Senior Data Analyst - Care

WE ARE BETCLIC Betclic, European leader in sports betting, is much more than just an online gaming site! Also offering Poker, Horse Racing and Casino games across various countries and continents, it is an inspiring and forward-thinking company: every day brings new challenges in a modern and dynamic environment. As an influential player in the tech industry, with strong and sustained growth over the years, we believe in innovation through diversity and inclusion and encourage everyone to reach their full potential. With our multicultural team, we provide an optimal, safe and responsible gaming experience, powered by cutting-edge technology. WHY JOIN US? At Betclic, success comes from passionate and committed teams. Here's why you'll love working with us: An international and creative environment , where every project is an opportunity to innovate Hypergrowth , bringing new challenges and development opportunities every day A healthy work-life balance : flexible remote work and workplace well-being are essential pillars for us A unique and friendly atmosphere , with 1,300 employees across five countries and our headquarters in Bordeaux Are you passionate about sports and tech? Join us and help shape the future of online gaming! JoinBetclic WeAreBetclic ENTER THE GAME You will join the Data Analytics team, working alongside Data Science, Data Product Management, Product Analytics and Data Engineering. Our mission is to help Betclic make better decisions and unlock business value through data. You will join a team of more than 30 analysts working on a broad range of strategic and operational topics, from customer segmentation and marketing performance to product optimisation and predictive analytics. YOUR ROLE WITHIN BETCLIC As the first Data Analyst fully dedicated to Customer Care, you will become the department's main analytics partner. You will define how data is used to measure performance, improve operations and identify new opportunities to enhance the customer experience. You will have a central role in building the Customer Care analytics vision, establishing effective ways of working with stakeholders and developing a clear, value-driven analytics roadmap. Your mission will be to: Build a strong partnership with Customer Care leaders and operational teams, developing a deep understanding of their objectives, constraints and operational challenges Translate business questions into clearly defined analytical problems and provide stakeholders with the insights they need to make informed decisions Redesign and implement the department's performance measurement framework, including its key metrics, reporting standards and monitoring tools, in collaboration with Customer Care leadership and Data Engineering Produce clear, robust and actionable analyses to improve operational efficiency, service quality and the overall customer experience Drive the continuous improvement of the Customer Care chatbot by defining its success metrics, evaluating its performance and identifying opportunities to improve customer outcomes and operational impact Identify and assess opportunities to automate and scale Customer Care processes, including the expected value, feasibility and operational implications Explore and frame new data products, and contribute to bringing the most valuable opportunities into production with Data Product, Data Science, Data Engineering and business teams Own and maintain a proactive Customer Care analytics roadmap, balancing immediate operational needs with longer-term transformation opportunities Promote analytical best practices and help stakeholders become more autonomous and confident in their use of data WHO WE ARE LOOKING FOR? This role is suited to an experienced analyst who combines strong analytical skills with business judgement, autonomy and the ability to build trusted stakeholder relationships. You s