We are ARB Interactive, the team behind Modo Casino, one of the top Social+ platforms in the US. Founded in 2022, we've grown to nearly 200 team members and were named one of LinkedIn's 2025 Top 50 Startups in the United States. We move fast, think big, and love bold ideas that push boundaries (and buttons). From new rewards to fresh game mechanics, every challenge is a chance to innovate and have fun doing it. Our culture is collaborative, curious, and full of laughter because great ideas grow best between coffee, code, and a few epic high-fives.Position OverviewWe 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.ResponsibilitiesVoice of the Customer StrategyBuild and lead the Voice of the Customer (VoC) program for Modo CasinoDevelop scalable systems to collect and organize player feedback across surveys, interviews, reviews, social channels, support interactions, and gameplay experiencesCreate closed-loop feedback processes to ensure player insights drive actionServe as the internal advocate for the player perspective across departmentsUser Research & Player InsightsConduct qualitative and quantitative player research to understand behaviors, motivations, frustrations, and engagement driversDesign and execute player interviews, usability testing, surveys, focus groups, and concept validation sessionsPartner with Product and UX teams to validate new features, promotions, events, and player experiencesAnalyze trends across retention data, player behavior, support tickets, sentiment, and customer feedbackIdentify opportunities to improve onboarding, retention, monetization, VIP experiences, and overall player satisfactionCross-Functional CollaborationPartner closely with Product, Marketing, CRM, VIP, Data, Fraud/Risk, and Player Operations teamsSupport roadmap prioritization and strategic decision-making through player insightsPresent research findings, trends, and recommendations to leadership teamsHelp teams better understand customer sentiment and player journey friction pointsReporting & AnalyticsDevelop dashboards and reporting around customer sentiment and player experience metricsTrack KPIs including NPS, CSAT, retention, engagement, loyalty, and player satisfactionMonitor competitor experiences and industry trends to identify innovation opportunitiesDeliver actionable insights that improve the overall player journey and business performanceQualifications3+ years of experience in User Research, Customer Insights, Voice of the Customer, UX Research, or related fieldsExperience conducting both qualitative and quantitative researchStrong analytical and problem-solving skills with the ability to turn insights into recommendationsExcellent communication, storytelling, and presentation skillsAbility to work cross-functionally in a fast-paced, high-growth environmentExperience working with Product, Marketing, Data, or Customer Experience teamsFamiliarity with customer research and analytics platformsPassion for player experience, gaming, entertainment, or consumer-facing productsPreferred QualificationsExperience in gaming, social casino, sports betting, entertainment, or tech industriesFamiliarity with tools such as Tableau, Qualtrics, Dovetail, UserTesting, Hotjar, or similar platformsUnderstanding of customer journey mapping and UX research methodologiesExperience presenting insights to executive leadership teamsWhat Success Looks LikePlayer insights consistently influence product and business decisionsImproved player satisfaction, retention, and engagement metricsClear visibility into player sentiment and emerging trendsScalable Voice of the Customer processes implemented across Modo CasinoTeams proactively using player feedback to improve experiences and drive innovationDiversity Commitment: We are focused on building a diverse and inclusive team. We welcome people of all backgrounds, experiences, abilities, and perspectives and are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
