Voice of the Customer Coordinator

In Australia, Dabble has been operating a licensed sportsbook under the NTRWC since 2021. We're here to deliver extraordinary - with a truly immersive socialised betting experience designed to provide evolutionary entertainment to our punters via genuine interaction and engagement.

We have office hubs in Darwin, Melbourne, Brisbane, Sydney, Adelaide, and Albury. While we support remote-friendly work, we also encourage our people to take advantage of our national network of offices, offering cross-office sponsored flights year-round to promote collaboration and connection.

Our global operations span multiple markets, including our innovative Daily Fantasy Sports app servicing the United States, which launched in 2023.

We are a team of highly driven enthusiasts and we are looking for our next Dabbler to join us as we continue in our journey.

Dabble Culture

• Dress for your day so you can focus on what matters
• Switch up your office, work from home, work from wherever helps you to deliver
• Genuine, like-minded team of visionaries. We welcome ideas big and small!
• Scheduled focus time to encourage deep thought
• Our annual convention, Dabblecon, brings us all together to celebrate our successes and plan continued evolution over the coming year
• Each day is led through upholding our core Values: Fun, Celebratory, Community, Evolutionary and Focus
  

Dabble Perks

• A minimum of five weeks of paid annual leave for all Dabblers
• Paid parental leave for both primary and secondary caregiver
• We encourage you to visit our network of offices: sponsored flights available to staff and spouse/immediate family
• Flexibility with working hours to accommodate our cross-country employee base: you are free to manage your own time
• Your wellness is our genuine concern: We sponsor access to the Sonder app for employees and their families with 24/7 support across mental health, medical advice, safety support and
  more
• Up to 10% annual cash bonus based on Company performance metrics
• Dabble Day Dividend: all Dabblers split the day’s revenue evenly on our birthday each year. You share the workload, why shouldn’t you share the reward?
• Safety first: your ride home from company sponsored events and your flu jab is on us

Overview

We're searching for someone passionate about customer insights and great user experience to help us to understand how and why our customers interact with our products and where Dabble should focus feature development using surveys, focus groups, and one-on-one interviews. The insights and discoveries that you produce will help inform our company strategy, as well as our product experiences and long-term roadmaps.

You will be a customer focused person who is curious, evolutionary and personable. Your primary responsibility will be to create, interpret and communicate customer surveys to the business - both regular and ad hoc surveys. You will also run focus groups with small groups of users, conduct phone and in-person interviews with users, and correspond with our feedback and customer community. Dabble is a global business with offices, products and customers in Australia, USA and the UK. As Voice of Customer Coordinator, you will liaise with our other VOC team members and be responsible for connecting with customers and facilitating VOC surveys, insights and reporting across each location

Primary Location

This role is currently open to all locations within Australia, however candidates based in Melbourne may be preferred.

Responsibilities

• Build and execute customer surveys, manage and report on survey feedback to provide actionable insights to key internal stakeholders

• Collate and categorise monthly survey data, as well as produce monthly reports including regular customer lifecycle tracking reports

• Monitor survey responses and customer feedback channels for Responsible Gambling concerns and critical user issues

• Build and execute focus group, one-on-one questionnaires and provide actionable insights

• Coordinate and facilitate in-person customer interviews and focus groups to test new products and provide qualitative customer insights

• Proactively seek and identify opportunities for the business to gain customer insights

• Create and manage cohorts and segments for targeted survey campaigns

• Use of third-party tools including Amplitude, Braze and Iterate to review insights, create user segmentation and execute campaigns/surveys across channels

• Collaborate with stakeholders across the business including Product, Marketing, Commercial and Strategy to service requests and provide required customer insights

• Manage and create engagement with Dabble’s feedback community

• Manage AppStore reviews, responses and share monthly insights on customer sentiment & feedback

Skills & Qualifications

• Proven experience in building and executing surveys to customers

• Proven experience in analysing survey data and providing recommendations

• Experience in working with qualitative and quantitative data

• Experience with AppFollow and Quicksight is advantageous

• An agile development mentality, appreciating the benefit of constant iteration and improvement

• A high bar for quality output through iteration, that balances short-term results, customer needs and future refinement

• Strong ability to craft compelling stories that explain complex concepts to diverse audiences

• A passion for creativity and ideas to bring the product to life through concepting and ideation

• Stong ability to think outside box and problem solve

Are you a Dabbler?

A Dabbler’s attitude is paramount, as the right person will be able to learn quickly and adapt to any skill gaps. A Dabbler is always a team player, with a willingness to share with and learn from others. Being a remote-first workplace, collaborative working styles are crucial to empower and grow each individual member (eg we prefer openness via public channels to problem solve or ideate on Slack).

A Dabbler uses their freedom of autonomy to its absolute potential and enjoys contributing to the Dabble community. We hold respect for our peers very highly – there is no such thing as a bad idea. We encourage you to think differently, be brave and strive to always raise the bar. Dabble was born out of thought sharing and should tackle growth in the same way. Dabble embraces empowerment of all people at any level of seniority and experience to ‘own their work’ and ‘talk their book’ wherever they can.

A fulfilling life extends beyond work, and we encourage our employees to prioritise self-care and well-being. This means taking breaks when needed, setting boundaries, and seeking support when facing challenges. We are committed to creating a safe environment where individuals feel comfortable discussing their wellbeing and accessing resources when necessary.

Remuneration

The advertised salary for this position is $70,000 - $85,000 + Super + Benefits with room to be flexible.