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User Researcher, Voice of the Customer
ARB InteractiveUser Researcher focusing on player insights to shape Modo Casino's customer experience and engagement. Collaborating across teams to drive player satisfaction through research-based recommendations.
About the role
Key responsibilities & impact- Build and lead the Voice of the Customer (VoC) program for Modo Casino
- Develop scalable systems to collect and organize player feedback across surveys, interviews, reviews, social channels, support interactions, and gameplay experiences
- Create closed-loop feedback processes to ensure player insights drive action
- Serve as the internal advocate for the player perspective across departments
- Conduct qualitative and quantitative player research to understand behaviors, motivations, frustrations, and engagement drivers
- Design and execute player interviews, usability testing, surveys, focus groups, and concept validation sessions
- Partner with Product and UX teams to validate new features, promotions, events, and player experiences
- Analyze trends across retention data, player behavior, support tickets, sentiment, and customer feedback
- Identify opportunities to improve onboarding, retention, monetization, VIP experiences, and overall player satisfaction
- Partner closely with Product, Marketing, CRM, VIP, Data, Fraud/Risk, and Player Operations teams
- Support roadmap prioritization and strategic decision-making through player insights
- Present research findings, trends, and recommendations to leadership teams
- Develop dashboards and reporting around customer sentiment and player experience metrics
- Track KPIs including NPS, CSAT, retention, engagement, loyalty, and player satisfaction
- Monitor competitor experiences and industry trends to identify innovation opportunities
- Deliver actionable insights that improve the overall player journey and business performance.
Requirements
What you’ll need- 3+ years of experience in User Research, Customer Insights, Voice of the Customer, UX Research, or related fields
- Experience conducting both qualitative and quantitative research
- Strong analytical and problem-solving skills with the ability to turn insights into recommendations
- Excellent communication, storytelling, and presentation skills
- Ability to work cross-functionally in a fast-paced, high-growth environment
- Experience working with Product, Marketing, Data, or Customer Experience teams
- Familiarity with customer research and analytics platforms
- Passion for player experience, gaming, entertainment, or consumer-facing products.
Benefits
Comp & perks- Diversity Commitment: We are focused on building a diverse and inclusive team.
- Equitable opportunities for candidates and team members.
- Collaboration and innovation driven by diverse perspectives.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
User ResearchCustomer InsightsVoice of the CustomerUX ResearchQualitative ResearchQuantitative ResearchData AnalysisDashboard DevelopmentKPI TrackingUsability Testing
Soft Skills
Analytical SkillsProblem-SolvingCommunication SkillsStorytellingPresentation SkillsCross-Functional CollaborationAdaptabilityLeadershipStrategic Decision-MakingActionable Insights