User Researcher (Voice of the Customer)

📍 Job Overview

Job Title: User Researcher (Voice of the Customer)

Company: ARB Interactive

Location: Miami, Florida, United States

Job Type: FULL_TIME

Category: Customer Insights & User Experience

Date Posted: May 29, 2026

Experience Level: Mid-Level (3+ years)

Remote Status: Fully Remote (United States)

🚀 Role Summary

• Champion the "Voice of the Customer" (VoC) program for Modo Casino, a leading social+ gaming platform, by driving player-centric insights into product and business strategy.

• Develop and manage scalable systems for collecting, analyzing, and actioning player feedback across diverse channels, ensuring a closed-loop feedback process.

• Conduct in-depth qualitative and quantitative user research to deeply understand player motivations, behaviors, pain points, and opportunities for enhancing engagement, retention, and satisfaction.

• Collaborate cross-functionally with Product, Marketing, VIP, CRM, Player Operations, and Data teams to translate player insights into actionable recommendations and influence roadmap prioritization.

📝 Enhancement Note: This role is positioned as a critical function within a fast-growing, innovative gaming company, requiring a strategic thinker who can build and scale a VoC program from the ground up. The emphasis on influencing product and business decisions, combined with the "Voice of the Customer" title, indicates a senior individual contributor role with significant impact potential. The "Operations Category" is defined as Customer Insights & User Experience due to the core function of understanding and improving the user journey, which directly impacts operational efficiency and customer satisfaction metrics.

📈 Primary Responsibilities

• Voice of the Customer (VoC) Program Leadership: Build, lead, and own the comprehensive VoC program for Modo Casino, establishing scalable systems for feedback collection (surveys, interviews, reviews, social media, support interactions, gameplay data).

• Player-Centric Research Execution: Design and execute a variety of qualitative and quantitative research methodologies, including player interviews, usability testing, surveys, focus groups, and concept validation sessions, to uncover deep player insights.

• Cross-Functional Insight Integration: Partner closely with Product, Marketing, CRM, VIP, Data, Fraud/Risk, and Player Operations teams to embed player feedback and behavioral data into their strategic planning and decision-making processes.

• Actionable Insight Generation & Communication: Analyze trends in retention data, player behavior, support tickets, and customer feedback to identify key friction points and opportunities for improving onboarding, retention, monetization, VIP experiences, and overall player satisfaction.

• Performance Measurement & Reporting: Develop and maintain dashboards tracking key customer experience metrics such as NPS, CSAT, retention, engagement, and loyalty, and present research findings and actionable recommendations to leadership teams.

• Competitive & Market Analysis: Monitor competitor experiences and emerging industry trends to identify innovation opportunities and ensure Modo Casino remains a best-in-class entertainment platform.

📝 Enhancement Note: The responsibilities highlight a blend of strategic program building, hands-on research, and cross-functional influence. The emphasis on "scalable systems," "closed-loop feedback," and "influencing roadmap prioritization" suggests a need for a candidate who can establish processes and demonstrate tangible business impact beyond just reporting findings. The role requires proactive engagement with various departments to ensure player insights are not just collected but actively integrated into operational improvements and strategic GTM initiatives.

🎓 Skills & Qualifications

Education:

Experience:

Required Skills:

• Qualitative & Quantitative Research Expertise: Demonstrated ability to design, conduct, and analyze both qualitative (interviews, usability testing, focus groups) and quantitative (surveys, data analysis) research studies.

• VoC Program Development: Proven experience in building and managing comprehensive Voice of the Customer programs, including system design for feedback collection and analysis.

• Analytical & Problem-Solving Acumen: Strong ability to dissect complex player behaviors, identify root causes of friction, and translate raw data and feedback into actionable, data-driven recommendations.

• Exceptional Communication & Storytelling: Excellent verbal and written communication skills, with a talent for presenting complex research findings clearly and persuasively to diverse audiences, including executive leadership.

• Cross-Functional Collaboration: Proven ability to work effectively with Product, Marketing, Data, Operations, and other business units, fostering strong partnerships and driving consensus.

• Player Experience Focus: A genuine passion for understanding and improving the player journey in gaming, entertainment, or consumer-facing digital products.

Preferred Skills:

• Industry Experience: Prior experience within the gaming, social casino, sports betting, entertainment, or fast-paced consumer tech industries.

• Tool Proficiency: Familiarity with leading customer research and analytics platforms such as Qualtrics, Dovetail, UserTesting.com, Hotjar, SurveyMonkey, or similar tools.

