Customer Experience Expert

About Allwyn Hellas

OPAP is now Allwyn, entering a new era of transformation powered by digitalization, innovation and unique experiences for retail and online customers.

Allwyn is a multi-national gaming entertainment company, lottery-led, with leading market positions and trusted brands across Europe and North America. Our purpose is to make play better for all by focusing on innovation, technology, player safety and returning more to good causes across a growing casual gaming entertainment portfolio.

This new era brings more for our people. Whatever your role, you’ll feel part of something bigger and empowered to make an impact, with opportunities to accelerate your ambitions, develop your talent and thrive alongside colleagues around the world.

Allwyn has been recognized as a Top Employer in Greece for four consecutive years (2023–2026), reflecting our commitment to creating a workplace that truly stands out and focuses on our people.

A Winning Career Awaits.

So what’s the challenge...

As a Customer Experience Expert, you will play a key role in shaping and improving customer experiences across all touchpoints. You will design customer journeys, identify customer needs, and introduce impactful improvements that enhance satisfaction, and support business growth. Working closely with internal teams, you will help deliver seamless experiences while ensuring alignment with company objectives and regulatory standards.

What your day to day will include:

• Managing the execution of the customer experience strategy for the Gaming Unit.
• Setting performance targets and applying improvements to achieve business goals.
• Defining customer satisfaction standards and KPIs while driving initiatives to enhance the overall experience.
• Managing budgets, monitoring execution, and identifying cost optimization opportunities.
• Developing product content, mechanics, and features to strengthen competitiveness and customer attraction.
• Establishing processes, standards, and procedures to ensure efficient and compliant operations.
• Aligning with Marketing team to ensure proper go-to-market initiatives to maximize customer engagement and ROI.
• Analyzing market trends, customer insights, and performance data to introduce new features and improvements.
• Leading and developing own team while supporting performance and professional growth.
• Collaborating with teams, vendors, and stakeholders to deliver engaging customer propositions and successful launches.

What you’ll bring:

• Bachelor's degree in Marketing, Economics, Business Administration or a related field. MSc in a relevant field is considered an asset.
• 7+ years of hands-on experience in product management, managing commercial products within dynamic industries (e.g. gaming, retail, or telecommunications).
• Strong knowledge of product characteristics, market trends and customer needs.
• Excellent understanding of marketing and product promotion techniques.
• Strong analytical skills with attention to detail and a data-driven mindset.
• Results-oriented approach with a focus on achieving business objectives.
• Excellent communication, influencing, and stakeholder management skills.
• Strong teamwork mindset with excellent interpersonal skills.
• Proven people management capabilities and leadership skills.
• Strong IT literacy with the ability to leverage technology to improve product operations and performance.
• Knowledge of the gaming industry will be considered an asset.

What’s in it for you?

🚀 An award-winning working environment

💸 Competitive salary package and bonus scheme

🩺 Health insurance coverage, Pension Plan and Annual Health Checkup

💻 Hybrid working model

🏢 State of the art facilities including gym & restaurant

🎓 Continuous learning powered by Allwyn Academy

💼 Internal career opportunities

👪 Family Support incl. daycare voucher and assisted reproduction voucher

🌱 Volunteering program, including 2 extra days off to give back

💪 Well-Being Program incl. sports teams, nutritionist & psychologist services, Employee Assistance line and more

🗓️ Allwyn Day - one extra day off

🚌 Shuttle service for easy commute to our offices

🛍️ Exclusive employee discounts across a range of partners ️

Allwyn is an equal opportunity employer, welcoming talented individuals from all backgrounds.

Does this opportunity sound exciting to you? If yes, we would love to hear from you!