Principal CX Strategist

Job Description

Principal CX Strategist

As the CX Strategist, you will report to the Senior Director of Experience Integration. You will work across the CXO organization to design CX Strategies, addressing large-scale organizational gaps & player pain points that impact multiple games, studio, services, regions, or support models. You will do this leading EA workgroups to create strategies, promote agreement, and architect solutions.

You will be responsible for securing resources, identifying essential implementation tactics, and driving strategy adoption. You should implement solutions through existing processes & workgroups where they exist or work in partnership across the organization to develop new processes for the long term strategy sustainment. You will have a portfolio of stakeholder relationships to maintain to support CX strategies.
WWCE EA's Worldwide Customer Experience (WWCE) organization exists to inspire the world to play.

We support players across the globe in 13+ languages. We value people who will bring new ideas to help make WWCE a great place to be and be from. We celebrate diversity and inclusion. It's just as important for us to create great experiences for our people as for our players. We're looking for people to come to the office (or Zoom meeting) excited to work and ready for some fun.

Responsibilities
• Manage a portfolio of EA Support and CX strategies and an opportunity pipeline
• Build WWCE & CXO level support strategies including defining and understanding
the need for a CX strategy, defining expected strategic outcomes, and working
across WWCE and EA (CXO, COO, Studio, Finance) to gain alignment on strategic
priority and implementation.
• Report on the effectiveness of the CX strategy including experience
improvements, performance impacts, and financial effects. If needed, modify the
CX tactics based on strategy effectiveness and if it is tracking to meet targets.
• Identify opportunities in EA & Support experiences where CX strategies can close
organizational gaps, reposition us for strategic shifts, or provide better
experiences.
• Size opportunities to develop prioritized roadmaps to address important issues.
• Participate in leadership emergency response conversations for your portfolio,
representing WWCE in essential conversations including legal, corp
communications, studio, brand to ensure that we are advocating for the best
player experience and EA outcomes.
• Develop, maintain and partner across key EA organizations to create,
communicate and implement WWCE strategies. Promote CX strategies,
objective and goals to improve the player experience and demonstrate the value
of WWCE
• Represent WWCE in appropriate partner conversations, make sure that our
partners have relevant information on
• How we are supporting them
• Gaps that have been identified and how we are working to address
• How their strategic priorities and ours align
• Areas to partner to advance strategic goals for both organizations
• Develop relationships to understand strategic direction of other EA organizations
and use that information to influence WWCE strategy, CX Strategy, and
Game/Service Support Strategies.
• Share insights and strategic direction information across WWCE, socializing with
leadership, internal management team, and immediate work groups.
You'll love this job the most if you:
• Enjoy building relationships and trust to form business partnerships across the
company
• Bring organization to chaotic environments that require many diverse team
members to come together as one to succeed
• Creatively problem solve, and apply new thinking when approaching and defining
solutions
• Succeed in fast-paced environments with frequent updates, curveballs, and
pivots
• Are a confident communicator who likes to present and can share information in
a way that all kinds of audiences can easily understand
• Are a team player who encourages collaboration and works well with peers
across multiple departments

Qualifications
• 7 years Program, Project Management
• 2 years product management experience
• Manage multiple projects and initiative with competing schedules
simultaneously
• Project risk identification and mitigation
• Strong verbal and written skills with the ability to simplify complex issues
through written and verbal communications
• Experience leading formal or informal teams including partner management
• Experience analyzing information to identify important player pain points and
propose solutions to resolve
• Experience using analytics and data to influence decision-making and make
measurable improvements
• Experience aligning with multiple teams to meet a unified goal
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!

Jobcode: Reference SBJ-dy4o0q-3-140-242-165-42 in your application.