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CE Specialist (108001)
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 Customer Experience (CE) Specialist will assist with research and development on a variety of CE Labs initiatives. The ideal candidate will have experience identifying opportunities to improve existing and design optimal customer experiences, particularly during interactions with customer service teams across multiple touchpoints.
In addition to knowing how to leverage data to derive insights and drive CX strategies, this consultative role will be innovative, quick to adapt and eager to keep pace with the emerging trends in the CX industry. This position reports to the Global Director of CE Labs and is part CE’s Strategy, Programs and Insights team.
Responsibilities include:
• Working with other CE team members, develop and execute projects on the lab initiatives roadmap of tech and non-tech projects to improve player and employee experiences
• Apply best practices in CX design to design, test, measure differentiated customer and employee experiences
• Be a thought leader and use research-based analysis of best practices in customer-centricity to inform consultative guidance
• Define project requirements, including scope, timeline, budget and measurement
• Develop and execute a plan to engage with employees and players to increase knowledge and understanding of key improvement opportunities
• Design and champion projects that promote player and employee advocacy
• Contribute to building the organization’s testing competence
• Demonstrate strong communication and presentation skills including the ability to articulate and facilitate discussions effectively across disciplines in an audience appropriate manner
• Work seamlessly with cross-functional teams, including Programs, Operations, Strategic Communications, Partner Engagement and Strategy and other groups within EA
• Maintain awareness of new analytical tools, trends and approaches and bring them into the organization as appropriate.
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:
• Bachelor’s required in relevant field
• 5+ years of related experience in customer experience-focused consulting with direct exposure to CX projects, knowledge of primary research techniques, report writing and presentation
• Professional experience in online CX optimization, digital A/B testing-related work and customer experience design and measurement (including use of tools like customer journey mapping)
• Strategic acumen coupled with tactical excellence
• Understand contact center operations
• 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.