• Data Visualization & BI Tools: Experience with data visualization tools like Tableau, Power BI, or similar for creating insightful dashboards and reports.

• Customer Journey Mapping: Understanding and practical application of customer journey mapping methodologies to visualize and optimize player experiences.

• Executive Presentation Skills: Experience presenting research insights and strategic recommendations directly to C-suite and executive leadership teams.

📝 Enhancement Note: The "3+ years of experience" combined with the responsibility of "building and leading" a VoC program suggests this is not an entry-level role. Candidates should be prepared to discuss specific instances where they designed research frameworks, managed feedback systems, and demonstrably influenced product roadmaps or business strategies. The preferred skills, particularly around specific tools and industry experience, will be key differentiators.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies of Research Impact: Showcase detailed case studies demonstrating how your research directly led to measurable improvements in player engagement, retention, satisfaction, or monetization. Quantify the impact wherever possible.

• VoC Program Design Examples: Present examples or frameworks of VoC programs you have designed or significantly improved, detailing methodologies for feedback collection, analysis, and closed-loop processes.

• Research Methodology Showcase: Include examples of various research projects, highlighting your skills in designing and executing both qualitative (e.g., interview guides, usability test plans) and quantitative (e.g., survey instruments, experimental designs) studies.

• Data Analysis & Insight Synthesis: Demonstrate your ability to synthesize complex data sets (behavioral data, survey responses, unstructured feedback) into clear, actionable insights and compelling narratives.

Process Documentation:

• Workflow Design & Optimization: Provide examples of how you've mapped, analyzed, and optimized player journeys or feedback loops to improve efficiency and player experience.

• System Implementation & Automation: Showcase experience in implementing or recommending tools and systems for efficient feedback collection, analysis, and reporting (e.g., survey platforms, feedback aggregation tools).

• Measurement & Performance Analysis: Detail how you have established KPIs, tracked performance metrics (NPS, CSAT, retention), and used this data to inform ongoing research and strategy.

📝 Enhancement Note: For this role, a strong portfolio is crucial. Candidates should focus on demonstrating their ability to not just conduct research but to build systems and drive organizational change based on insights. Quantifiable results and examples of influencing strategic decisions will be highly valued. The portfolio should clearly articulate the "before" and "after" impact of their work.

💵 Compensation & Benefits

Salary Range:

Benefits:

• Comprehensive Health Insurance: Medical, dental, and vision insurance plans to support employee well-being.

• Remote Work Flexibility: Fully remote position within the United States, offering a flexible work-life balance.

• Generous Paid Time Off (PTO): Vacation days, sick leave, and paid holidays to encourage rest and rejuvenation.

• 401(k) Retirement Plan: With potential company matching contributions to support long-term financial goals.

• Professional Development Budget: An allocated budget for training, conferences, and certifications to foster continuous learning and skill enhancement in user research and analytics.

• Stock Options/Equity: Potential for equity participation in a rapidly growing startup environment.

• Wellness Programs: Initiatives and resources aimed at promoting physical and mental health.

Working Hours:

• Standard full-time hours, estimated at 40 hours per week. While the role is remote, flexibility may be available, with expectations to coordinate with teams across different time zones for collaboration and meetings. Core working hours will likely align with the company's primary operational times, potentially requiring some overlap with Eastern Time (America/New York).

📝 Enhancement Note: The salary range is an estimate based on common compensation benchmarks for mid-level User Researchers in major US tech hubs, adjusted for Miami's cost of living and the specific industry (gaming/tech startup). The benefits package is typical for a tech company of this size and stage, with a strong emphasis on remote work and professional growth, which are attractive to operations and insights professionals.

🎯 Team & Company Context

🏢 Company Culture

Industry: Social Casino Gaming & Entertainment Technology. ARB Interactive operates at the intersection of technology and entertainment, focusing on engaging digital experiences.

Company Size: Approximately 200 employees. This size indicates a dynamic, fast-paced growth environment with established processes but still retaining startup agility.

Founded: 2022. As a relatively young company, ARB Interactive likely fosters a culture of innovation, rapid iteration, and a strong sense of shared mission.

Team Structure:

• The User Researcher will likely be part of a central Product or Data/Analytics team, potentially reporting to a Head of Product, Director of User Experience, or a lead Data Scientist.

• The role involves a high degree of collaboration with Product Managers, UX Designers, Data Analysts, Marketing Specialists, CRM Managers, VIP Account Managers, and Player Operations Leads.

