Job Description

We are looking to recruit a Voice of Customer Programme Manager on a 12 month fixed term contract. Remote candidates will be considered. Please note that visa sponsorship is not offered for this position.

As a hands-on technical SME, this role is responsible for leading the development and optimisation of the Betfred Pulse (voice of the customer) programme powered by Medallia, integrating voice channels to capture comprehensive customer insights, ensuring data integrity, and managing the partnership with Medallia. The role focuses on driving platform adoption, monitoring key performance indicators, and overseeing key feedback programmes to enhance customer experience.

We are dedicated to promoting safer gambling practices to ensure a responsible and enjoyable experience for all our customers. We prioritise player safety and well-being, providing resources and support for those who may need assistance. Our commitment to responsible gambling is integral to our operations, and we actively promote awareness and education to help our customers make informed decisions. Together, we can create a safer gambling environment for everyone.

Key Characteristics:

• Passionate about leveraging technology to enhance customer understanding and continuously seeking innovative ways to improve the "Pulse" platform.
• Empathetic in interpreting customer feedback, understanding the underlying customer needs and emotions driving the feedback.
• Committed to maintaining the highest data integrity standards and delivering meaningful insights that drive customer satisfaction.
• Curious about emerging trends in VOC platforms and feedback mechanisms, always looking for ways to enhance the platform's capabilities.
• Attentive to the nuances in customer feedback, ensuring that the platform captures the depth and breadth of customer sentiments.
• Connected with internal stakeholders and external partners like Medallia, building strong relationships to foster a collaborative environment focused on customer centricity.
• Courageous in advocating for platform enhancements and changes based on customer insights, challenging the status quo to better meet customer needs.

Key Responsibilities:

• Manage all aspects of the platform capabilities.
• Own the capability development lifecycle related to the platform.
• Develop and enhance the "Betfred Pulse" VOC platform to meet business needs.
• Integrate voice channels and manage feedback programs and sub-programs for comprehensive insights.
• Maintain data integrity and manage the Medallia partnership.
• Drive platform adoption across the organisation and monitor KPIs for feedback programs.
• Manage program governance and in-depth analysis requests.
• Build and maintain reporting and alerts.
• Manage the central text analytics roadmap.
• Support the application of voice data and text analytics across the wider business from a technology perspective.
• Report to the Head of Customer and senior stakeholders on the platform plan and benefits realisation.

Success Measures:

• Maintain a stable, reliable and well-governed Medallia platform with high levels of data integrity and minimal disruption to business-critical feedback programmes.
• Deliver platform enhancements, configuration changes and new capabilities on time and to a high technical standard, aligned to agreed business priorities.
• Increase adoption and effective use of Medallia reporting, alerts, text analytics and feedback outputs across key stakeholder groups to drive real business outcomes.
• Ensure feedback programmes, dashboards and alerts remain accurate, actionable and trusted by stakeholders for decision-making.
• Strengthen the use of voice and text analytics across the business by improving taxonomy, insight quality and the practical application of customer feedback.
• Provide clear technical leadership and expert guidance on Medallia best practice, helping stakeholders translate business needs into scalable platform solutions.

Requirements:

• Passionate about customers.
• Educated to degree level, ideally in Computer Science or Marketing; Master’s preferred.
• A minimum of 4 years of experience in Medallia and Voice of Customer roles is required. Candidates must have hands-on Medallia experience.
• Experience building and developing text analytics topics.
• Proficient in JavaScript, HTML, CSS, and XML; GUI knowledge advantageous.
• Strong analytical, project and risk management skills.
• Exceptional communication and stakeholder management abilities.
• Excellent collaborative skills.

What’s in it for you?

• A high-impact role with real ownership of Betfred Pulse and the opportunity to shape the platform.
• The chance to apply and deepen your hands-on Medallia expertise on an industry-leading programme within a regulated gambling operator with digital and retail operations.
• Strong visibility across senior stakeholders and cross-functional teams, with the opportunity to influence meaningful business decisions.
• Flexibility to work remotely, with the opportunity to contribute in a fast-paced and evolving environment.
• A competitive salary and the opportunity to make a visible difference in a high-profile customer programme.

We will provide you with access to further training and development opportunities as we are real supporters of internal progression and are always looking for people who want to develop their career.

What’s next?

If you think you’re a great fit for the role, and you want to be a part of the Betfred story, click ‘Apply’ and we will be in touch once we’ve reviewed your application.

At Betfred we are committed to promoting equality, diversity, and inclusion (EDI) in our workplace. We believe that a diverse workforce drives innovation and enhances our success. We welcome applications from individuals of all backgrounds, identities, and experiences.

If you require reasonable adjustments during the recruitment process or have specific needs, please let us know, and we will be happy to accommodate you. Join us in creating an inclusive environment where everyone can thrive.