User Researcher (Voice of the Customer)

ARB Interactive•Miami, FL

About The Position

We are ARB Interactive, the team behind Modo Casino, one of the top Social+ platforms in the US. Founded in 2022, we've grown to nearly 200 team members and were named one of LinkedIn's 2025 Top 50 Startups in the United States. We move fast, think big, and love bold ideas that push boundaries (and buttons). From new rewards to fresh game mechanics, every challenge is a chance to innovate and have fun doing it. Our culture is collaborative, curious, and full of laughter because great ideas grow best between coffee, code, and a few epic high-fives. Position Overview We are looking for a strategic and player-focused User Researcher / Voice of the Customer to champion the voice of our players and help shape the future of the Modo Casino experience. As the User Researcher / Voice of the Customer supporting Modo Casino, you will own the strategy, collection, analysis, and communication of player insights across the platform. You will work closely with Product, Marketing, VIP, CRM, Player Operations, Data, and Leadership teams to ensure player feedback and behaviors directly influence business and product decisions. This role is responsible for deeply understanding the player journey, identifying pain points, uncovering opportunities, testing experiences, and translating customer feedback into actionable recommendations that improve engagement, retention, satisfaction, and loyalty. You will serve as the internal advocate for the player experience and help ensure Modo Casino continues to deliver best-in-class entertainment experiences for our players.

Requirements

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

Nice To Haves

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

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