Analyst, Player Experience

Analyst, Player Experience

Location: Vancouver, BC, CA

Job Function: Sales and Marketing

BCLC exists to generate win-wins for the greater good.

For our people, our players, our communities, our industry, and our planet.

Lottery | Casino | Sports

Being a social purpose company, we are not only able to better align our business decisions with our purpose, but more importantly, we are committing to doing our part in creating a better world.

We bring our purpose to life by ensuring all our actions, behaviours and decisions create benefits for communities and the planet.

Motivated and guided by our social purpose, everything we do must benefit the greater good. And we encourage our employees, partners, players, industry and communities to engage with us on this ambition.

We want you to be where you feel you can do your best work. Most of our jobs can be done remotely providing you reside in BC.

For those who prefer working in a community with others, we have two beautiful offices in convenient locations:

2940 Virtual Way, Vancouver | 74 Seymour Street W, Kamloops

This is a 12 Months, Full Time opportunity

Expected Salary Range: $72,633.00 - $90,792.00 - $113,490.00

Our typical hiring range will be +/- 5% of the midpoint shown above

Factors influencing this decision include qualifications and market conditions for the role

The Company

For nearly four decades, BCLC has delivered exceptional gambling entertainment for British Columbians. To fulfill our social purpose we have a vision to revolutionize gambling entertainment through engaging experiences that build and benefit communities. We operate national and provincial lotteries in partnership with 3500 retail partners, provide the games, technology & oversight to 37 brick & mortar casinos, and operate a safe secure and 100% legal online gambling presence PlayNow.com. In our recently completed fiscal year, BCLC generated a record $1.5 billion in net income to the Province of B.C. to support First Nations, host local governments, health care, education and community programs across the province.

Job Summary:
The Player Experience Analyst supports the Player Experience (PX) team by assisting in the planning and execution of strategies and the development of processes, KPI's and road maps to improve the player's experience. The role builds and maintains the confluence page and prepares documents and communications needed by the stakeholders. In addition, the role facilities cross-functional workshops and maintains the enterprise KPI dashboards and reports.

Key Accountabilities

• Leads the planning, coordination and facilitation of cross-functional workshops to support collaboration on key PX opportunities. Identifies and addresses gaps in processes for teams who need to collaborate across the enterprise on PX
• Gathers and analyzes research, insights and data to identify opportunities and pain points for players and share those insights with the respective PX Managers. Supports and helps manage a backlog of PX opportunities and plans to resolve in JIRA. Establishes a process to integrate PX JIRA board with other teams JIRA boards
• Builds and maintains the PX internal communication plan, including management of shared workspaces such as the PX section on the HUB, the PX OneDrive and the PX Confluence site. Produces high quality communications for strategic stakeholders at various levels of the organization from specialists and managers to directors and executives as needed.
• Maintains player journey maps and is responsible for building out the full BCLC journey atlas. Works with PX teams to embed journey mapping into their processes. Manages the PX team's KPI dashboard by tracking, analyzing and reporting on enterprise KPIs.
• Manages monthly PX governance sessions between Directors and Managers, including setting up meetings, preparing agendas, capturing action items and communicating decisions.
• Monitors and maintains PX team budgets during projects, implementations, tests and pilots. Executes purchase requisitions and POs to facilitate payments between BCLC, and vendors as required.
• Proactively builds, develops, and maintains strong working relationships with internal departments, business partners, external agencies, regulatory and government bodies. Liaises with vendors as needed to develop agreements and plans.
• Monitors CX industry trends and best practices and shares insights with PX team and cross-functional stakeholders.

Minimum Required Qualifications:

Education and Experience

• A diploma or degree in a business, commerce, engineering, project management, or other related discipline;
• 3-5 years as a project coordinator and or analyst supporting product and/or project teams;
• Experience with creating user journey maps;
• Experience with copywriting, specifically for online/website content;
• Stakeholder management experience;
• Related experience in customer experience management or design thinking is an asset;
• Experience working with JIRA, Confluence, SAP, Sales Force Data Centre is an asset;
• An equivalent combination of education and/or experience will be considered.

Technical Requirements:

• Strong communication, presentation and facilitation skills;
• Demonstrated ability to lead project calls and take detailed notes;
• Good understanding of project and product management lifecycles;
• Advanced skills in Microsoft Office; Word, Excel, PowerPoint, Visio, Project;
• Familiarity with journey mapping tools like Miro, Figma or similar;
• Strong relationship building skills;
• Strong problem-solving management skills;
• Exceptional multi-tasking and time management skills with close attention to detail;
• Solid knowledge of retail equipment (e.g. point of sale systems and visual displays) is an asset;
• Understanding of B.C. gaming industry and/or CX trends would be an asset.

What's in it for you

• Robust wellness programs to enhance your physical, mental, social, financial and career well being
• We pride ourselves on our flexible working model which supports work-life integration and our 37.5 hour work week
• Our Play It Forward program provides volunteer hours for our people each year
• See all our rewards here

However you identify, or whatever your path in life, if you see something here that makes you excited to get to work every day, please apply. We hire people for skills, capabilities and potential, not just education and experience.

We value Respect, Integrity and Community, and we provide an inclusive environment where everyone can feel like they belong .

Our social purpose is much more than returning 100% of net income to the province in the form of healthcare & education programs, and community gaming grants. Check it out !

Did you know BCLC is an industry leader in player health and safe & responsible gambling? Find out more !

If you require accommodation so you can be at your best in the interview, please let us know: recruitment@bclc.com .

All candidates must be at least 19 years of age and legally eligible to work in Canada