Senior Data Analyst - Customer Service

Overview

As a Senior Data Analyst – Customer Service, you will use data and analytical techniques to gain insights, address issues, overcome challenges and drive efficiencies with a particular focus on the customer care/service domain. You’ll join a fast-paced team that thrives in distilling actionable information from large data sets. The roll will be expected to work collaboratively across multiple business units and communicate evidenced based findings to influence the decision-making process.

Responsibilities

• Analyze customer service data from various sources (e.g., CRM systems, call center recordings, surveys) to identify trends, patterns, and areas for improvement.
• Develop and maintain data models and dashboards to visualize key customer service metrics.
• Conduct root cause analysis to identify the underlying reasons behind customer issues and dissatisfaction.
• Support the development and implementation of data-driven initiatives to improve customer service processes and agent performance.
• Partner with stakeholders across the organization (e.g., customer service leadership, product teams, marketing) to translate data insights into actionable recommendations.
• Stay up-to-date on the latest customer service trends and technologies.
• Communicate complex data findings in a clear, concise, and compelling way.
  
  

Education

• You will expected to have a BSc or MSc Degree educated in a Statistics, Maths or Science based subject
  
  

Qualifications

• Bachelor's degree in Data Science, Statistics, Business Analytics, or a related field (or equivalent experience).
• 4+ years of experience in data analysis, preferably with a focus on customer service or a related field.
• Strong analytical skills with proficiency in SQL and data visualization tools (e.g.Power BI).
• Skilled in data analytics using python
• Excellent communication and presentation skills, with the ability to explain complex data findings to a non-technical audience.
• Proven ability to work independently and manage multiple projects simultaneously.
• Strong problem-solving skills and a passion for continuous improvement.
• A deep understanding of customer service principles and best practices (a plus).
  
  

Additional Requirements (if Applicable)

• Some knowledge of reporting tools, Tableau / MicroStrategy / Power BI or similar
• Advanced use of Microsoft Office especially Excel and Powerpoint
• Curious in nature
• Good verbal reasoning skills
• Articulate and confident when presenting the output of your work
• Highly data and statistical driven
  
  

About Our Culture

Building BetMGM from the ground up takes effort, energy, and teamwork, but that’s what will make leading this industry all the more satisfying. We stay focused on our main goal with the help of these four company pillars:

• Believe in Your Game – Take your shot! There’s a freedom to explore ideas usually only start-ups are lucky enough to experience.
• Backed by the Best - With our expertise—merged with that of our world-class investors—we have the opportunity to take this business, and ourselves, farther than anyone has ever imagined.
• Do What’s Right - We operate with clarity and simplicity, always doing the right thing by our customers and each other, standing shoulder to shoulder every day.
• Hustle Hard - Our combined commitment and ambition is what drives us to create some of the most innovative products in the industry.
  
  

What We Offer

As a valued employee, we’re committed to giving you the resources and support you need. We offer Medical, Dental, Vision, Life Insurance, Commuter Benefits, Paid Time Off, Holidays, Employee Resource Groups and more!

Gaming Compliance

Candidate must comply with and support the company’s responsible gambling policies, procedures and initiatives.

This job description is not an exclusive or exhaustive list of duties a person in this position may be asked to perform from time to time.

BetMGM LLC is an Equal Opportunity/ Affirmative Action employer. We provide equal employment opportunities to all qualified employees and applicants for employment without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability, or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development. If your experience looks a little different from what we’ve identified and you think you’ve got what it takes, we’d love to learn more about you.

If you need assistance or accommodation with your application due to a disability, you may contact us at recruitment@betmgm.com.

Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. The position is also eligible for an annual bonus.