Senior Data Analyst - Customer Experience

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

Your mission will be to:

• Partner with Customer Care teams to understand their priorities and turn business questions into analytical projects.
• Define and improve performance metrics, reporting and monitoring in collaboration with business and Data Engineering teams.
• Conduct rigorous analyses to assess operational performance, service quality and customer experience, then translate findings into clear recommendations.
• Evaluate the performance of the Customer Care chatbot and identify ways to improve its impact on customers and operations.
• Identify opportunities to automate or scale processes, assess their value and feasibility, and help develop the most promising data products.
• Maintain an analytics roadmap that balances immediate needs with longer-term opportunities, while promoting good analytical practices across the department.

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?

You are an experienced analyst with a strong statistical foundation, sound business judgement and the ability to make complex findings useful to decision-makers.

You should apply if:

• You have at least three years of experience in Data Analytics or a related quantitative role.
• You have a Master’s degree in statistics, data analytics or another relevant quantitative discipline, or equivalent professional experience.
• You have a strong understanding of statistical methods and know how to apply them to real-world business questions.
• You can select and apply appropriate analytical approaches, interpret results carefully, and explain their assumptions and limitations.
• You are proficient in SQL and able to work independently from data exploration and validation through analysis and communication.
• You have experience turning complex data into clear recommendations that influence business or operational decisions.
• You can structure ambiguous problems, manage analytical projects and focus on measurable outcomes.
• You communicate clearly with senior leaders, operational teams and technical audiences.
• You are comfortable challenging assumptions and building trusted relationships across teams.
• You are familiar with a data visualisation tool.
• You are curious, proactive and comfortable in a fast-changing environment.

Bonus:

• Experience with Customer Care, contact-centre operations or service-performance data.
• Proficiency in Python or another programming language.
• Familiarity with Git and version control.

WHAT CAN YOU EXPECT?

25 days of paid leave and 10 RTT days

A Ticket Restaurant® card credited with €11 per day, with €6 per day funded by Betclic

100% health insurance coverage for you and your children

50% reimbursement of public transport costs or an annual sustainable mobility allowance of €230 for commuting with sustainable transport

A hybrid work model

Access to a vast training catalogue, with opportunities for professional development every year

Regular training in the skills you want to develop further, including machine learning, statistics, French and English classes

Extraordinary office spaces with a rooftop where you can enjoy sunny breaks with a view of the Cité du Vin

Internal events to liven up your daily life

On-site sports classes and organised tournaments, including Pilates, circuit training, boxing, yoga, futsal, padel and tennis

Access to a state-of-the-art data stack, including Snowflake, Airflow, Git and Tableau

Complex challenges supported by well-structured data, thanks to our BI team

Vibrant analytical topics and the opportunity to imagine the future of online gaming

Permanent contract, available immediately in Bordeaux

Betclic Group - 117 Quai de Bacalan, 33300 Bordeaux

HIRING PROCESS

• If your application is selected, you will be contacted by Joe to complete an online technical test, followed by a 30-minute HR pre-qualification
• Next, you will have a technical interview via video call, covering SQL, Python, statistics, probability, analytics and business sense
• You will then have one week to complete an analytical use case and an AssessFirst test covering personality, motivations and reasoning
• After that, you will visit our offices to present your use case and meet Xavier, Head of Data Analytics and your future manager, alongside other Data team members and business stakeholders
• During your visit to Bordeaux, you will also have a final HR interview, including a debrief on your AssessFirst test

The overall hiring process generally takes between four and six weeks. We aim to keep candidates informed throughout each stage.