|Job Description :
Don’t just work. Work Happy.
A career in gaming? At Penn National Gaming, we think you’ll enjoy an exciting industry, fast paced days and nights, diverse, enthusiastic co-workers, unlimited growth and support from one of the leaders in the industry.
An individual could be successful if they possess the following.
Your daily responsibilities include:
The Customer Research and Analytics Manager leads enterprise-wide customer survey initiatives, manages planning and executions of ad hoc surveys, partners with casino operators (including interactive and sports betting operations) to assess customer sentiments on new and existing services and products. The role will be a trusted subject matter expert on customer research methodologies and introduces new ways to analyze qualitative and quantitative customer data. This role proactively offers strategic actionable insights to internal and external stake holders on the implications of customer sentiments to business trends.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Manage and update enterprise-wide customer service tracking and reporting, manage survey questions and lead periodic customer survey discussions
Lead the execution of customer research projects to ensure consumer insights are effectively captured to support the organization, including conducting surveys, focus groups, stakeholder interviews and intercept studies
Conduct survey data analysis, develop deep and actionable insights into customer sentiments, and identify recommendations in support of business trends
Analyzes trends and Key Performance Indicators (KPIs) related customer behavior and perform regular reporting
Partners with business intelligence (BI) team to integrate customer service reporting to enterprise-wide business intelligence and reporting portal
Write reports to summarize key findings and implications of research project. Deliver reports to stakeholders and effectively present results to stakeholders to ensure optimal business results
Interact regularly with senior management, providing status update on high priority projects and initiatives.
Proactively stay up to date on new research products, tools, and methodologies
Manage multiple projects simultaneously, allocate resources and prioritize projects to balance support for broad areas of the business, recurring reports, and ad-hoc analysis
Prepares and presents compelling analytical presentations and effectively communicate complex concepts to marketing and other business leaders at all levels.
Prepares ad-hoc reporting as needed
Creates presentations for budget meetings and operational reviews as needed
Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs
Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management
SUPERVISORY RESPONSIBILITY: This position has no supervisory responsibilities.
Bachelor’s degree in business or related field from a four-year college or university; Master’s degree is preferred
2+ years of hands-on experience in survey design, execution, and analysis of qualitative and quantitative research studies
Experience with advanced survey research tools such as Qualtrics
Knowledge of relational database, ability analyze and interpret data is required
Experience with SQL, Tableau, Cognos, or other querying and visualization tools is preferred
Must have advanced knowledge of Microsoft applications (Word, Excel, Access, and PowerPoint)
Ability to combine large amount of data and information from different sources to discover patterns and features necessary to build machine learning models.
Ability to adapt to changes in prioritization or schedules of items in the work queue as necessary when communicated/directed.
Must have strong organizational skills and be detail oriented.
Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Must have excellent communication skills, both verbal and written.
Must be able to meet deadlines, including projects that require a quick time frame.
Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in in English may also be required.
Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
CERTIFICATES, LICENSES, REGISTRATIONS
Employee must be able to qualify for licenses and permits required by federal, state and local regulations.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand and use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, color vision, and peripheral vision.
The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually very loud.
Employee could be exposed to an environment containing unrestricted secondhand tobacco smoke.
Something to leave you with:
Whether you prefer being at the center of it all or working behind the scenes, there’s a role for you at Penn National Gaming. We are a growing company but as big as we are, we still feel like family. The areas of career opportunity with Penn are ideal for just about any skill set. Our company wide commitment to making sure our guests smile as much as we do means you’ll enjoy a fun working environment anywhere within the organization.
Equal Opportunity Employer