Methodology:

• ARB Interactive emphasizes a data-driven and player-centric approach to product development and marketing.

• The company culture is described as collaborative, curious, innovative, and fast-paced, encouraging bold ideas and continuous learning.

• Expect a methodology that prioritizes rapid iteration, A/B testing of new features and promotions, and leveraging player feedback to refine existing experiences.

Company Website: https://arbinteractive.com/

📝 Enhancement Note: The company's recent founding and rapid growth suggest an environment where new programs like a VoC initiative can be established and have a significant impact. The description of the culture – collaborative, curious, fast-paced – is key for understanding how this role will function and interact with other teams.

📈 Career & Growth Analysis

Operations Career Level: This User Researcher role is positioned as a mid-level individual contributor with significant ownership and strategic influence. It offers a pathway to becoming a senior or lead User Researcher, or potentially moving into product management or customer experience leadership roles. The focus is on building and scaling programs, which is a key growth indicator.

Reporting Structure: The role will likely report to a senior leader within Product, UX, or Data, such as a Director of Product Management, Head of UX, or Lead Data Scientist. This provides exposure to strategic decision-making and mentorship from experienced leaders.

Operations Impact: The User Researcher's impact is directly tied to improving key business metrics like player engagement, retention, monetization, and overall player satisfaction. By championing the "Voice of the Customer," this role ensures that product development and marketing efforts are aligned with player needs and preferences, thereby driving revenue and long-term loyalty.

Growth Opportunities:

• Program Leadership: Opportunity to build and scale a critical VoC program, establishing best practices and a foundational function within the company.

• Skill Specialization: Deepen expertise in specific research methodologies, player segmentation, journey mapping, and advanced analytics within the gaming industry.

• Cross-Functional Leadership: Develop strong leadership skills by influencing multiple departments and driving consensus on player-centric initiatives.

• Career Advancement: Potential to grow into a Lead User Researcher, UX Manager, Product Manager, or Customer Experience Director role as the company and its insights function mature.

• Industry Exposure: Gain invaluable experience in a high-growth, dynamic social casino gaming environment, a highly competitive and innovative sector.

📝 Enhancement Note: The growth opportunities emphasize building a function and influencing strategy, which are key for career progression in operations and insights roles. Candidates should consider how their experience aligns with building and scaling processes, as this will be a primary focus for advancement.

🌐 Work Environment

Office Type: Fully Remote. This indicates a distributed workforce where collaboration primarily occurs through digital tools and virtual meetings.

Office Location(s): While the role is remote, the company headquarters are in Miami, Florida. This might mean occasional (though not explicitly stated) team meetups or company-wide events could be held in or near Miami. The remote work is specified for the United States.

Workspace Context:

• Digital Collaboration Hub: Expect a highly digital work environment leveraging tools like Slack, Zoom, Google Workspace, and project management software.

• Asynchronous Communication: Proficiency in asynchronous communication is vital given the remote and potentially distributed team structure.

• Data & Insights Tools: Access to a suite of analytics and research tools (details in the "Tools & Technology Stack" section) will be provided to facilitate research and analysis.

• Cross-functional Interaction: Opportunities for frequent interaction with diverse teams, requiring strong virtual collaboration skills and the ability to build rapport remotely.

Work Schedule:

• Standard full-time, approximately 40 hours per week. The remote nature allows for some flexibility in daily scheduling, but requires strong self-discipline and time management. Candidates must be available for meetings and collaborative sessions that may span across different US time zones, particularly coordinating with teams in the Eastern Time zone.

📝 Enhancement Note: The fully remote nature of this role emphasizes the need for strong self-management, communication skills, and comfort with digital collaboration tools. Candidates should be prepared to articulate how they maintain productivity and collaboration in a remote setting.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A brief call with a recruiter to assess basic qualifications, cultural fit, and understanding of the role's strategic importance.

• Hiring Manager Interview: In-depth discussion with the hiring manager focusing on experience with VoC programs, research methodologies, cross-functional collaboration, and strategic thinking. Expect behavioral questions.

• Skills Assessment/Case Study: A practical exercise, likely involving analyzing a dataset or a hypothetical player feedback scenario, requiring the candidate to present findings and recommendations. This is where portfolio examples will be discussed.

• Cross-Functional Team Interviews: Meetings with key stakeholders from Product, Marketing, or Data teams to evaluate collaboration style, communication effectiveness, and ability to translate insights into actionable plans for their respective areas.

