Analyst, Customer Support Experience

Job Description

Job Description
The Customer Experience Strategist is responsible for optimizing the digital support ecosystem within the CRC. This role focuses on user journey mapping, service value definition, and the integration of digital solutions that enhance both customer satisfaction and operational efficiency. Aligning with ITIL 4's Service Value Chain (SVC) and Service Design principles, it ensures support is seamless, effective, and adds measurable value to the business and customers.
This position works exclusively within CRC's digital support ecosystem, ensuring collaborative integration with CX teams managing the broader Ubisoft digital experience while supporting CRC Service Improvement teams in operational enhancements.

Key Responsibilities
Defining the Digital Support Experience
• Map and define the customer support journey, ensuring digital touchpoints provide a consistent, intuitive, and engaging experience.
• Identify pain points and improvement opportunities in self-service, email support, one-to-many platforms, AI-driven support, and in-game assistance.
• Develop support experience frameworks that enhance usability, reduce friction, and optimize resolution paths.
• Ensure that digital interactions reflect the voice of the customer and align with broader digital engagement strategies, integrating customer support seamlessly within the entire web ecosystem.
• Align with ITIL 4's Service Value System (SVS) by balancing automation with human-centered support.
Journey Mapping & Service Value Alignment
• Conduct end-to-end user journey mapping, visualizing the player's path from issue recognition to resolution.
• Optimize service transitions and digital interactions in line with ITIL 4's Service Value Chain (SVC).
• Implement best practices for omnichannel support, ensuring seamless automation and AI integration.
• Establish persona-driven customer support paths, tailoring experiences for different customer segments.
AI-Driven Enhancements & Data Optimization
• Enhance self-service adoption through AI-driven assistants and predictive tools, leveraging insights from heatmaps, session analytics, and customer interaction data to optimize usability and engagement.
• Use analytics and customer data to refine support strategies and ensure proactive issue resolution.
• Collaborate with analytics teams to build real-time dashboards, providing actionable insights to improve efficiency and customer engagement.
Cross-Functional Collaboration & Governance
• Align CRC's digital support strategy within the broader unified digital experience, ensuring seamless integration with other digital products and services such as account management, e-commerce, and player engagement platforms.
• Ensure smooth transitions between support and other digital touchpoints, reducing friction in customer interactions.
• Advocate for data-driven service improvements, ensuring the support experience evolves in response to changing customer needs.
Qualifications

Skills / requirements
• Customer - centric mindset
• Proactive issue resolution
• Collaboration
• User journey mapping
• Stakeholder engagement

Jobcode: Reference SBJ-12vzpx-18-221-21-111-42 in your application.