The National Lottery

Growth Marketing

• Build a best-in-class consumer and player insight capability for the National Lottery
• Own and lead the end-to-end research and insight agenda
• Translate consumer and player insight into measurable growth drivers
• Own and deliver PLI’s research and insight strategy
• Identify and communicate growth opportunities across acquisition, retention, player value, and commercial performance
• Monitor market, consumer, and industry trends
• Benchmark against leading lottery operators and consumer brands
• Define and evolve key brand health metrics
• Develop a single view of the player through segmentation, journey mapping, lifetime value analysis, and customer insight
• Lead qualitative and quantitative research programmes through agency partners
• Embed responsible play considerations into player insights
• Define and manage KPI and OKR frameworks
• Deliver consistent, board-ready performance reporting
• Measure campaign effectiveness, ROI, and growth opportunities
• Support commercial planning with market, customer, and performance insights
• Present actionable insight and recommendations to senior leaders and stakeholders
• Build partnerships across Commercial, Retail, Digital, Finance, and Responsible Gambling teams
• Manage research and insight agency relationships
• Promote a data-driven, test-and-learn culture
• Coach colleagues in the effective use of insight
• Lead knowledge-sharing initiatives and quarterly reviews

Research, Insight & Growth Manager

Customer Support

• Handle customer support queries via phone and online channels from retail agents, online players, and retail players
• Provide technical support to retail agents and online players
• Diagnose customer issues by asking probing questions
• Resolve issues with internal and external customers while maintaining a high level of customer service and excellence
• Highlight customer-impacting issues and trends to the Team Lead
• Develop hands-on knowledge of bespoke systems and IT knowledge to support customers
• Collaborate across the team and global business, including IT Support, Digital, and Operations
• Consistently exceed KPIs and SLAs
• Integrate regulatory constraints into work practices to maintain compliance
• Perform other duties assigned from time to time

Research, Insight & Growth Manager

Customer Support Agent