Digital Operations Analyst

Location: Austin, TX, USA

Notice

This position is no longer open.

Requisition Number: 166358

Position Title: Staff Analyst, Analytics

External Description:

#WeAreEA and we exist to inspire the world to play. EA values creativity, pioneering, passion, determination, learning, and teamwork. We mean things like acting with curiosity, speaking up with original ideas, and committing to each other as one team. We celebrate diversity and inclusion by creating a place where you can come to work and be yourself.

We want you to join us. We're hiring a Digital Operations Analyst within EA's Customer Experience organization. You will report to the Manager of WWCE Analytics and Insights.

You're the questioning type and have a passion to analyze user behavior, feedback, and experiences. You want to understand why things happen and you want to share with others insights to improve Operations. You are a business analyst and want to identify and measure improvements.

A day in the life of a Digital Operations Analyst looks like:

work across Insights and Operations to provide analysis to understand Digital solutions and opportunities focusing on web, social, and digital communities
monitor digital performance, identify improvement opportunities, understand the WHY
work with other teams and partners to identify trends and areas for improvement
provide reporting and support inquiries for our Digital Service Delivery partners
review impacts across multiple regions to understand player and advisor differences and how those impact operational indicators
prioritize your workload to handle curveballs, provide updates, and communicate to the organization
manage the story and actions performed by the business that impact metrics

So how does the Digital Operations Analyst make great experiences for players? They:

oversee metrics and focus areas for Digital Operations, defining and delivering improvements to help advisors and players
understand web optimization to improve the player experience through EA's help sites and forums
measure the value of EA's internal community and external social sites
identify the pain points, bottlenecks, and general blockers to delivering a signature player experience
organize workshops focusing opportunities identified including people, process, and technology components working across operations and programs to create the right solutions
understand how to measure opportunities identified, with Return on investment models, and other analysis
represent advisors and players when working with other departments and suggest ways to improve the player experience to appropriate partners
propose policy, process, and integration changes across EA that allow us to provide a seamless player experience
bridge Operations and Insights to improve storytelling of performance; dashboard development; and communication regarding data quality
build relationships with WWCE teams and avoiding duplication of efforts
provide either in-depth expertise or a high-level summary depending on the size and leadership-level in your audience

You'll need to wear these hats:

you'll know what our players and advisors need and achieve it through operations improvements
you'll identify opportunities, find technology solutions, and put EA at the front of excellent customer service with the least player effort
you'll use root cause analysis techniques to get to the root of the issue

If you're interested, you'll need these skills or experiences:

2 or more years experience in Digital Operations or Digital analysis specific to web, social and digital communities
a bachelor's degree in a relevant field
experience working with complicated workflows across multiple channels, tech tools, and resource groups
knowledge of Social tools such as Crimson Hexagon, Synthesio, Sprinklr or Khoros
SQL experience along with standard reporting platforms such as Tableau
Google Analytics, Google Optimize, A/B Testing
gaming industry and customer support experience

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Community / Marketing Title: Digital Operations Analyst

Company Profile:

We are a global team of creators, storytellers, technologists, experience originators, innovators and so much more. We believe amazing games and experiences start with teams as diverse as the players and communities we serve. At Electronic Arts, the only limit is your imagination.

EEOText:

About Electronic Arts

Everything we do is designed to inspire the world to play. Through our cutting-edge games, innovative services, and powerful technologies, we bring worlds with infinite possibilities to millions of players and fans around the globe.

We’re looking for collaborative and inclusive people with diverse perspectives who will enrich our culture and challenge us. We take a holistic approach with our benefits program, focusing on physical, emotional, financial, career, and community wellness to support our people through every chapter of life. We provide comprehensive benefit packages and support for a balanced life with paid time off and new parent leave, plus free games and so much more. Our goal is to provide a safe and respectful workplace that empowers you to thrive in both work and life.

Electronic Arts 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, veteran status, or any other characteristic protected by law. We will also consider employment qualified applicants with criminal records in accordance with applicable law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.

Days Open: 60

Can this position be remote?: 0

EEO Employer Verbiage:

About Electronic Arts