Customer Insights & Optimisation Manager (Melbourne or Darwin)

• Hybrid role – Melbourne or Darwin location
• 5 weeks annual leave + other amazing benefits
• Genuine career development opportunities

About Us

At Sportsbet, we’re united behind our purpose to “Bring Excitement to Life” for our 2 million customers (and growing!). We do this by over-delivering through our commitment to fun, challenging the status quo and living our values. As part of the Flutter Group, we’re a global player, but in Melbourne, Sydney and Darwin we’re a tight knit group of 1,300 teammates (of which over half are in our Tech and Data Science teams!).

We are a significant contributor to the Australian economy through racing and sporting codes, and we are committed to having a positive impact in society by supporting our customers, our communities, and our employees. Our commitment to responsible gambling is genuine and demonstrated through the wide range of responsible gambling initiatives and tools.

In 2023, we were a recipient of LinkedIn’s Top 25 Companies for our focus on career development and awarded the Top 10 Workplaces for Women through Work180. Our commitment to making Sportsbet the best place to work is never-ending.

About The Role

The Customer Insights & Optimisation Manager will play a key leadership role within the Customer Experience and Insights team. This is a hybrid role that can be performed from either our Melbourne or Darwin office.

This individual will ensure visibility into performance across all customer and operational touchpoints, leveraging data-driven insights to help the team understand customer challenges, identify opportunities for impact, and prioritize transformation initiatives.

The Customer Optimisation & Insights Manager will be responsible for Service Design and for leading initiatives to drive performance, improvement and transformation within the broader Operations department. This includes opportunity identification, ideation, solutioning and overseeing the delivery.

Responsibilities Include:

• Analyse customer data to provide actionable insights that improve the impact and efficiency of initiatives
• Identify trends, pain points, and opportunities for service improvement across channels (voice, chat, email)
• Evaluate customer journeys within the contact centre environment to reduce friction and improve first contact resolution
• Conduct bespoke analysis that generates insight to drive outcomes and test hypotheses
• Report on performance and impact, using data to inform decision-making and drive strategic changes
• Lead the design of end-to-end service experiences that meet customer needs and expectations
• Use human-centred design principles to ensure services are intuitive, accessible, and inclusive
• Develop detailed customer journey maps and service blueprints to visualise current and future state experiences

About You

• Strong attention to detail
• Proficient at presenting and articulating information and ideas to stakeholders unfamiliar with same
• Data Analysis to produce actionable insights
• Familiarity with analytics tools (Power BI, Text Analytics, etc.)
• Proven leadership or support experience in a Contact Centre or Operational environment
• Experience in a data-leaning role (trend analysis, planning & measurement, forecasting, reporting, etc.)
• Experience in the delivery of initiatives or optimisation in an operational environment
• Ability to challenge the status quo

The Perks & Benefits

We work hard and play hard, so along with a competitive salary and generous performance-based bonus, here’s some of our other perks:

• 25 days annual leave (that’s right, a whole extra week!)
• Genuine flexible working policy with a $800 work from home office allowance
• Weekly concierge service including free massages, manicure/nail appointments – all onsite!
• Daily fresh fruit, free breakfast, sparkling water and Kombucha on tap in the office
• Development budget to send you to conferences, events, courses, and other learning opportunities
• End of trip facilities with an onsite table tennis and pool table
• Access to our Employee Assistance Program and a Circle In membership
• Industry leading Parental Leave support program with 26 weeks paid leave for Primary Carers and no wait time. We also have a progressive return to work benefit for your first 6 months back: come back for 3 days, get paid for 4; come back for 4 days, get paid for 5

We encourage you to apply as soon as possible as we review candidates within 2 weeks of advertising. Be sure to check out our Life@Sportsbet Instagram page, Sportsbet LinkedIn page as well our careers website for more information and insight into our culture.

What’s the Green Tick Feeling?

Well, it’s different for everyone, yet unites us all. It’s the feeling you get when you succeed, no matter what success looks like to you. It could be developing your career, it could be working on an industry leading project, or it could be making it to school pick up in time. It's all the little and big things that make you feel like you’re thriving when working at Sportsbet.

We’re an inclusive employer who welcomes you for who you are, as you are – so, if you require adjustments to the recruitment process, please let us know in your application. We also know flex means different things to different people, so let us know how we can support you to be your best.

Ready for your Green Tick Feeling? Apply now