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Research Manager (108002)
Electronic Arts
Austin, TX, United States
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We are EA
At EA, we thrive on outrageous thinking. It’s the fuel that inspires the best games in the world.
We’re a community of artists, storytellers, technologists and operators working in one of the most dynamic industries around.
Our creative work environment attracts brilliant talent from around the globe. No matter which of our locations you join, you’ll feel the energy and support of EA’s global brand, while thriving on our world-class campuses. At EA, the excitement you feel throughout each workday is made possible by a culture that inspires you to do the best work of your career. For years we've been building a company where amazing minds thrive. We take risks and we dream big.
This is an especially great time for the video game industry, with a vibrant community of connected players around the globe playing on more devices than ever before. EA is transforming toward a digital future both in the games and services we create as well as how we connect and engage with our players.
The global gaming audience has never been bigger, and no other company can deliver EA’s portfolio of amazing games and services, across multiple platforms, to players across the world. It is an exciting era in games and an exciting time at Electronic Arts – particularly in our Worldwide Customer Experience (WWCE) organization where we are on a mission to become a company known for taking care of players.
The Research Manager’s function is to provide client partner support by managing the day-to-day process: clarifying the research objectives, coordinating the resources/vendors, assisting with the design of questionnaires, quality checking the research (and the work of the team), monitoring the timeline and hours on the project and developing the presentation/story. The Research Manager is expected to work closely with internal customers throughout the research process with minimal direction from the Global Director of Insights.
The ideal candidate will be able to create the research project lifecycle, assist with questionnaire creation, coordinate with the appropriate group to field questionnaire and follow project through tabulation and report. The Research Manager will be responsible for a variety of studies that provide insight into the Voice of the Player, Voice of the Employee, touchpoint preferences, customer satisfaction, resolution, and effort.
The Research Manager will work with multiple teams who utilize research data from across the organization, such as the Leadership, Operations, Partner Engagement, Employee Engagement and Programs Teams. The individual will routinely meet with them to understand their research needs and execute best-in-class research to address them. This position reports to the Global Director of Insights and is part CE’s Strategy, Programs and Insights team.
Responsibilities include:
• Direct day-to-day point of contact for WWCE research studies and reports
• Research project management
◦ Designs studies based on internal customer needs
◦ Creates project “life cycle” and study specifications
◦ Executes research process: sets up and conducts kickoff, answers questions, reviews all research design documents, manages to timeline, develops or assists with survey development, coordinates online survey programming, manages vendors for any phone or IVR survey, conducts final test/review of questionnaire
◦ Ensures integrity with sample and response data
◦ Develops table banner specs and coordinates their production
◦ Develops analytical plan
◦ Synthesizes multiple forms of data and writes reports with strategic findings and story plots
◦ Conducts VOP and VOE assessments
◦ Provides oral presentations and written reports
Candidates should be:
• Intellectually curious: Has a naturally curious mind and a desire to frame and solve business problems; actively seeks out best-in-class capabilities.
• Critical thinker: Strong quantitative and qualitative research and analytics skills; ability to go beyond findings to insights and actionable recommendations.
• Collaborative: Works well in a collaborative team environment between analysts, internal teams, external partners & clients.
• Self-starter: A self-motivated individual who can take limited direction and produce tangible results; proactively develops out-of-the-box solutions with the available tools and resources.
• Technology forward: Has an interest in technology and knows the relevant platforms and models; user or at least strong understanding of emerging technology trends.
• Communication: Clear and persuasive oral and written communication skills; an active listener and concise presenter.
• Positive attitude: Can-do attitude; finds the bright side of even stressful situations and is willing to learn from them.
Candidates should have:
• 5-7 years of solid survey research experience (preferably with supplier and/or agency) with an emphasis on account management
• Master’s preferred or at least 4 years of higher education within the social sciences plus equivalent work experience in a research setting
• Working knowledge of statistics and research methodologies required
• Must be knowledgeable of major research methods and emerging trends
• Strong presentation, written and verbal communications, organization skills, and the ability to successfully manage internal and external clients are a necessity
• Preference given for candidates with knowledge of and/or experience in the customer experience and/or interactive entertainment industries
EA is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status or veteran status. We will also consider for employment qualified applicants with criminal records in accordance with applicable law.