Job Description

You will be responsible for defining the future strategy and customer experiences for account management that will enable us to deliver industry-leading experiences across our UK&I brands. Think registration, verification, login and recovery, my account journeys, customer profiles, and settings. Many of these areas are due overhauls across our brands in the upcoming roadmap.

• Champion the customer
• Lead and facilitate cross-discipline working groups.
• Be customer obsessed: putting the customer at the heart of products and decisions.
• Clearly articulate the respective customer “why” behind the strategy and plan.
• Be clear and concise in capturing requirements and priorities: aligned to the strategic goals of Flutter UK&I understanding the goals of Paddy Power and Betfair and Sky Betting & Gaming.
• Understand distinct segment personas, drivers of performance, behavioural attributes pain points and customer journeys and use evidence to demonstrate customer needs.
• Think strategically in defining the project outcomes.
• Define customer needs and business goals, clearly articulated value impact and project outcomes that are agreed with key stakeholders.
• Collaborate with stakeholders to define & communicate the customer outcomes.
• Work collaboratively with stakeholders to ensure buy-in, alignment and agreement on the strategic plan.

Required Knowledge, Skills, and Abilities

• You will have demonstrable experience championing the customer and driving the customer experience in the journeys you manage.
• You understand the important role an easy, seamless experience has for users.
• You can lead a group stakeholders to establish the problems our customers experience, you can work with designers to ideate on solutions including the use of data to validate, and you are willing to engage with technology stakeholders to understand the feasibility of the way we can solve the problems.
• Knowledge of the sports, betting/gaming industry would be an advantage.