Player Journey Mapper

Job Description

Job Description
We're looking for a Player Journey Mapper to help elevate the experience of our players across all touchpoints of our player-facing services. This role goes beyond traditional UX, diving deep into the end-to-end player journey to uncover friction, inconsistencies, and pain points that impact satisfaction, trust, and engagement.
As a key advocate for the player, you will analyze player interactions across multiple systems and services, document current-state experiences, and define aspirational target journeys that reflect our vision for an exceptional player experience. You'll work closely with cross-functional teams - including product, UX, support, engineering, and operations - to align systems and processes toward delivering those experiences.

Responsibilities
• Map and document the end-to-end player journeys, including interactions beyond product UI (e.g., support systems, account management, communication flows).
• Identify pain points, friction, and systemic issues across the player experience, considering not only UX/UI but also backend processes, policies, and service design.
• Collaborate with research and analytics teams to gather qualitative and quantitative insights about player behaviors and needs.
• Define and communicate target player journeys that represent the ideal experience.
• Partner with product managers, designers, engineering, support, and operations teams to prioritize improvements and drive alignment toward target experiences.
• Act as a player advocate, ensuring the voice of the player is represented in service and systems design decisions.
• Facilitate journey mapping workshops and alignment sessions with stakeholders.
• Monitor and measure the effectiveness of changes to ensure improvements in player satisfaction and experience consistency.
Qualifications
• Proven experience in service design, experience strategy, player journey mapping, or related roles.
• Strong analytical skills with the ability to synthesize complex systems and data into clear insights and recommendations.
• Deep understanding of player behavior, motivations, and the gaming ecosystem.
• Experience collaborating with cross-functional teams, including engineering, support, and product design.
• Excellent communication and storytelling skills, with the ability to influence and align stakeholders.
• Familiarity with tools for journey mapping, service blueprinting, and experience documentation (e.g., Miro, Lucidchart, Smaply).
• Bonus: Background in gaming, live service environments, or digital platforms.
What You'll Bring
• A player-first mindset and passion for crafting seamless, delightful experiences.
• A systems thinker who can see the big picture without losing sight of critical details.
• A natural collaborator who thrives in cross-disciplinary teams and can bridge gaps between design, tech, and operations.
• An empathetic listener and strategic thinker who can turn insights into action.

Jobcode: Reference SBJ-eox5j2-3-22-98-193-42 in your application.