• Executive Interview: A final conversation with a senior leader (e.g., VP of Product, Head of Growth) to assess strategic alignment, leadership potential, and overall fit with the company's vision and culture.

Portfolio Review Tips:

• Focus on Impact: Prioritize case studies that clearly demonstrate the business impact of your research. Quantify results (e.g., "increased retention by X%", "reduced support tickets by Y%").

• Showcase Process & Strategy: Explain your thought process for designing research, building VoC systems, and synthesizing insights. Detail the "why" behind your methodological choices.

• Tailor to the Role: Highlight projects that align with understanding player behavior, improving engagement/retention, and influencing product roadmaps, especially within a gaming or consumer tech context.

• Be Ready to Discuss: Prepare to walk through 2-3 key projects in detail, discussing challenges, your role, methodologies, outcomes, and lessons learned. Be ready for deep dives into your data analysis and storytelling approach.

• Demonstrate Scalability: If discussing VoC programs, emphasize how your systems were designed for scalability and continuous improvement.

Challenge Preparation:

• Anticipate Data Analysis: Be ready to analyze qualitative feedback (e.g., survey open-text responses, interview transcripts) or quantitative data (e.g., usage metrics, survey results) to identify themes and insights.

• Structure Your Presentation: Practice presenting findings logically, starting with key insights, followed by supporting evidence, and concluding with actionable recommendations. Use clear visuals.

• Think Strategically: Frame your recommendations in the context of business goals (engagement, retention, monetization) and the specific needs of product, marketing, and operations teams.

📝 Enhancement Note: The interview process suggests a multi-stage evaluation focusing on research skills, strategic thinking, cross-functional collaboration, and executive presence. The portfolio review will be a critical component, requiring candidates to articulate not just what they did, but the impact it had.

🛠 Tools & Technology Stack

Primary Tools:

• Survey & Feedback Platforms: Experience with tools like Qualtrics, SurveyMonkey, Typeform, or similar for designing and deploying player surveys.

• User Testing Platforms: Familiarity with platforms like UserTesting.com, Lookback, or Maze for conducting remote usability tests and gathering qualitative feedback on user interfaces and experiences.

• Qualitative Data Analysis Tools: Experience with tools that help organize and analyze qualitative data such as Dovetail, NVivo, or similar for thematic analysis of interviews and open-ended feedback.

• Analytics & Data Visualization: Proficiency in analyzing user behavior data and visualizing insights using tools like Tableau, Power BI, Looker, or Google Analytics.

Analytics & Reporting:

• Web/App Analytics: Understanding of how to leverage tools like Google Analytics, Mixpanel, or Amplitude to track player engagement, conversion funnels, and retention metrics.

• BI Dashboards: Ability to create and interpret dashboards that track key performance indicators (KPIs) related to player satisfaction, sentiment, and experience.

CRM & Automation:

• CRM Systems: Familiarity with CRM platforms (e.g., Salesforce, HubSpot) for understanding player segmentation and communication touchpoints, though direct management may not be required.

• Customer Data Platforms (CDP): Understanding of how player data is consolidated and utilized from CDPs for deeper analysis and segmentation.

📝 Enhancement Note: The preferred qualifications specifically mention Qualtrics, Dovetail, UserTesting, and Hotjar. Candidates with direct experience in these or functionally equivalent tools will have a significant advantage. Proficiency in data analysis and visualization tools like Tableau is also highlighted as a valuable skill.

👥 Team Culture & Values

Operations Values:

• Player-Centricity: A core value that prioritizes understanding and serving the player's needs above all else, driving decisions based on player feedback and behavior.

• Innovation & Boldness: Encouragement to "move fast, think big, and love bold ideas" that push boundaries, fostering a culture of experimentation and creative problem-solving.

• Collaboration & Curiosity: A strong emphasis on working together, sharing knowledge, and maintaining a curious mindset to uncover new opportunities and solutions.

• Data-Driven Decision Making: A commitment to using data and insights to inform strategies, measure impact, and drive continuous improvement across all functions.

• Agility & Adaptability: The ability to thrive in a fast-paced, high-growth environment, adapting quickly to new challenges and opportunities.

Collaboration Style:

• Cross-Functional Partnership: Expect a highly collaborative environment where teams work together to achieve common goals, with the User Researcher acting as a bridge between player needs and departmental objectives.

• Open Communication & Feedback: A culture that values open dialogue, constructive feedback, and sharing of insights to foster collective learning and improvement.

