Player Insights Manager

BCLC exists to generate win-wins for the greater good.

For our people, our players, our communities, our industry, and our planet.

Lottery | Casino | Sports

Being a social purpose company, we are not only able to better align our business decisions with our purpose, but more importantly, we are committing to doing our part in creating a better world.

We bring our purpose to life by ensuring all our actions, behaviours and decisions create benefits for communities and the planet.

Motivated and guided by our social purpose, everything we do must benefit the greater good. And we encourage our employees, partners, players, industry and communities to engage with us on this ambition.

We want you to be where you feel you can do your best work. Most of our jobs can be done remotely providing you reside in BC.

For those who prefer working in a community with others, we have two beautiful offices in convenient locations:

• 2940 Virtual Way, Vancouver
• 74 Seymour Street W, Kamloops

This is a Temporary > or = 12 Months, Full Time opportunity

Expected Salary Range: $104,662.00 - $130,827.00 - $163,533.00

• Our typical hiring range will be +/- 5% of the midpoint shown above
• Factors influencing this decision include qualifications and market conditions for the role

The Company

For nearly four decades, BCLC has delivered exceptional gambling entertainment for British Columbians. To fulfill our social purpose we have a vision to revolutionize gambling entertainment through engaging experiences that build and benefit communities. We operate national and provincial lotteries in partnership with 3500 retail partners, provide the games, technology & oversight to 37 brick & mortar casinos, and operate a safe secure and 100% legal online gambling presence PlayNow.com. In our recently completed fiscal year, BCLC generated a record $1.4 billion in net income to the Province of B.C. to support First Nations, host local governments, health care, education and community programs across the province.

JOB SUMMARY

The Player Insights Manager will play a pivotal role in advancing the organization’s Player Experience (PX) practice by developing and delivering actionable, comprehensive player insights. This role will integrate various sources of data (perception, operational, outcomes, etc.)  that help senior leaders understand player behavioral insights to drive continuous improvement and enhance the overall customer journey.

As part of the PX function, this role will be a driving force ensuring that every decision is rooted in a deep understanding of the Customer. By delivering actionable insights and fostering cross-functional collaboration, the Player Insights Manager will significantly contribute to improving customer satisfaction, loyalty, and overall business success. As an insights expert they will also help build the organizations data and insights capabilities.  

KEY ACCOUNTABILITIES

• Acts as a subject matter expert on customer insights and works closely with senior leaders to integrate customer insights so the player is embedded into high-level business strategies and decisions.
• Develops customer experience impact reports that translate data into compelling narratives for stakeholders. Leads the synthesis of data from primary research, customer analytics, and third-party sources to create holistic customer insights that inform strategic decisions, ensuring data-driven insights resonate with stakeholders.
• Designs and implements data-driven strategies to interpret customer behavior and improve engagement.
• Designs research to gather insights and creates standardized metrics to evaluate customer engagement, satisfaction, and retention across different lines of business. 
• Embeds customer-centric insights into journey mapping, persona development, and experience design.
• Gathers key customer experience metrics and KPIs from various sources (surveys, sales records, social media, etc.), explaining why they matter and how they impact customer loyalty and retention. Presents insights through dashboards and reports to help stakeholders understand customer behaviors.
• Conducts a thorough and in-depth analysis of data to Identify patterns and trends, uncover hidden insights, and relationships. Examines data from various angles using sophisticated techniques to extract actionable knowledge. 
• Contributes to the ongoing development of the organization’s CX measurement frameworks and KPIs. Provides indexing metrics to lines of business (i.e. measures Customer satisfaction).
• Identifies insights that reveal customer needs, pain points, and opportunities, and summarizes findings into clear, actionable recommendations that inform Customer Experience (CX) strategies and initiatives. 
• Builds required insights infrastructure to meet future business needs and to deliver on strategic initiatives by fostering a culture of collaboration and encouragement with technical teams and business stakeholders.
• Makes certain insights are tailored to meet the needs of various stakeholders, including leadership, product teams, and marketing partners by working closely with teams across product, marketing, and customer support.
• Advises on best practices, identifies emerging trends, finds areas of opportunity and drives business performance through a combination of business acumen, technical expertise and analytical skills.

QUALIFICATIONS

A combination of education, experience, and demonstrated skills may be considered.

EDUCATION & EXPERIENCE

• Bachelor’s degree in Business, Marketing, Sociology, Statistics, or a related field; advanced degree preferred;
• 5 to 7 years of relevant experience;
• 5+ years of experience in customer insights, research, data analytics, or related roles.

KNOWLEDGE & TECHNICAL SKILLS

• Strong understanding of qualitative and quantitative research methodologies and their application in a business context;
• Proven ability to synthesize diverse data sources into clear, actionable insights;
• Strong aptitude for identifying trends and patterns when working with complex data;
• Demonstrated ability to see the big picture and connect individual insights to organizational goals;
• Solid understanding of advanced analytics (statistics, simulation, optimization, decision trees, etc.) and on-hands experience with statistical software packages (SAS, SPSS, R or similar) to help solve business issues;
• Strong understanding of CX frameworks, customer journey mapping, and KPI development;
• Experienced with Microsoft Office Suite: Word, Excel, Outlook, etc., advanced analytical skills and able to run pivots and comfortable looking at large data sets.

COMPETENCIES

• Advanced business acumen; 
• Demonstrated ability to communicate technical complex metrics and insights succinctly to a non-technical audience;
• Excellent communication and storytelling skills to translate data insights into actionable recommendations;
• Strong interpersonal skills and a proven ability to build productive relationships;
• Advanced demonstration of analytical skills and able to analyze situations and develop creative and executable solutions; 
• Advanced demonstration to lead technical projects and work collaboratively with cross-functional teams, providing technical guidance;  
• Demonstrated ability to act as a change agent to champion continuous improvement;
• Able to work within a fast-paced environment and respond well to evolving business needs.

BCLC has organizational Values that reflect the culture we strive to maintain. All employees are expected to ensure their actions, decisions, and interactions consistently align with BCLC’s Values, Respect, Integrity, and Community.

Preferred qualifications may include:

• Proficiency in data visualization tools (e.g., Tableau, Power BI) and familiarity with statistical tools (e.g., SPSS, R, Python) is an asset;
• Understanding of Agile methodology or experience working with a cross-functional team environment would be an asset;
• Understanding of B.C. gaming industry would be an asset.

What’s in it for you

• Robust wellness programs to enhance your physical, mental, social, financial and career well being
• We pride ourselves on our flexible working model which supports work-life integration and our 37.5 hour work week
• Our Play It Forward program provides volunteer hours for our people each year
• See all our rewards here
   

However you identify, or whatever your path in life, if you see something here that makes you excited to get to work every day, please apply. We hire people for skills, capabilities and potential, not just education and experience.

We value Respect, Integrity and Community, and we provide an inclusive environment where everyone can feel like they belong.

Our social purpose is much more than returning 100% of net income to the province in the form of healthcare & education programs, and community gaming grants. Check it out!

Did you know BCLC is an industry leader in player health and safe & responsible gambling? Find out more!

If you require accommodation so you can be at your best in the interview, please let us know: recruitment@bclc.com.

All candidates must be at least 19 years of age and legally eligible to work in Canada 

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