Customer Experience Manager ( CX Product)

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Location:
Greater New York Area
Job Classification (FLSA):
Exempt
About The Role

GVC and MGM, two global gambling leaders, have joined forces to form an exclusive joint venture with the aim of building the no.1 US sports betting and interactive gaming company.

We are now seeking highly experienced, organized and results focused individuals to join this start-up, whom will be working with and influencing both parent organizations in addition to working with 3rd parties.

Reporting directly to the Director of Product,you’ll be conducting primary research, exploring the behaviors and motivations of our users through methods like customer interviews, site visits, ethnography, surveys, usability testing, and logs analysis. Your research will help to create useful, usable, and delightful new products and features for people as well as continually innovating on our existing products.

You may not be a Design Strategist, but you understand Design Thinking and how it applies to innovative product design, and how and why product decisions are made.

You’re skilled in both qualitative and quantitative methods, balancing the need to empathize with our consumers with the need to deeply understand their behaviors.

Key Responsibilities:

  • Conduct independent research on multiple aspects of products and experiences uncovering experience insights on work streams. 
  • Integrating secondary data and input into the insights process.
  • Work alongside product and design to create strategic frameworks, typologies, personas and full research plans that guide product and design teams throughout the product lifecycle in a fast-paced, rapidly changing environment
  • Advocate research findings to diverse audiences through written reports and in-person presentations.
  • Developing the screening criteria, discussion guide, and activities for each stage of insight.
  • Design and implement user-centered research throughout the design and development cycle (from discovery to delivery) using a variety of methodologies including ethnographic interviews, contextual inquiry, diary studies, concept testing, persona/profile creation and other appropriate qualitative and quantitative research techniques.
  • Exceptional ability to synthesize multiple inputs (reporting data, metrics, qualitative and quantitative insights) to arrive at recommendations that deliver customer-focused outcomes for the team.

Skills and Experience Required

  • BA/BS degree in Anthropology, Human-Computer Interaction (HCI), Human Factors, Psychology, Sociology, or a related field or equivalent practical experience
  • Previous experience in the Sports Betting and Gaming industry or a big interest in sports betting 
  • You have 3+ years’ experience conducting user research through methods such as semi-structured interviews, field research, in-person or remote usability tests, contextual inquiry, and surveys with cross functional teams.
  • Ability to work effectively as part of both small teams and larger formal groups
  • Ability to work under pressure and to tight deadlines
 
Additional Information

We are an Equal Opportunity Employer, if you are an individual with a disability and need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please contact  recruitment@roardigital.com

We are also committed to protecting the privacy for all candidates, including the protection of any personal information provided to us.  Please review our  privacy policy  for more information about our commitment to data protection.

About The Company

Roar Digital is a partnership between MGM Resorts International and GVC Holdings that is poised to revolutionize sports betting and online gaming in the United States.

We are currently based in Jersey City in the New York Metropolitan Area, with stunning views of the Manhattan skyline.

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