Job Description
The Role
Responsible for leading and delivering strategic customer experience improvements across defined business verticals within FDJ United's online brands, with a focus on translating insight and data into measurable CX change at scale. Acts as the strategic CX partner for assigned verticals, shaping vertical roadmaps, leading cross-functional delivery of priority initiatives, and embedding AI‑first thinking across CX execution. Ensures customer feedback, behavioural data, and automation drive improvements in satisfaction, retention, and conversion while promoting best practice and innovation across the CX function, with particular attention to Responsible Gaming principles and the constraints of operating within a highly regulated industry.
Experience, Knowledge & Skills
- 5–7 years in CX, strategy, or digital roles within fast‑paced or regulated environments (e.g. online gaming, fintech, telecoms).
- Proven track record of improving s...