Fraser Dunk - Ex-DAZN | Fractional CX Consultant | Start-up Founder, QX Lab

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Work Background

Dunk ConsultingCustomer Experience Consultant

Dec. 2022We offer a CX Maturity Assessment - pls reach out if interested. dunkconsulting.co.uk -- Customer Experience means a lot of different things to a lot of different people. At the crux, it is an enablement expertise. The purpose of any CX team is to enable a business to make more effective decisions, with the customer at the heart of that process. In fact, the purpose of any CX team should be to remove the need for a CX team. It begins with the strategic optimization of your processes, the implementation and expansion of appropriate tools, and the empowerment of your existing workforce. These actions pave the way for cultivating in-house expertise that drives commercial performance. I aim to take clients on that journey. Project Examples: -set up of design function - including centralisation of all UX, UI, Design Ops, Insight, Analytics and Experimentation employees. -Oversaw (pm'd) design, development and launch of new brand for igaming company -creation of new (atomic) design system & storybook(s) across three product verticles and 8 brands -launch of new customer reporting (VoC) framework and improvement programme, including remodelling of customer support operational reporting - Heurisitc analysis of iGaming industry -development of KPI tree & advancement of experimentation programme (front end to server side) to embed data-driven decision making Industries: iGaming | Media | E-com | HealthTech | FinTech

The Social Ad GroupProduct Manager - Sport & Gaming

Nov. 2012 - Apr. 2014Flutr is a unique social, native advertising tool. Key responsibilities: • Product development – analyzing product performance, a/b testing and designing, helping develop and building new variations of product. • All sales - developing contacts and leading meetings to both publishers and advertisers. • Marketing – plans & strategy for brand development and communication. • Marketing – creating of all sales collateral and website/social content • Account management Key clients: Yahoo! William Hill, Ladbrokes and SkyBet & Sky Media. Awards: *Winners of the IDEALondon start-up competition 2013 - http://www.wired.co.uk/wired-insider/2013/cisco-competition *Winners of the Sports Technology Awards 2014 - http://www.sportstechnologyawards.com/ *Everline Future 50 Winner

DAZN GroupVP Customer Experience

Jul. 2021 - Nov. 2022London, England, United Kingdom- Leading definition of Customer Strategy - Customer Centricity Maturity Assessments - Expanding DAZN insight capabilities - Launch of holistic VoC programme - Launch of Customer Journey mapping and improvement programme - Customer Community Management - NPS improvement planning - Improving transparency of customer data and employee enablement - Developing CX project prioritisation framework - Cross functional CX transformation - Ownership of CX budget

DAZN GroupHead Of Global Customer Experience

Jun. 2018 - Jul. 2021London, United KingdomJoined DAZN to set up and run Customer Experience function.

Betsson GroupGroup Head Of Customer Experience

Jun. 2016 - May. 2018MaltaBetsson Group is a top 10 EU iGaming operator. Responsibilities: • Owning front-end vision for Group, across all brands, products and devices, based on data, research, insight and industry best practice. • Defining measurement, roll out and release plans for core products • Management of product UX and UI experts across Sportsbook, Casino and Common • Mapping and optimizing user journeys • Stakeholder Management • Change Management

Betsson GroupHead of Customer Experience - Betsson.com

Apr. 2015 - Jun. 2016MaltaBetsson.com is the flagship brand of Betsson Group - a top 10 EU iGaming operator. Responsibilities: • Defining “CX” team structure and building team. • Defining UX processes for Betsson Group, and encouraging testing culture. • Aligning Research, UX, Design and Product teams to deliver best in class, customer-centric products. • Leading User Testing and Customer Research projects for whole Group. • Leading A/B and MVT testing for Betsson brand. • Own brand vision, creative and site experience • Mapping and Optimising User Journeys

Betsson GroupProduct Owner - Betsson.com

Jul. 2015 - Dec. 2015MaltaBetsson.com is the flagship brand of Betsson Group - a top 10 EU iGaming operator. Responsibilities: • Management of 9 employees consisting of FE developers, QAs and a Team Lead • Roadmap and Release planning • Creating specifications and defining deliverables • Translating business requirements to technical solutions • Stakeholder Management

EY-SerenProject Manager

Apr. 2014 - Apr. 2015London, United KingdomSeren is a Customer Experience and Design agency working with Global clients across Financial Services, E-Commerce, Telecoms and Gaming. Key responsibilities: • Leading the project relationship to ensure successful delivery, on time and on budget. • Agile Project Management • Stakeholder Management. Clients worked with include; Betsson, NetPlay, Virgin Media, Vodafone, Lloyds, Financial Times.

BetfairCustomer Insight Contractor

Jun. 2012 - Nov. 2012HammersmithI worked as part of the Global Customer Insight team; working across UX, Research & Development for all consumer facing products. Responsibilities included: • Research – moderated usability and focus group sessions, across products and devices. • Reporting – Regular reporting on industry and digital trends to key stakeholders • Moderator - I was community moderator for the Inside Track, Betfair’s online research community of over 1300 people. • Data – Analysing product and commercial data and delivering insights to Sr Management.