Customer Experience & Insights Analyst

NC Lottery; Raleigh, Northern (NC, KY); Hybrid; USD 41,000 - 43,000; Full time

Job summary

North Carolina Education Lottery seeks a Customer Resolution Analyst to support retailers and players, analyze accounts, and manage data across multiple systems. This full-time hybrid role in Raleigh focuses on ensuring service excellence and accurate reporting.

Ideal candidate brings strong communication and math skills, proficiency in MS Office, and the ability to learn lottery products and policies. Role requires NC residency and collaboration with internal teams.

Qualifications

• High school diploma or equivalent plus 1-3 years of experience.
• Excellent interpersonal skills, including the ability to handle confrontational callers.
• Knowledgeable in Microsoft Office, including Word, Excel, PowerPoint, Outlook, and OneNote
• Ability to learn and disseminate North Carolina Education Lottery games, policies, and procedures
• Good written and oral communication skills
• Good basic math skills

Responsibilities

• Corresponds with retailers, players, and colleagues via phone, email, and fax. Identifying and escalating issues or potential issues to external vendors and/or upper management as necessary
• Analyzes and processes retailer adjustments. Produces and analyzes Transaction Master Information Reports (TMIR)
• Researches and analyzes the content of retailer accounts. Assists players with Lucke-Rewards, nclottery.com, and the NCEL mobile application
• Maintains various databases containing retailer, player, and game information
• Produces and verifies reports to assist Retailer Contracts, Finance, and Sales. Analyzes and verifies data using various Excel formulas
• Establishes Lottery Service Portal (LSP) access for retailers and examines account usage and information

Skills

Interpersonal skills

Microsoft Office

Communication

Math skills

Customer service

Education

High school diploma

Job description

North Carolina Education Lottery seeks a Customer Resolution Analyst to support retailers and players, analyze accounts, and manage data across multiple systems. This full-time hybrid role in Raleigh focuses on ensuring service excellence and accurate reporting.

Ideal candidate brings strong communication and math skills, proficiency in MS Office, and the ability to learn lottery products and policies. Role requires NC residency and collaboration with internal teams.