Vacancy Type:
23 (Entain)

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, revolutionising 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 and for ourselves.

The role in a nutshell:

The Operational Excellent Analyst will be part of our exciting team undertaking customer contact reviews on brands across the business to drive operational excellence in all areas, using the customer sentiment tool, Medallia.

We are looking for company experts, who have outstanding knowledge of all aspects of the business and our current processes and procedures.

What you'll be doing:

  • Through the data received from Medallia, review contact dependent on customer sentiment scoring
  • Unbiased reporting and reviewing of this data, producing deliverable action points
  • Beginning to end journey assessment for both agents and customers to identify improvements from the data produced by Medallia
  • Delivery of findings with recommendations
  • Identifying skills, processes and procedural gaps
  • Tracking of changes made to help evaluate their success
  • Collaborating with the team to create action points
  • Working closely with other departments
  • Daily reporting

What we need from you:

  • Business-level German or Portuguese language skills
  • Ability to adapt to changing priorities and to thrive in a fast-paced work environment
  • Desire to drive Operational Excellence
  • Excellent Knowledge in MS Office, Power Point and MS Excel in particular
  • The ability to interpret large data sets - with a keen eye for detail to pick up on any trends, drawing insight from data to inform tactical improvement opportunities
  • The ability to effectively communicate any findings in analysis during regular feedback loops
  • Proficient at constructing compelling outputs using a variety of data driven concepts
  • Strong ability to organise yourself and think outside the box
  • Logical thinker who can define and develop insight solutions which can credibly inform stakeholders
  • An excellent communicator both within team and upwards to various colleagues across the business
  • Organised and proactive, able to prioritise workload
  • Problem solver
  • A good track record of high QA scores
  • A drive for results
  • Sports/ sports betting and online gaming knowledge would also be advantageous


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.