Vacancy Type:
23 (Entain)

Purpose of role

We’re Entain. Our vision is to be the world leader in sports betting and gaming entertainment by creating the most exciting and trusted experience for our customers, revolutionizing the gambling space as we go. We're home to a global family of more than 25 well-known brands, and with a focus on sustainability and growth, we will transform our sector for our players, for ourselves and for the good of entertainment.


Role Overview: As a vital member of the Operational Excellence Team (OPX), the Operational Excellence Analyst plays a crucial role in scrutinising and analysing customer interactions across all Entain brands. This position aims to instigate positive changes and foster a comprehensive understanding to drive overarching improvements for both Entain and its valued customers.



Key responsibilities

  • Conduct unbiased reporting and evaluation of customer interactions according to established criteria.
  • Assess end-to-end journeys for both agents and customers, identifying areas for improvement.
  • Deliver and present comprehensive findings along with actionable recommendations.
  • Identify skills, procedural gaps, and process inefficiencies.
  • Monitor and track changes implemented to assess their effectiveness.
  • Collaborate with the team to develop strategic action points.
  • Foster close relationships with various departments for seamless coordination.
  • Confident in presenting to key stakeholders.
  • Analyse customer interaction data across various channels to identify patterns, trends, and areas for improvement.
  • Regularly assess and report on customer satisfaction metrics, identifying factors that influence customer experience.



Specialist skills and experience

  • Passion for driving operational excellence.
  • In-depth knowledge of all operational processes.
  • Extensive expertise in Sports and Gaming.
  • Adaptability to evolving technologies and business needs, with a willingness to continuously improve and learn new skills.
  • Ability to interpret large datasets, with a keen eye for identifying and foreseeing trends.
  • Effectively communicate analysis findings during daily feedback loops.
  • Strong organisational skills and creative problem-solving ability
  • Excellent communication skills within the team and upwards across the Operations function
  • Proactive and highly organised
  • Demonstrated high QA scores.
  • Exceptional proficiency in English with proficiency in other languages advantageous.


Competencies / behaviours

  • Influential, with the ability to effectively persuade and inspire others towards Operational Excellence.
  • Results-oriented, with a strong focus on achieving objectives and delivering impactful outcomes.
  • Results-driven mindset
  • Self-aware, continuously seeking self-improvement and personal development.
  • Collaborative team player, working effectively with others to achieve shared goals.
  • Demonstrates integrity in all interactions and upholds ethical standards.

Diversity and equal opportunities:


As a global employer, Entain is committed to providing a safe, fun, and inclusive culture where our people feel like they truly belong.


We are a multicultural business that values, celebrates and respects individual differences, so whatever your sexuality, gender, gender identity, ability, age, race, religion or belief, you will have a voice here, and the space to do your best work.


Our diverse internal networks provide the support for you to express your views and make a positive difference, all for the good of entertainment.


About Entain

We may sit on the FTSE100, but for millions of customers worldwide, we’re the brands they hold in their hands – and heart. As the home of household names like Ladbrokes, Foxy and PartyPoker, to name just a few, we elevate lives with moments of excitement. And right now we’re elevating ourselves above the competition. We’re leading the industry in bold new directions - and it’s our diverse and talented team who are making this possible. Believe us, the best is yet to come. For our customers. For our future. For your career.

DEI and Wellbeing @ Entain

Our vision is to be the world leader in betting, gaming and interactive entertainment, and we know that the most successful businesses are the most sustainable ones. Diversity and inclusion is key to sustainability and success and our goal is to attract, engage and retain the best talent globally, bringing the best thinking to our business from inside and outside of our sector. Our ambition is to make sure everyone at Entain feels valued, respected and included. Inclusion is embedded in everything we do, because we know when we feel respected and heard, we do our best work. Sustainability drives everything we do, and doing what’s right is one of our core values. Diverse teams have more creativity, imagination, innovation and problem solving capabilities. We are committed to tackling inequalities and creating a diverse and inclusive business. Here, we celebrate our individual differences, and make sure everyone feels supported, respected, and empowered to thrive – and that starts from the moment you apply to join us. We want our employees to feel healthy and supported at home and at work. That’s why we have our Well-me programme, which provides information, tools and training to help our people look after their mental and physical wellbeing in ways that matter to them.

Life @ Entain

We’re a team who love to play, and win, together. We love building bonds between our people, and we love to build your career up too. Join us, and we won’t just be your employer, we’ll be your biggest cheerleader. We’ll give you the power to lead the conversation on your learning and career goals from day one, and then get behind you with all the support you need to take your career – and our business – to new heights.