Strategic Initiatives Associate

ABOUT THE ROLE This is a high-visibility role which sits at the border between strategic problem solving and operational execution for a fast-growing iGaming business operating across 10+ international markets. Focused on the continuous improvement of one of the most critical enablers of our growth trajectory, the end-to-end customer journey, this role will sit within the Commercial function, reporting into the Head of Strategic Initiatives with a high level of exposure to the ExCo. Reporting into the Head of Strategic Initiatives, supporting the Strategic Initiatives Snr Manager and Strategic Initiatives Manager, this role will drive forward customer journey strategy development, with a focus on Compliance interactions, identifying, and remediating the most significant gaps. This role aims to expedite the commercial benefits expected from the Compliance Customer Journey programme through high-quality funnel analysis, documentation and insight generation, including the mapping live user flows and funnels, auditing communications, tracking remediation actions and reporting against success metrics across all international markets and brands. The right person will be sharp, driven, with a bias to action, adept in data analysis, presentation and communication at all levels of seniority. YOU WILL BE RESPONSIBLE FOR: Customer Journey Mapping Execute detailed mapping and documentation of existing customer journeys across acquisition, onboarding, activation, compliance and retention. Document and evaluate user journeys, with the support of AI tooling (Claude), flagging pain points and inconsistencies across multiple brands and markets. Identify lifecycle friction points, customer drop-offs and performance gaps across customer funnels Customer Journey Analysis Proactively analyse funnel data, conversion metrics, and player drop-off statistics from Tableau/BI tooling/Mixpanel to identify critical drop-off points in the customer journey Support the development of journey baselines, KPIs and performance measurement frameworks. Produce actionable insights to support prioritisation of customer journey improvements. Conduct routine benchmarking and competitive analysis on competitor onboarding, payment, and engagement journeys. Programme Execution Support the Strategic Initiatives Manager and Customer Strategy Manager in establishing customer journey frameworks and baseline analysis. Propose user communication improvements in line with legal, regulatory, and creative requirements. Prepare journey maps, presentations and supporting documentation for workshops and stakeholder reviews. Track actions, milestones and progress across the CCJ programme. OUR SUCCESSFUL CANDIDATE WILL HAVE THE FOLLOWING: Bachelor’s degree from reputable university or demonstrably relevant apprenticeship experience Highly curious, driven, ambitious and independent 2+ years’ experience in an analytical fast-paced and data-driven environment, with exposure to senior stakeholders, e.g. Management Consulting, Tech Start-Up, Banking or equivalent iGaming business Excellent communication skills—able to influence stakeholders at all levels. Proficiency in data analysis, excel, powerpoint, with knowledge of business intelligence tools (e.g., Tableau). Experience using customer journey mapping tools such as MixPanel will be beneficial, but not essential. Strong interest in the betting, games, media, technology, and entertainment industries WHO WE ARE At the core of LeoVegas Group is Team Leo. Our culture is our foundation and is what enables us to innovate, build, and lead as we trailblaze our way through the igaming industry. We’re a team of over 2000 innovators, initiators, and groundbreakers working in a fast-paced and agile environment across 19 offices worldwide. BENEFITS Hybrid work policy 4 weeks of Workation (T&C apply) Well-being allowance to support your active lifestyle Private health insurance Discounts across a range of retailers, gyms, bars & restaurants We offer an employee assistance program that can provide help and guidance during challenging moments. JOIN US! In our pride, we empower our teammates to find their roar and run with their wildest ideas. We don’t wait for things to happen; we pounce and make it happen! Would you be a good fit for the Leo Pride - give us a roar! As our company working language is English, we’d like to see your CV in English, please