Customer Experience Executive

From humble beginnings on the shop floor to becoming a world-renowned bookmaker, Betfred has been on a remarkable journey and we want you to be part of this fantastic innovative business. Established in Salford, Manchester, 1967... we started with a clear and simple vision: to provide the ultimate betting experience for our customers. Today we have evolved and pride ourselves in delivering unparalleled entertainment experiences worldwide.

Whilst a lot has changed over the years, we have always stayed true to our roots. Our story started in retail and while it remains the heart of our business, we have also embraced the digital landscape. With over 1300 shops we continue to play a vital role in local communities across the UK while expanding our presence online.

At Betfred, our customers are at the heart of everything we do. We’re looking for a Customer Experience Executive who can turn their voices into action—someone who doesn’t just gather data but tells compelling stories that inspire change.

In this role, you’ll sit in the Customer Experience team, working at the sweet spot between Operations (Customer Services, Complaints, Compliance) and Product (especially chatbot development). Your mission? Take the insights from our Voice of the Customer (VoC) program and make sure they lead to real, measurable improvements.

If you love connecting the dots, influencing decisions, and seeing your work turn into tangible customer wins, you’ll thrive here.

• Collaborate with a wide range of stakeholders to drive engagement with our Voice of the Customer program (Betfred Pulse), transforming feedback into actionable insights.
• Use storytelling techniques to bring customer experiences to life and support informed stakeholder decision-making.
• Work with Operations teams to tackle recurring service issues and improve complaint resolution processes.
• Work closely with our partners to deliver key program updates and insight to Operations teams.
• Partner with Product to refine and enhance our customer-facing chatbot and digital journeys.
• Support cross-team CX initiatives that reduce effort, boost satisfaction, and deliver fair, transparent outcomes.
• Be an advocate for our customers at every touchpoint, ensuring their needs are understood and championed, and supply robust supporting data for key change initiatives.

We are dedicated to promoting safer gambling practices to ensure a responsible and enjoyable experience for all our customers. We prioritise player safety and well-being, providing resources and support for those who may need assistance. Our commitment to responsible gambling is integral to our operations, and we actively promote awareness and education to help our customers make informed decisions. Together, we can create a safer gambling environment for everyone.

What you’ll need to succeed

• CX Expertise: 2+ years’ experience in customer experience, service improvement, or customer insight roles. Experience with VOC tech (i.e. Medallia or Qualtrics) a bonus.
• Stakeholder Influence: Strong relationship-building and stakeholder management skills—you influence without ego and build trust across all levels.
• Storytelling & Communication: Exceptional presentation and storytelling skills—turning data into compelling narratives that inspire action, backed by excellent written and verbal communication and meticulous attention to detail.
• Analytical Mindset: Confident analysing both qualitative and quantitative data, with the ability to translate insight into clear, actionable recommendations.
• Curiosity & Drive: Curious, proactive, and solutions-focused—always looking for better ways to deliver results and make things happen.
• Organisation & Delivery: Strong organisational and project management skills, with the ability to prioritise effectively in a fast-paced environment.
• Industry Knowledge: Understanding of sports and/or gambling sectors preferred.
• Education: Degree-level education or equivalent experience.

Why join a winning team?

Betfred brings benefits and rewards for all our colleagues. But more than that, we create a unique, enjoyable and entertaining environment you will love being part of.

Be rewarded

• Enhance your income: benefit from bonuses, incentives, retail discount vouchers and more.
• Monthly pension contributions: helping you prepare for your future.
• Enhanced maternity & paternity pay: our Betfred family works to support yours.

Feel valued

• A long-service recognition programme and life milestone rewards.
• A recognition scheme to earn and convert points to spend with over 700 retailers.
• A comprehensive financial wellbeing package including salary-based savings with a 5% boost, early access to earnings and free 121 financial coaching.
• Mental health support including an independent Employee Assistance Programme, a 24/7 virtual GP service and complimentary eye tests.

We will provide you with access to further training and development opportunities as we are real supporters of internal progression and are always looking for people who want to develop their career.

What’s next?

If you think you’re a great fit for the role, and you want to be a part of the Betfred story, click ‘Apply’ and we will be in touch once we’ve reviewed your application.

At Betfred we are committed to promoting equality, diversity, and inclusion (EDI) in our workplace. We believe that a diverse workforce drives innovation and enhances our success. We welcome applications from individuals of all backgrounds, identities, and experiences.

If you require reasonable adjustments during the recruitment process or have specific needs, please let us know, and we will be happy to accommodate you. Join us in creating an inclusive environment where everyone can thrive.