Gaming:Welcome to the world of land-based gaming. At Light & Wonder, it’s all about the games, and our Gaming team builds cutting-edge technology, products, and content for the most iconic casinos and operators across the globe.Position SummaryJob Summary:This role, reporting to the Head of Customer Strategy, will be working closely with the Head of Customer Strategy to delve into customer insights across the end-to end sales lifecycle.They will be responsible in assisting the Head of Customer Strategy with a broad range of topics and projects leading growth, delivering efficiency and moving us toward best-in-class customer experience and compliance. The role requires a strong grounding in cross-functional collaboration, long term strategic planning and an ability to solve problems ‘on-the-fly’ to bring Light and Wonders vision and values to our valuable customer base. They will live and breathe a culture of continuous improvement, be data driven, bring a variety of insights/perspectives and be a natural problem solver. The ideal candidate will take ownership, be self-directed, work well in a team and be willing to roll their sleeves up and get into the detail as required, helping the business drive customer centricity leveraging data, insights and digital. They will be adept at concise communication and leverage their skills to manage complexity and summarise messages to bring the businesson the journey. Through our products, service and experience proposition, they will help drive the customer agenda and overall experience,connections that ultimately strengthens brand loyalty.Duties and Responsibilities:Work closely with the Sales Team, Head of Customer Strategy and ANZ MD to structure, prioritise and execute against a significant and diverse change agendaincluding:Assist in developing and communicating the CX vision and sequenced actions required to bring this to life includingdeveloping and driving key customer metrics across the organisationHelp move the business to more data-informed insights and decision-making by ensuring the customer experience is always prioritised.Lead and manage customer experience transformation projects, leveraging data, research, and industry best practices to design and execute impactful initiatives e.g. closed loop feedback programmeDevelop and analyse customer feedback, survey results, and operational data to identify customer pain points and define action plans to address experience gapsBuilding reporting progress and insights, opportunities and recommendations to senior leadershipKnowledge, Skills and Abilities:Knowledge on quantitative or qualitative research methodologiesAbility to use data to support and drive decision making.Experience or exposure to customer-centric support and service design approaches – including design thinking, journey mapping, experimentation and interactionProficiency in using customer experience tools and software such as customer feedback management systems, CRM platforms, and data analytics software to developing insightsAdvanced written and oral communication / interpersonal skills with the ability to present ideas, perspectives andIssues to senior management and large audiencesAdvanced analytical, structured problem-solving and organisation skills, as well as a high attention to detail.Demonstrated ability to work with and incorporate multiple data sourcesCross functional change management and decision makingExperience in working under pressure, managing multiple conflicting priorities and meeting timeframesAdhere compliance initiatives, ensuring industry leading practices are followedStrong presentation, negotiation and influencing skillsExperience in mental agility unpacking complex instructions - track and followStrong EQ & IQExperience, Education and Qualification:5+ years industry or consulting experience with strengths in clear communication, managing complexity and influencingExperience in delivering customer experience and strategyHave a strong CX understanding and passionExperienceA demonstrated ability in translating customer preferences, regulatory requirementsWorking Conditions:The work conditions are representative and typical of similar jobs in comparable organisationsMay require domestic and international travelLight & Wonder and its affiliates (collectively, “L&W”) are engaged in highly regulated gaming and lottery businesses. As a result, certain L&W employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contracts. In order to ensure L&W complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, L&W requires all of its employees to meet those requirements that are necessary to fulfill their individual roles. As a prerequisite to employment with L&W (to the extent permitted by law), you shall be asked to consent to L&W conducting a background screening.This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above.Workplace Health & Safety:Actively co-operate and comply with the company’s WHS Policy and Program to ensure own health and safety and the health and safety of others in the workplaceEnsure compliance with safe work practicesEnsure not to put self and others at riskUse and maintain equipment properly and ensure that the work area is free of hazardsReport all incidents, injuries and near missesReport any hazard or accident to the supervisor or manager as soon as it becomes apparentAdvise your manager if you do not believe you have the skills, training or equipment to safely perform your duties(Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.Qualifications
