Senior Customer Safety Strategy Manager, Identification & Intervention

Location Ireland, United Kingdom
Posted Date April 04, 2024
Company Email [email protected]
Company Website
Job type Full Time

The Senior Customer Safety Identification & Intervention Strategy Manager will be responsible for leading our Identification & Intervention teams. This role will lead the development of our Identification and Intervention strategies, focusing on how and when we intervene with customers we have identified as at risk, and how we ensure the success of these interventions. Engaging with a cross-functional team of people, the Senior Customer Safety Identification & Intervention Strategy Manager will need to be able to effectively communicate and collaborate with a varied group of colleagues, from marketers to data scientists, technologists, and researchers, to compliance and operational teams. They will also lead engagement with senior management both in the Customer Safety Tribe and the wider business.  The role will involve collaborating with the multi-skilled CS Tribe on the planning and executing of a schedule of work to meet our strategic goals, and actively drive identification and intervention initiatives across all of our Flutter UKI brands.

What you’ll do:

  • Leading a team of managers and analysts, you will be responsible for the defining and development of both our identification and intervention strategy.
  • You will work with multiple stakeholders, particularly our Data Science, BI, Compliance and Product teams to ensure.
  • Strive to understand the indicators of harm and most effective intervention techniques, working with global experts to improve the collective subject matter expertise within the business.
  • Ensure the identification and prioritisation of key initiatives and opportunities to help deliver the maximum value and ensure better alignment across our UKI brands.
  • Define the Customer Safety identification strategy, and lead on the design and development of our modelling suite to ensure we deliver the most accurate risk profiling in the industry, combining best in class models with financial threshold and regulatory rules to build a single best view of customer risk. Collaborate with teams to ensure end-to end design, ongoing development and implementation of our CS models and identification approach.
  • Define the Customer Safety intervention strategy, focusing on how and when we intervene with customers we have identified as at risk, and how we measure the success of these interventions. Collaborate with Customer Marketing, Product, Technology and Operational teams to deliver a leading customer engagement and intervention plan, ensuring when we intervene with customers, we take fair and proportionate action at the right times, allowing us to significantly reduce the instances of problem gambling. Communicate with all areas of the business and the senior management team to obtain buy-in for our Customer Safety strategy, providing clear direction, expert advice, and updates on progress.                    


How you’ll do it:

  • Utilise data, analytics, and insight to build and continually monitor our Safer Gambling initiatives.
  • You will act as a Safer Gambling subject matter expert, making use of research, user studies and internal/external data to inform the interventions strategy and identify key initiatives.
  • You will have excellent communication and collaboration skills, demonstrating the ability to influence at a senior management level.
  • You will be customer obsessed and driven by a desire to do the right thing.
  • You will be an experienced manager, with the ability to engage, motivate and drive high performance.
  • Knowledge of behavioural science and data modelling in the areas of human behaviour would be an advantage.


What’s on offer:

  • £/€1,000 learning fund
  • Twice-yearly bonus (with part of it guaranteed!)
  • Unlimited Holiday
  • Pension contribution scheme
  • Private healthcare
  • Hybrid Working 
  • Access to thousands of Udemy courses
  • Invest via the Company Share save Scheme