Senior Manager, Customer Experience Innovation

Requisition Number: 166578

Position Title: Expert Analyst

External Description:

Electronic Arts Inc. is a global leader in interactive entertainment. We exist to Inspire the World to Play. We create extraordinary new game experiences for our millions of players everywhere by bringing together people that combine creativity, innovation, and passion. We immerse our employees into an inclusive culture and provide opportunities for learning and leading that allow our employees to do the most impactful and rewarding work of their careers.

You will be part of EA's Worldwide Customer Experience (WWCE) organization. The Customer Experience organization strives to make EA known for taking care of its players. We're players taking care of players and people talking to people – whenever, wherever, and however they need us.

And we want you to join us. We're hiring a CX Innovation Manager.

You will be part of Innovation Labs, a research and development team within EA's Worldwide Customer Experience (WWCE) group. Innovation Labs pioneers new ideas and executes projects dedicated to improving the player experience. If this job is for you, you'll design new customer experiences applying the latest tech and CX trends. You will improve customer touchpoints across many of EA's products and services.

We are looking for someone who can partner with teams around WWCE to propose new "out of the box" ideas or hypotheses that we can test. You should be comfortable researching emerging trends in the CX industry and working with data to find insights and promote new CX strategies.

The CX Innovation Manager reports to the Global Director of CX Innovation, which is part of WWCE's Insights and Innovation team. You will work with multiple teams across Customer Experience and the rest of EA, including Operations, Insights, and Product Management, Studios, and IT. In a typical day, you may collaborate on the design of a new self-service tool, review test results of the current pilot or experiment, and research new technology being used in CX.

So how does the CX Innovation Manager make great experiences for players? They:

• Have a design-thinking perspective
• Are a persuasive writer, applying several mediums (presentations, white-papers, award submissions)
• Apply best practices to design and measure different customer and employee experiences
• Research new trends in the video game industry and customer support to inform business on new opportunities to improve service to our players
• Design and champion programs that promote player and employee advocacy
• Define program requirements including scope, timeline, budget, and impact
• Explain complex ideas and encourage discussion with a diverse audience.
• Help build a test and learn culture across the organization
• Work well across teams including Programs, Operations, Strategic Communications, Partner Engagement and Strategy, and other groups within EA

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

• A bachelor's degree
• 5+ years of related practice in customer experience with direct exposure to CX programs or products, knowledge of primary research techniques, report writing, and presentation
• Experience in CX optimization, digital A/B testing, and customer experience design and measurement (including using tools like customer journey mapping, analyzing customer touch-points, and voice of the customer)
• 3+ years of experience working with technical teams to bridge operational concepts to technical requirements
• You can vet upcoming CX trends from CX myths and understanding what CX changes will make the biggest impact 2+ years from now
• We prefer candidates with knowledge of interactive entertainment industries
• You might hold a Customer Experience Practitioner Certification (CEPC) or be a Certified Customer Experience Professional (CCXP) credential.

We love to celebrate our great perks like comprehensive health and benefit packages, tuition reimbursement, 401k with company match, of course, free video games and more!

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Community / Marketing Title: Senior Manager, Customer Experience Innovation

Company Profile:

Electronic Arts Inc.는 세계를 선도하는 인터랙티브 엔터테인먼트 소프트웨어 기업입니다. EA는 인터넷 콘솔, 개인용 컴퓨터, 휴대전화, 태블릿용 게임과 콘텐츠 및 온라인 서비스를 제공합니다.

EEOText: EA는 균등한 기회의 제공을 실천합니다. 모든 채용은 인종, 피부색, 출신 국가, 혈통, 생물학적/사회적 성별, 성 정체성 또는 표현, 성적 성향, 나이, 유전 정보, 종교, 장애 여부, 질병 유무, 임신 여부, 혼인 상태, 가족 상황, 군 복무 여부, 또는 법으로 금지된 기타 요인을 고려하지 않고 결정됩니다. 또한, 해당 직책에 합당한 능력을 갖추고 있다면 범죄 기록이 있는 지원자도 관련 법률을 준수하는 방식으로 채용 여부를 고려합니다. EA는 관련 법률에서 명시하는 대로 업무 공간에 장애가 있는 입사 지원자 또는 예정자를 위한 시설을 마련해두고 있습니다.

Days Open: 63

Can this position be remote?: 0

EEO Employer Verbiage:

EA는 균등한 기회의 제공을 실천합니다. 모든 채용은 인종, 피부색, 출신 국가, 혈통, 생물학적/사회적 성별, 성 정체성 또는 표현, 성적 성향, 나이, 유전 정보, 종교, 장애 여부, 질병 유무, 임신 여부, 혼인 상태, 가족 상황, 군 복무 여부 등의 요인을 고려하지 않고 결정됩니다. EA는 관련 법률에서 명시하는 대로 업무 공간에 장애가 있는 입사 지원자 또는 예정자를 위한 시설을 마련해두고 있습니다.