Head of Customer Experience

About the Company

At FDJ UNITED, we don't just follow the game, we reinvent it. FDJ UNITED is one of Europe’s leading betting and gaming operators, with a vast portfolio of iconic brands and a reputation for technological excellence. With more than 5,000 employees and a presence in around fifteen regulated markets, the Group offers a diversified, responsible range of games, both under exclusive rights and open to competition. We set new standards, proving that entertainment and safety can go hand in hand. Here, you’ll work alongside a team of passionate individuals dedicated to delivering the best and safest entertaining experiences for our customers every day. We’re looking for bold people who are eager to succeed and ready to level-up the game. If you thrive on innovation, embrace challenges, and want to make a real impact at all levels, FDJ UNITED is your playing field. Join us in shaping the future of gaming. Are you ready to LEVEL-UP THE GAME?

About the Role

The Head of Customer Experience is a leadership role dedicated to setting and executing a company-wide CX strategy that delivers differentiated experiences for our core customers. Leading a team of CX experts, this role works in close partnership with wider Automation and Insights department (A&I), Business Owners, Delivery teams, and senior leadership to ensure customer needs are central to how we design, build, and evolve our products and services. At its core, the role is about transforming customer data and insight into action—leveraging both qualitative and quantitative inputs, as well as the latest in AI and automation, to improve processes and create more seamless, rewarding customer journeys. Beyond driving initiatives and quick wins, the Head of CX is responsible for embedding a CX-first mindset and culture across OBG and the wider Group, ensuring that customer centricity becomes a shared accountability. This role is instrumental in shaping the FDJ Group's customer agenda: combining strategy, cultural leadership, and innovation to ensure FDJ United Online Betting and Gaming unit (OBG) not only meet but exceed customer expectations, delivering long-term value for the business, our customers, and our stakeholders.

Responsibilities

• Strategic Leadership: Develop and execute a comprehensive Customer Experience strategy for OBG linked to the Group Strategy. Communicate vision and progress to stakeholders, fostering a customer-centric culture across the organisation with accountability at its core.
• Customer Experience Excellence: Oversee the mapping of key customer journeys, establishing best practices and accountability for each journey touchpoint. Collaborate with the wider A&I team on self-serve reporting to track journey performance and proactively address CX issues that arise with stakeholders.
• Insights-Led Opportunity Spotting: Transform customer data and insights from all sources (qual and quant) into initiatives that continuously optimise the customer experience. Support teams in delivering these initiatives in line with their strategy.
• Collaboration and Influence: Work closely with Business Owners, delivery teams, and senior management to prioritise customer needs, remove obstacles, and facilitate resolutions. Drive cross-functional efforts to optimise customer processes and touchpoints.
• CX Culture to Enable Strategy Execution: Be a champion of CX within OBG drawing on best practice from the external CX community. Set a blueprint for how OBG can execute on “differentiated CX for our core customers” through initiatives like Punters' Pulse and CX Central.
• AI & Automation to Improve Processes and Experiences: Stay abreast of the latest in AI technology, constantly looking for opportunities to improve internal processes and our customers' experience. Work with stakeholders to test new technologies where appropriate.
• Team Development: Lead a team of Customer Experience professionals. Provide coaching, mentoring, and development opportunities to build a high-performing team.
• VoC Program Management: Maintain the "voice of the customer" program alongside other teams within A&I, ensuring we continuously track customer satisfaction with our products and experiences, using this understanding to drive customer experience improvements.

Qualifications

• Proven leadership experience in CX, ideally within a data-rich or tech-enabled environment.
• Strong leadership skills with ability to set and deliver against a vision and strategy.
• Experienced in using data insight to support product development and CX optimisation.
• Strong consultancy skills with ability to identify and deliver projects that generate measurable value to the business and ability to spot potential problems or risks before they arise.
• Strong storytelling skills with record of influencing others to drive change.
• 2+ years of experience running a VoC (Voice of the Customer) program that has leveraged feedback to drive change.
• Strong technical skills that include familiarity with reporting, analytics, and comfort with customer experience measurement systems (surveys, NPS, CSAT etc).

Required Skills

• An analytical and strategic thinker able to identify and capitalise on opportunities.
• An effective storyteller and networker, able to influence decision-makers at all levels.
• A self-starter with a go-getter attitude, enthusiastic and positive.
• Confident enough to make well informed judgements to resolve problems on a wide range of issues.
• Comfortable challenging the status-quo for the betterment of our customers and/or the Group.
• Well organised and able to prioritise effectively, even in the face of rapid change.
• Effective delegator with ability to motivate, coach, mentor and guide team members.
• People oriented, able to nurture and develop talent.
• Passionate about customer experience and its commercial impact.

Equal Opportunity Statement

FDJ UNITED is committed to diversity and inclusivity in the workplace. We encourage applications from all qualified individuals and strive to create an environment where everyone feels valued and respected.