Job Description
We’re BrainRocket — an international software development and digital solutions company driven by 1,300 talented professionals across Cyprus, Malta, and Portugal.
Here, everything moves at rocket speed: driving innovation, pioneering projects, and fast-tracking careers.
Together, we turn ideas into action—let’s get started!
💎BrainRocket is a software development company and digital solutions provider. The company has created over 65 cutting-edge products spanning 20 different markets.
💎Our team of around 700+ tech-savvy professionals successfully deliver scalable projects that are custom-made to the customers’ needs.
💎We also strive to create a culture centred around personal and professional growth for employees, in a positive and welcoming environment
We are looking for a skilled and passionate Customer Experience (CX) Expert to join our Brands Product team, bringing specialized knowledge of the online casino industry. This role will focus on enhancing player experience across a diverse portfolio of online casinos, blending traditional CX responsibilities with product-centered UX improvements.
✅ Responsibilities:
✔️CX Strategy and Implementation: Develop and execute a customer experience strategy specific to online casinos, aligned with the goals of our product managers to deliver exceptional player journeys.
✔️Player-Centered Product Design: Collaborate closely with product and design teams to identify and implement UX enhancements that improve in-game experiences, transactional flows, and overall platform interactions.
✔️Customer Journey Mapping: Analyze and document the end-to-end customer journey for casino players, identifying and addressing friction points to optimize the gaming experience.
✔️Casino-Specific CX Metrics: Track and analyze gaming industry-specific metrics (e.g., player retention, CSAT, NPS, session length) to inform CX strategies and continuously improve player engagement and loyalty.
✔️Cross-functional Collaboration: Act as a key liaison between Brands Product and other teams, ensuring CX priorities are understood and incorporated into broader company initiatives, from marketing to player support.
✔️Data-Driven Decision Making: Use data analytics, player feedback, and market trends to shape and refine CX initiatives, with a focus on measurable improvements to player satisfaction and loyalty.
✔️Stakeholder Communication: Effectively communicate insights and strategies across departments, advocating for customer-focused improvements that drive business growth.
✔️Continuous Improvement: Stay updated on industry trends, best practices, and competitor strategies to ensure our casino brands deliver a leading-edge player experience.
✅ Requirements:
✔️Proven experience in CX, UX, or a similar role within the online gaming or casino industry - is an extremely MUST.
✔️In-depth understanding of UX principles and the ability to apply these to create impactful CX strategies in a gaming environment.
✔️Demonstrated experience in journey mapping, player behavior analysis, and CX metric tracking.
✔️Proficiency in CX and analytics tools (e.g., Google Analytics, Tableau, survey platforms).
✔️Excellent communication and collaboration skills to work effectively with product, design, and marketing teams.
✔️Analytical mindset with a data-driven approach to problem-solving and improvement.
Bold moves start here. Make yours. Apply today!
BrainRocket is a multinational IT service providing company. We have created over 40 cutting-edge products across 20 different markets. With over 1,300 talented minds and offices in Cyprus, Malta and Portugal, our team is determined to create groundbreaking ideas and products. To achieve this, we focus on creating a supportive culture that encourages both personal and professional growth within a positive and welcoming environment.
