Bally’s Corporation is a leading global casino-entertainment company with a rapidly growing omni-channel presence. The company owns and operates 15 casinos across 10 U.S. states, in addition to a golf course in New York, a horse racetrack in Colorado, and access to online sports betting licenses in 18 states. Bally’s portfolio also includes Bally’s Interactive International (formerly Gamesys Group), Bally Bet, and Bally Casino, establishing a strong presence in both land-based and online gaming sectors. With over 10,600 employees and a clear expansion strategy, Bally’s is focused on delivering exceptional gaming and entertainment experiences across all channels.

Role Overview

Bally’s Interactive is currently seeking a Senior Customer Research Manager to join its London-based team in a hybrid capacity. This role will play a key part in providing actionable customer insights that influence commercial strategy, working cross-functionally across Brand, Product, Operations, and Insights to drive decision-making and growth.

What You’ll Do:

• Lead end-to-end research projects from planning through execution, aligning insights with business goals
• Design and implement advanced research methodologies to gather actionable customer insights
• Collaborate with Brand, Commercial, and Insight teams to prioritise strategic initiatives
• Evaluate new AI tools, platforms, and suppliers to enhance research speed and impact
• Develop and manage a global research roadmap to support marketing and product strategies
• Manage UK customer panels and define approaches for other key markets
• Oversee external research partners and ensure panel health and output relevance
• Translate insights into compelling, digestible narratives with clear business implications
• Promote customer-centricity through regular internal communication of insights
• Foster a data-informed culture via streamlined reporting and information sharing
• Partner with Marketing, Product, CX, and Operations teams to integrate research into strategic planning

Qualification / Requirements

• Significant experience with both qualitative and quantitative research methodologies
• Previous work on strategic commercial and customer growth projects
• Strong numerical and analytical skills, with the ability to distil complex data
• Experience in digital businesses and use of tools such as Nielsen Portfolio and YouGov
• Proficiency in managing customer panels and conducting product/communications testing
• Experience working with or managing external research agencies
• Advanced knowledge of Excel and PowerPoint
• Proven ability to translate customer behaviour into actionable insights
• Collaborative, self-starting, and tech-savvy, with strong storytelling and communication skills
• Familiarity with integrating AI and emerging tech into research processes