Group Customer Experience

Hey there

We're Fortuna Entertainment Group, and we're excited to share why we're a team worth joining.

Who We Are?

Founded in 1990, FEG is a top player in the betting and gaming industry. We proudly serve millions of customers across five European countries – Czech Republic, Slovakia, Poland, Romania, and Croatia – with our Business Intelligence operations based in India.

Why Join Us?

You'll be part of a team that embraces bold ideas and delivers on its promises. We're committed to providing exceptional betting and gaming experiences tailored to our customers' needs, bringing fun and games to them. We also know that behind these experiences is a great team, which is why we invest in and value each of our colleagues.

Where We Work? 

Our vibrant Prague office, located in the modern Churchill II building, is where work meets fun Enjoy perks like our very own barista, 24/7 company gym, a game room, and a relaxed atmosphere where colleagues are as friendly as they are skilled.

Current Opportunity:

Right now, we´re seeking a Group Customer Experience – BI specialist to join our great Customer Care team responsible for driving continuous improvement of customer care operations and customer experience through effective project management, data-driven insights, and reporting. The role ensures seamless project execution while maintaining and developing datasets, dashboards, and BI reports to support decision-making and operational excellence.

What You'll Be Doing:

Your daily activities will include, but not limited to:

• Lead and support customer care projects, ensuring alignment with strategic goals, customer needs, and operational efficiency.
• Develop project scopes, objectives, and documentation; track project performance using VOC to CTQ approaches. Maintain, develop, and optimize BI datasets and reports (e.g., Power BI) to ensure availability of accurate, timely, and actionable insights.
• Monitor system and AI model performance (bot resolution rates, deflection, CSAT, NPS, etc.) and identify opportunities for improvement.
• Identify and recommend process automation and improvement opportunities using Lean, Six Sigma, or other customer-centric methodologies.
• Ensure data accuracy, integrity, and consistency across reports and datasets.
• Provide regular updates, insights, and recommendations to management based on BI reports and project outcomes.
• Support ad-hoc data requests and analysis needs of the Customer Care team.

What We're Looking For:

You should have experience in:

• Minimum 2 years of experience in project management, BI, or related roles.
• Fluent level of English, both written and verbal (at least C1)
• Experience leading projects using Project Management methodology.
• Experience with BI/reporting tools
• Proficiency in MS Excel, PowerPoint, Word; advanced skills in Power BI (datasets, reports, dashboards).
• Knowledge of customer care metrics (NPS, CSAT, Contact Drivers, UAP, etc.).
• Familiarity with process improvement frameworks (Lean, Six Sigma, Design Thinking).

It would be a bonus if you bring:

• Experience with SQL
• An additional language from another FEG market (Croatian, Slovak, Romanian or Polish)

Why You'll Love It Here:

Beyond our incredible office space, joining our team means enjoying a range of benefits:

• An annual bonus  
• 5 weeks of holiday 
• Flexible working hours and hybrid working arrangements 
• An individual career development plan 
• Meal allowance 
• Access to the Cafeteria Benefit System (contribution for sports, culture, travel, and health) 
• Exciting employee events, well-being programs, and internal activities 
• Employee Referral Program 
• Award-winning offices located in the heart of Prague with a sport/relax zone, a game room, and a relaxed atmosphere 
• In-house barista service, complimentary refreshments, and weekly fruit days 
• International Environment, exposure to cutting-edge projects, and hands-on experience with internal AI tools 
• Exclusive offers and discounts from our partners (Dr. Max, Datart, Skoda Auto among others) 

If this sounds like your kind of place, let us know by applying We can't wait to hear from you.

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