• Proactive Engagement: Team members are encouraged to proactively engage with colleagues across departments to share information, seek input, and drive initiatives forward.

📝 Enhancement Note: The company's values directly translate into how the User Researcher will operate. Success will require embodying player-centricity, embracing innovation, and actively collaborating with curiosity and a data-driven mindset.

⚡ Challenges & Growth Opportunities

Challenges:

• Building a VoC Program from Scratch: Establishing and scaling a Voice of the Customer program in a rapidly growing company requires strong initiative, strategic planning, and the ability to gain buy-in across departments.

• Balancing Qualitative & Quantitative Insights: Effectively integrating diverse data sources (player feedback, behavioral analytics, support tickets) to create a holistic understanding of the player experience.

• Driving Action in a Fast-Paced Environment: Ensuring that research insights translate into tangible product and business improvements amidst rapid development cycles and shifting priorities.

• Advocating for the Player: Consistently championing the player perspective and influencing decisions in a company culture that values speed and innovation.

Learning & Development Opportunities:

• Deep Dive into Gaming Analytics: Gaining specialized knowledge in player behavior, monetization strategies, and engagement drivers within the social casino gaming sector.

• Building Strategic Functions: Developing expertise in program management, cross-functional leadership, and strategic roadmap influence.

• Advanced Research Techniques: Opportunities to explore and implement cutting-edge user research methodologies and tools.

• Industry Conferences & Workshops: Potential for participation in relevant industry events and professional development courses to enhance skills in UX research, customer insights, and gaming analytics.

• Mentorship: Learning from experienced leaders in product, data, and marketing within a high-growth tech startup.

📝 Enhancement Note: The challenges are framed as opportunities for growth. Candidates who are proactive, strategic, and adept at navigating fast-paced environments will find this role rewarding. The learning opportunities are directly tied to the unique industry and the growth trajectory of the company.

💡 Interview Preparation

Strategy Questions:

• "Describe how you would build a comprehensive Voice of the Customer program from the ground up for a social casino gaming platform like Modo Casino. What would be your first 90 days?" (Focus on phased approach, key stakeholders, initial data sources.)

• "How do you balance prioritizing conflicting player feedback or stakeholder requests when influencing product roadmaps?" (Emphasize data-driven prioritization, stakeholder management, and strategic alignment.)

Company & Culture Questions:

• "What excites you most about ARB Interactive and the Modo Casino product? How does your player advocacy approach align with our company values of innovation and boldness?" (Research the company, its products, and its stated values. Connect your passion for player experience to their mission.)

• "How do you foster collaboration with teams like Product, Marketing, and Data, especially in a remote environment?" (Provide specific examples of proactive communication, shared goal setting, and translating insights for different audiences.)

Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, clearly define the problem, your approach (methodology, stakeholders involved), your key findings, the solutions implemented, and the measurable results.

• Highlight Your Role: Be specific about your contributions, especially if working in a team. Emphasize your strategic thinking and leadership in driving the research or VoC process.

• Visualize Your Data: Use clear, concise visuals (charts, graphs, journey maps) to illustrate your findings and recommendations. Ensure they are easy to understand quickly.

• Focus on Actionability: Demonstrate how your insights led to concrete actions and improvements, and how you tracked their success.

• Be Prepared for Deep Dives: Anticipate questions about your methodology, data analysis, challenges faced, and alternative approaches you considered.

📝 Enhancement Note: Interview preparation should focus on demonstrating strategic thinking, program-building capabilities, and a deep understanding of how user insights drive business outcomes in a gaming context. The portfolio is paramount and should be prepared to showcase concrete examples of impact.

📌 Application Steps

To apply for this User Researcher (Voice of the Customer) position:

• Submit your application through the provided Ashby link.

• Tailor Your Resume: Highlight experience in User Research, Voice of the Customer programs, qualitative/quantitative analysis, cross-functional collaboration, and any relevant gaming or consumer tech industry experience. Quantify achievements wherever possible.

• Prepare Your Portfolio: Curate 2-3 strong case studies that showcase your ability to build VoC programs, conduct impactful research, and drive measurable business results. Be ready to present these in detail.

• Research ARB Interactive & Modo Casino: Understand their product, target audience, and company culture. Prepare thoughtful questions about their current approach to player feedback and customer insights.

• Practice Your Storytelling: Rehearse presenting your portfolio projects and answering behavioral questions using the STAR method, focusing on your strategic thinking and impact.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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