User Researcher (Voice of the Customer)

Position Overview

We are looking for a strategic and player-focused User Researcher / Voice of the Customer to champion the voice of our players and help shape the future of the Modo Casino experience. As the User Researcher / Voice of the Customer supporting Modo Casino, you will own the strategy, collection, analysis, and communication of player insights across the platform. You will work closely with Product, Marketing, VIP, CRM, Player Operations, Data, and Leadership teams to ensure player feedback and behaviors directly influence business and product decisions. This role is responsible for deeply understanding the player journey, identifying pain points, uncovering opportunities, testing experiences, and translating customer feedback into actionable recommendations that improve engagement, retention, satisfaction, and loyalty. You will serve as the internal advocate for the player experience and help ensure Modo Casino continues to deliver best-in-class entertainment experiences for our players.

Responsibilities

• Voice of the Customer Strategy: Build and lead the Voice of the Customer (VoC) program for Modo Casino. Develop scalable systems to collect and organize player feedback across surveys, interviews, reviews, social channels, support interactions, and gameplay experiences. Create closed-loop feedback processes to ensure player insights drive action. Serve as the internal advocate for the player perspective across departments.
• User Research & Player Insights: Conduct qualitative and quantitative player research to understand behaviors, motivations, frustrations, and engagement drivers. Design and execute player interviews, usability testing, surveys, focus groups, and concept validation sessions. Partner with Product and UX teams to validate new features, promotions, events, and player experiences. Analyze trends across retention data, player behavior, support tickets, sentiment, and customer feedback. Identify opportunities to improve onboarding, retention, monetization, VIP experiences, and overall player satisfaction.
• Cross-Functional Collaboration: Partner closely with Product, Marketing, CRM, VIP, Data, Fraud/Risk, and Player Operations teams. Support roadmap prioritization and strategic decision-making through player insights. Present research findings, trends, and recommendations to leadership teams. Help teams better understand customer sentiment and player journey friction points.
• Reporting & Analytics: Develop dashboards and reporting around customer sentiment and player experience metrics. Track KPIs including NPS, CSAT, retention, engagement, loyalty, and player satisfaction. Monitor competitor experiences and industry trends to identify innovation opportunities. Deliver actionable insights that improve the overall player journey and business performance.

Qualifications

• 3+ years of experience in User Research, Customer Insights, Voice of the Customer, UX Research, or related fields
• Experience conducting both qualitative and quantitative research
• Strong analytical and problem-solving skills with the ability to turn insights into recommendations
• Excellent communication, storytelling, and presentation skills
• Ability to work cross-functionally in a fast-paced, high-growth environment
• Experience working with Product, Marketing, Data, or Customer Experience teams
• Familiarity with customer research and analytics platforms
• Passion for player experience, gaming, entertainment, or consumer-