Senior Manager, Customer Experience Innovation

Job Description

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!

Jobcode: Reference SBJ-r0w9ke-3-138-125-139-42 in your application.