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Customer Experience Manager
Ubisoft
San Francisco, CA, United States
Job Details - this job has expired, please see similar jobs below
Company Description
Ubisoft is composed of over 12,000 talented people located in 28 countries across the globe. With around 85% of its staff devoted to game development, Ubisoft has the 2nd largest in-house creative team in the world.
The company’s 27 different creative studios work hand-in-hand each day to deliver rich and innovative gaming experiences that reflect the creativity and diversity of their teams. This cross-studio collaboration model means every team member has the opportunity to participate in challenging projects based on iconic brands including Assassin's Creed®, Tom Clancy's Ghost Recon®, Tom Clancy's Splinter Cell®, Rabbids®, Rayman®, Watch Dogs®, Far Cry®, The Crew®, Just Dance® and more.
With an expansive global distribution network, Ubisoft is also a company that stays in close contact with its local fans.
Job Description
Ubisoft Entertainment, a global leader in the video games and entertainment software industry, is currently seeking a full-time Customer Experience Manager. This individual will report to the Director of Customer Experience and will be responsible for all planning, developing, measuring, and evolving Customer Experiences across the Ubisoft digital landscape. It’s common for companies to manage critical production processes using the best practices in project management, and we want to bring that same philosophy to managing how our customer interacts with our company.
What Does the Ideal Candidate Looks Like?
• Customer-focused: You understand the value of customer experience and use it as the center of every program and decision you manage.
• Data-driven and analytical: You know the value of a goal and enjoy putting your best effort into achieving it.
• Operational Excellence: Process and operations is not only a strength but a passion of yours.
• Proven problem-solver: You bring a new perspective to the table, stay positive through difficult discussions, and are focused on solving the problems at hand
• Leader by influence: You know that leadership comes from good ideas and how you treat people, not from reporting structures.
Responsibilities:
• Map existing Journey processes based on a customers need to completion, identify required and optional steps, and define the start and completion points.
• Set goals, standardize the measurement of steps, and work with multiple stakeholder teams to improve those steps in a project management approach
• Design ideal flows from customer perspectives, and work with all stakeholder teams on realistic applications of that experience
• Prioritize the tasks and steps needed to improve an overall experience, based on the constraints of all stakeholders
• Roadmap out a timeline for improving the experience, and project manage at a high-level each stakeholders contribution to moving the experience forward
• Escalate issues as they are presented to necessary stakeholders, coordinate regular meetings and communication cycles on status of all parts of the Journey improvement process
• Manage, assign, and update all tasks as required in JIRA or other assigned work coordination toolset.
• Be a customer advocate within Ubisoft marketing, ensuring the highest quality interactions with the customer across all lifecycle channels
Qualifications
• 5+ years of total Project Management experience with demonstrated success in customer experience management
• Expert in the organization and facilitation of complex processes within business groups. PMP, Agile, Scrum or other Project management certifications are highly preferred.
• Highly dynamic personality who thrives at coordinating multiple stakeholders in a complex business scenario.
• Experience in using modern team coordination toolsets like Sharepoint, JIRA, Slack, etc.
• Experience in Marketing Automation toolsets like Salesforce, Adobe, or other light-weight experience management platforms a plus.
• A strong understanding of entertainment and/or video game industry required
• A strong understanding and background in marketing communication principals and best practices
• A strong understanding of digital design principals, user experience design and deliverability best practices
• Experience with and understanding of web technology. You don’t need to code, but you do need to competently understand capabilities and limitations of the technology that empowers the experiences we’re building.
• College Degree in applicable field required, Advanced degrees considered a plus.
• French language skills a plus.
Additional Information
Ubisoft is committed to creating an inclusive work environment that reflects the diversity of our player community. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to their race, ethnicity, religion, gender, sexual orientation, age or disability status.