Customer Experience Specialist

Job Description Veikkaus is a gaming company for everyone, striving to be better in every aspect. Our passion is to drive better gaming so that our customers can enjoy every moment. Caring, teamwork, and courage are the values that guide everything we do. Responsibility is a core of our operations. Our goal is to be a respected and successful international money gaming group that continuously improves while always putting both customers and employees first. For a better game — and working life. Customer Experience Specialist We are looking for a Customer Experience Specialist to join our Customer Contact Center team. In this role, you will help shape and improve the customer experience by identifying development needs, tracking how the experience is delivered, and planning and implementing improvements. You will also develop ways of working and processes within your area of responsibility in close collaboration with stakeholders across the organization. Another important part of the role is supporting capability development by planning, coordinating, and delivering training. In this role, you will work closely with service specialists, supervisors, and other key partners. To succeed in this position, you need strong collaboration skills and the ability to understand how processes, ways of working, and development initiatives impact customer service and the overall customer experience. A good understanding of sports betting and online casino products and services will help you succeed in this role, as you will work closely with the Betting & iCasino business area What We Expect From You You understand the multichannel customer service environment: You have experience working in multichannel customer service and developing the customer experience. You also have experience in training or similar responsibilities. You have a strong understanding of sports betting and online casino services: You are familiar with sports betting and online casino products and services, and you know how to apply this knowledge to developing customer service practices. You can identify improvement opportunities and drive development forward: You take a hands-on approach, turn insights into action, and move development initiatives forward in a structured and collaborative way. You have excellent collaboration skills: You understand how processes, ways of working, and development initiatives affect customer service operations and the overall customer experience, and you work effectively with a variety of stakeholders. You communicate with confidence: You have strong written and spoken communication skills in both Finnish and English. We Offer A workplace where the game evolves – and so do you. You’ll face meaningful challenges and gain new skills while contributing to shared success – in Finland and beyond. We value curiosity and create the space for it to thrive. Inspiring and supportive teammates you can rely on. The best ideas and world-class entertainment are built together – and Veikkaus thrives because of its people. Balanced and inspiring work life. At Veikkaus, we believe a good job adds something to life – but isn’t all there is to it. A varied and impactful role: This position combines customer experience development, close collaboration with the Customer Contact Center team and other stakeholders, and involvement in a range of projects and cross-functional coordination forums. Excellent employee benefits. You can read more about us and our benefits from here. It is important to us that everyone can come to work as their authentic selves. We value diverse backgrounds, skills, and perspectives, and believe that success comes from working in diverse teams. We encourage individuals from various backgrounds to apply for our jobs. The position is located at Veikkaus’ headquarters in Pohjois-Haaga, Helsinki. We work flexibly in a hybrid model with three on-site days per week. Interested? Awesome! Please send your application with CV and salary request no later than 20.9.2026. We are excited to hear from you! For any inquiries about the position don't hesitate to contact Petra Fäldt, Head of Customer Contact Center by phone 09 4370 4553 on 18.9.2026 between 11.30-14.00. A drug test under Section 7 of the Act on the Protection of Privacy in Working Life (759/2004) will be conducted for the selected candidate About Us Veikkaus on jokaisen suomalaisten oma peliyhtiö, joka kehittää vastuullista ja viihdyttävää rahapelaamista. Tarjoamme merkityksellisiä tehtäviä, kasvun mahdollisuuksia ja työyhteisön, jossa välittäminen, yhdessä tekeminen ja rohkeus näkyvät arjessa. Haluamme, että jokainen voi kehittyä, onnistua ja olla oma itsensä – samalla kun rakennamme menestystä yhdessä. Paremman pelin puolesta – ja työelämän.