This is a high-visibility role which sits at the border between strategic problem solving and operational execution for a fast-growing iGaming business operating across 10+ international markets.
Customer Journey Mapping Execute detailed mapping and documentation of existing customer journeys across acquisition, onboarding, activation, compliance and retention. Document and evaluate user journeys, with the support of AI tooling (Claude), flagging pain points and inconsistencies across multiple brands and markets. Identify lifecycle friction points, customer drop-offs and performance gaps across customer funnels Customer Journey Analysis Proactively analyse funnel data, conversion metrics, and player drop-off statistics from Tableau/BI tooling/Mixpanel to identify critical drop-off points in the customer journey Support the development of journey baselines, KPIs and performance measurement frameworks. Produce actionable insights to support prioritisation of customer journey improvements. Conduct routine benchmarking and competitive analysis on competitor onboarding, payment, and engagement journeys. Programme Execution Support the Strategic Initiatives Manager and Customer Strategy Manager in establishing customer journey frameworks and baseline analysis. Propose user communication improvements in line with legal, regulatory, and creative requirements. Prepare journey maps, presentations and supporting documentation for workshops and stakeholder reviews. Track actions, milestones and progress across the CCJ programme.
