Karijera

Otvorene radne pozicije

Director of Customer Experience

At Mozzart, people make the difference. What sets us apart is a culture built on trust, shared knowledge, and space for ideas to grow. Operating across seven markets in Europe and Africa, we are committed to creating a workplace where people feel supported, valued, and motivated to develop. Our success is grounded in expertise, continuous learning, and a responsible approach to business. Recognized as a Top Employer and an Oscar of Quality award winner, we remain focused on what truly matters - collaboration, personal growth, and long-term impact. Beyond our teams, we stand by the communities we are part of, supporting initiatives in sports, education, healthcare, and humanitarian causes. Who you play with matters.

 

We are looking for a Director of Customer Experience to lead our commitment to continuous service excellence. In this pivotal role, you will be responsible for gathering, analyzing, and presenting comprehensive customer data and feedback to uncover meaningful opportunities for improvement. Collaborating closely with peer directors and the senior leadership team, you will drive the strategic prioritization and cross-functional implementation of key initiatives that elevate our end-to-end customer journey.

Opis pozicije

 

  • Act as the “voice of the customer” within the business
  • Prepare and implement customer experience management strategies, action plans, budgets, and goals, while monitoring execution to elevate service quality
  • Lead customer-focused market and user research to identify trends, preferences, and areas for improvement
  • Develop user-based testing and insights programmes
  • Define and execute effective strategies for issue resolution and complaint management
  • Design the best strategic solutions to improve the user experience
  • Evaluate the feasibility and cost-effectiveness of solutions to improve the user experience, in cooperation with product owners and other interested parties
  • Ensure user satisfaction measurement and analysis, and propose measures for improvement
  • Consider all aspects that affect the user experience (through customer service reports, displays)
  • Collaborate closely with all product owners, marketing, and other interested parties in order to create opportunities to improve the user experience
  • Identify the cause of the problem based on the analysis of the collected data
  • Constantly monitor defined KPIs and report to management

 

Uslovi

 

  • Bachelor’s degree in management, organizational Sciences, economics or a related field
  • Minimum 5 years of leadership in customer experience roles, preferably in iGaming and/ or e-commerce
  • Proven experience of leading large support teams across multiple markets
  • Hands-on experience with usability, UX/UI improvement initiatives, and customer feedback programs
  • Strong data-driven mindset with a focus on continuous performance optimization
  • Exceptional collaboration skills with a track record of working cross-departmentally with Marketing, Payments, Product, and Tech
  • Strong understanding of market trends, seasonality, and player behavior, combined with proven marketing expertise to design impactful campaigns and connect directly with our audience
  • Strategic thinking, analytical, and decision-making skills, combined with proven team management, creative problem-solving, and the ability to negotiate, plan, and communicate effectively
  • Proficiency in English

Nudimo

Your work-life balance is essential to us, so we offer you:

  • 22 - 26 days of annual leave
  • 38-hour working week, because we value your time
  • Flexible working hours
  • Hybrid working model

 

Your health and well-being are crucial to us, so we have you covered:

  • Private health insurance
  • Mental health and well-being initiatives
  • Open feedback culture

 

We care about your personal development and professional growth, so we provide:

  • Opportunities to attend industry fairs and conferences
  • Continuous training (technical, language, and soft skills)

 

If you are interested in the mentioned position and meet the required qualifications, please submit your CV through the application process.

We appreciate every candidate who applies for the position, and we will contact those candidates with whom the selection process will be initiated.

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