GAME THEORY RESEARCH LIMITEDHead Of Customer Experience
Jan. 2018 - Nov. 2018Experienced Head of CX with a demonstrated history of working in the gambling & casinos industry. Skilled in monitoring and driving improvements in NPS and CSAT scores, running customer feedback projects and developing strategic improvements and developments to existing customer journeys. I am genuinely interested in what drives superlative Customer Experience and how it can be improved in all different companies and for different customers. In this role I focus on improving the overall casino and sportsbook product, as well as looking at each step of individual journeys such as registration and deposit/withdraw in order to improve them and improve conversion/reduce churn. Skills include communication, team building, UX/UI, strategy presentation and management. I am experienced in working closely with operations and product development teams, and have a BA (Hons) focused in English and Italian Literature from University of Warwick.