Player Insights Manager

British Columbia Lottery Corporation

18d • Remote

About The Position

The Player Insights Manager will play a pivotal role in advancing the organization’s Player Experience (PX) practice by developing and delivering actionable, comprehensive player insights. This role will integrate various sources of data (perception, operational, outcomes, etc.)  that help senior leaders understand player behavioral insights to drive continuous improvement and enhance the overall customer journey.
As part of the PX function, this role will be a driving force ensuring that every decision is rooted in a deep understanding of the Customer. By delivering actionable insights and fostering cross-functional collaboration, the Player Insights Manager will significantly contribute to improving customer satisfaction, loyalty, and overall business success. As an insights expert they will also help build the organizations data and insights capabilities.

Requirements

• Bachelor’s degree in Business, Marketing, Sociology, Statistics, or a related field; advanced degree preferred;
• 5 to 7 years of relevant experience;
• 5+ years of experience in customer insights, research, data analytics, or related roles.
• Strong understanding of qualitative and quantitative research methodologies and their application in a business context;
• Proven ability to synthesize diverse data sources into clear, actionable insights;
• Strong aptitude for identifying trends and patterns when working with complex data;
• Demonstrated ability to see the big picture and connect individual insights to organizational goals;
• Solid understanding of advanced analytics (statistics, simulation, optimization, decision trees, etc.) and on-hands experience with statistical software packages (SAS, SPSS, R or similar) to help solve business issues;
• Strong understanding of CX frameworks, customer journey mapping, and KPI development;
• Experienced with Microsoft Office Suite: Word, Excel, Outlook, etc., advanced analytical skills and able to run pivots and comfortable looking at large data sets.
• Advanced business acumen;
• Demonstrated ability to communicate technical complex metrics and insights succinctly to a non-technical audience;
• Excellent communication and storytelling skills to translate data insights into actionable recommendations;
• Strong interpersonal skills and a proven ability to build productive relationships;
• Advanced demonstration of analytical skills and able to analyze situations and develop creative and executable solutions; 
• Advanced demonstration to lead technical projects and work collaboratively with cross-functional teams, providing technical guidance;  
• Demonstrated ability to act as a change agent to champion continuous improvement;
• Able to work within a fast-paced environment and respond well to evolving business needs.

Nice To Haves

• Proficiency in data visualization tools (e.g., Tableau, Power BI) and familiarity with statistical tools (e.g., SPSS, R, Python) is an asset;
• Understanding of Agile methodology or experience working with a cross-functional team environment would be an asset;
• Understanding of B.C. gaming industry would be an asset.

Responsibilities

• Acts as a subject matter expert on customer insights and works closely with senior leaders to integrate customer insights so the player is embedded into high-level business strategies and decisions.
• Develops customer experience impact reports that translate data into compelling narratives for stakeholders. Leads the synthesis of data from primary research, customer analytics, and third-party sources to create holistic customer insights that inform strategic decisions, ensuring data-driven insights resonate with stakeholders.
• Designs and implements data-driven strategies to interpret customer behavior and improve engagement.
• Designs research to gather insights and creates standardized metrics to evaluate customer engagement, satisfaction, and retention across different lines of business. 
• Embeds customer-centric insights into journey mapping, persona development, and experience design.
• Gathers key customer experience metrics and KPIs from various sources (surveys, sales records, social media, etc.), explaining why they matter and how they impact customer loyalty and retention. Presents insights through dashboards and reports to help stakeholders understand customer behaviors.
• Conducts a thorough and in-depth analysis of data to Identify patterns and trends, uncover hidden insights, and relationships. Examines data from various angles using sophisticated techniques to extract actionable knowledge. 
• Contributes to the ongoing development of the organization’s CX measurement frameworks and KPIs. Provides indexing metrics to lines of business (i.e. measures Customer satisfaction).
• Identifies insights that reveal customer needs, pain points, and opportunities, and summarizes findings into clear, actionable recommendations that inform Customer Experience (CX) strategies and initiatives. 
• Builds required insights infrastructure to meet future business needs and to deliver on strategic initiatives by fostering a culture of collaboration and encouragement with technical teams and business stakeholders.
• Makes certain insights are tailored to meet the needs of various stakeholders, including leadership, product teams, and marketing partners by working closely with teams across product, marketing, and customer support.
• Advises on best practices, identifies emerging trends, finds areas of opportunity and drives business performance through a combination of business acumen, technical expertise and analytical skills.

Benefits

• Robust wellness programs to enhance your physical, mental, social, financial and career well being
• We pride ourselves on our flexible working model which supports work-life integration and our 37.5 hour work week
• Our Play It Forward program provides volunteer hours for our people each year

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees