ad hoc requests from internal stakeholders on cuts of the data, ensuring the security and reliability of our data feeds serving the survey.
 
The programmes are at different stages of maturity, so the retail elements are going to require more steering in terms of their set up and future success. The VOF programme in retail, which is a survey of our shop colleagues view of the customer experience, will also require regular internal feedback via our magazines and internal communications teams.

This role will also need to work closely with the Gala Voice team to share insights and best practice. 

Key Responsibilities
  • Gala Bingo have their own Voice of the Customer programme. They recently changed the questionnaire to identify Gala Spins customers and so managing the effective data gathering and reporting of this new customer group will be key. To do this you’ll work closely with MARU our research supplier.  
  • Sometimes we change internal systems which can affect the data feeds of customer data to our supplier. It’s crucial that this person looks out for potential disruption like that and oversees transitions of data feeds as well as managing this for any new brands or customer groups. Feedback needs to be continuous measurement. 
  • Keeping the Voice of the customer projects compliant with GDPR whether that be from a customer or a supplier point of view. 
  • Working with the research analyst and our Business Intelligence team to connect the Voice programmes to our customer transactional data in an automated way
  • Ensuring the method is sound and consistent with the best representation of our customer base as possible
  • Reviewing text analytics output and ensuring codeframes are the best they can be
  • Feeding KPIs into a customer dashboard
  • Ensuring key stakeholder teams receive the relevant daily feeds of VOC and amending lists as personnel change
  • Helping with the preparation of annual contracts & invoicing
  • For the future considering ways to close the loop on customer feedback
Keeping abreast of industry developments in VoC programmes

Additional Information
-Qualifications and Educational Requirements
  • Degree level candidates
  • MRS qualification preferable but not essential
Specialist Skills and Experience Required
  • Experienced in managing market research projects
  • Previous experience in managing customer experience feedback programmes desirable but not essential
  • Solid training in market research to understand the rigours of sampling and analysis
  • Understanding of data integration
  • Knowledgeable about data protection and keen to enforce correct practice both internally and with suppliers
  • Proficient in using Excel and PowerPoint to analyse data and present it clearly
  • Organised but adaptable
  • Willing to question / challenge
  • Commercially minded