Head of Customer Experience at Betsson Group

, , Malta -

Full Time

Start Date

Immediate

Expiry Date

09 Feb, 26

Salary

0.0

Posted On

11 Nov, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience, Service Design, Product Design, Customer Strategy, Journey Mapping, Data-Driven Decision Making, Collaboration, Insights Integration, Cross-Channel Experience Improvement, Team Building, Governance Frameworks, Customer Trust, Retention, Satisfaction, Commercial Performance, High-Volume Digital Environments

Industry

Entertainment Providers

Description

Our Product Department is now hiring! Betsson Group is looking for a Head of Customer Experience to join us in our Malta HeadQuarters. The Wow As Head of Customer Experience, your mission is to champion and orchestrate the end-to-end customer journey across all products and channels. You will work within a small but impactful team focused on aligning design, insights, and operations to deliver consistent, data-driven experiences that improve satisfaction, retention, and brand trust. Operating as a strategic partner to UX, Product, and Marketing, you will define and drive the wider customer experience vision, governance, and customer experience metrics across the organisation. What's in it for you? Define and lead the CX strategy - establish a unified vision and measurable principles that connect customer needs, business goals, and brand values across all products, channels, and markets. Own end-to-end journey orchestration - map, measure, and continuously improve key customer journeys, removing friction, optimizing transitions, and ensuring consistency across digital and service touchpoints. Drive data-informed decision making - collaborate with Insights & Research to transform behavioural data, feedback, and market trends into prioritized actions that improve satisfaction, retention, and conversion. Champion experience governance - create frameworks, councils, and dashboards that align Product, Design, Marketing, and Operations around shared CX goals and performance metrics (CSAT, churn, and/or equivalent metrics). Enable cross-functional delivery - partner with Product Design to align interaction quality, content, and brand expression with the overall journey; ensure accessibility, inclusivity, and usability are embedded. Measure and communicate business impact - define KPIs, monitor CX health, and quantify ROI through uplift in loyalty, advocacy, and cost-to-serve efficiency; report regularly to senior leadership. Coordinate with Regional Commercial, Marketing, CRM and Operational teams to unify the experience across all touchpoints of our product offering and wider journeys. Act as the representative of the customer in strategic decisions, ensuring experiences are designed not just for usability, but for trust, value, and long-term engagement. You’re good with: 10+ years’ experience in customer experience, service design, product design, or customer strategy roles, with at least 5 years in a senior leadership or cross-functional orchestration capacity. Proven record of developing and executing CX strategies that drive measurable impact on retention, satisfaction (e.g. CSAT), and commercial performance. Experience leading journey mapping, customer insight integration, and cross-channel experience improvement across digital and operational touchpoints. Demonstrated success in collaborating with Product, Marketing, Operations, and Engineering teams to align CX goals with delivery roadmaps. Background in data-driven decision making, translating analytics, behavioural research, and feedback loops into actionable priorities. Strong exposure to regulated, high-volume digital environments (e.g. fintech, e-commerce, iGaming, telecoms, or travel) where customer trust and compliance are critical. Experience building and mentoring CX, service design, or insight teams, and establishing governance frameworks or CX councils across departments. What we offer Much like riding a rollercoaster, sometimes life at Betsson can be lightning fast with twists and turns but always FUN! Then again, what else would you expect from a business 75% millennial and 1700 strong, spread across 7 offices with 900 based out of our Malta HQ alone! We recognise it may not be for the faint-hearted, but if you’re a go-getter, initiator and adrenaline junkie, always striving to push the boundaries and challenge yourself, then you’ll fit right in. Challenge accepted? By submitting your application, you understand that your personal data will be processed as set out in our Privacy Policy

Responsibilities

As Head of Customer Experience, you will champion the end-to-end customer journey across all products and channels. You will define and drive the wider customer experience vision and governance across the organization.