Business Analyst - Customer Operations

What are we building?

Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social gaming company in the world. We’re building a team that resonates passion for learning, operating and building new products and technologies for millions of consumers. We care about each customer's interaction, experience, behaviour, and insight and strive to ensure we’re always acting authentically.

Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, the new Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We’re taking that foundation of success and bringing it to the digital space — ready to join us?

Our Customer Operations team sits at the intersection of business, product, and technology. We own the platforms and processes that power our player-facing operations, supporting everything from customer service and payments to compliance, risk, and player experience. We move fast, we care about quality, and we build things that matter.

What’s the position?

As a Business Analyst on the Customer Operations team, you'll be the bridge between our operational stakeholders and our development teams. You'll take real business problems surfaced from customer service, compliance, payments, risk, fraud, responsible gaming, and player experience teams and translate them into clear, actionable requirements that engineers and system administrators can build against.

This is a hands-on, high-ownership role. You'll lead discovery sessions, write detailed specifications, manage project tickets, maintain documentation, coordinate testing, and remain engaged through implementation and go-live. You'll develop deep expertise in our operational systems and become a trusted partner in shaping what gets built next.

Responsibilities

• Partner with stakeholders across Customer Service, Payments, Compliance, Risk, Responsible Gaming, Fraud, and Player Experience to gather, analyze, and document business requirements.

• Manage intake and prioritization of incoming requests, assessing effort and business impact and facilitating prioritization discussions.

• Write functional specifications, user stories, acceptance criteria, process flows, and business documentation.

• Support payments and financial operations projects, including process automation, provider integrations, and tooling improvements.

• Contribute to compliance and regulatory initiatives including KYC, AML, responsible gaming, and multi-jurisdiction requirements.

• Support new market and product launches by defining operational readiness requirements and coordinating delivery.

• Maintain project documentation, meeting notes, business readiness plans, and decision logs.

• Manage project tickets, coordinate with development teams, and communicate status and risks.

• Facilitate UAT, define test cases, coordinate testing, and validate requirements before release.

• Identify opportunities to automate and optimize operational workflows.

• Partner with analytics teams to define reporting requirements and operational metrics.

• Support vendor evaluations and third-party integrations.

• Collaborate with Training & Development and Operations leadership to support adoption and change management.

What are we looking for?

• 3–5+ years of experience as a Business Analyst or Business Systems Analyst.

• Strong command of discovery, requirements documentation, user stories, acceptance criteria, UAT coordination, and release support.

• Experience working with CRM or case management platforms.

• Comfort working in Agile/Scrum environments.

• Self-starter with the ability to independently drive workstreams forward, navigate ambiguity, identify blockers and risks, and proactively bring recommendations and solutions to stakeholders.

• Ability to manage multiple concurrent workstreams.

• Strong written and verbal communication skills.

• Analytical mindset with an interest in data and reporting.

• Experience in online gaming, fintech, payments, or another regulated industry is a strong advantage.

• Collaborative, low-ego, and proactive.

Nice to Have

• CRM administration or configuration experience.

• Exposure to payment processing, fraud, or identity verification tooling.

• Familiarity with SQL, data warehousing, or analytics environments.

• Knowledge of responsible gaming, AML, or compliance frameworks.

• Experience supporting multi-state or multi-jurisdiction launches.

What’s in it for you?

We offer our employees more than just competitive compensation. Our team benefits include:

• Competitive pay and benefits

• Great training and development opportunities

• Flexible vacation allowance

• Possible hybrid working options

• Start-up culture backed by a secure, global brand

• Being part of a team of rockstars!

Roster of Uniques

We care deeply about every interaction our customers have with us, and trust and empower our staff to own and drive their experience. Our vision for our business and customers is built on fostering a diverse and inclusive work environment where regardless of background or beliefs you feel able to be authentic and bring all your talent into play. We want to celebrate you being you (we are an equal opportunities employer)