Senior CX Strategist

About the Role

Key Responsibilities

• Develop and implement strategies to enhance player experiences by analyzing fan needs and driving improvements across game portfolios and Fan Growth products.
• Manage a portfolio of games connected to Fan Care Support, Identity, and Loyalty capabilities and services.
• Work across multiple teams to negotiate and refine recommendations, proposals, and plans for execution.
• Monitor and analyze the performance and health of the game portfolio, identifying key issues and areas for improvement.
• Evaluate the effectiveness of support responses and recommend process enhancements to resolve issues and improve overall performance.
• Create action plans that drive improvements and increase awareness of changing needs across game titles.
• Connect product and service priorities with game portfolio objectives and business needs to develop cohesive strategies.

Requirements

• Bachelor's degree (or foreign equivalent) in Business Administration, Human-Computer Interaction, Industrial Design, Media, or a related field.
• Five (5) years of progressive, post-bachelor's experience in product/project management planning or related occupation.
• Experience building, managing, and executing customer experience strategies.
• Experience in product or user/customer experience design.
• Knowledge of forecast or business modeling.
• Experience developing and implementing strategies from conceptualization to launch and post-launch performance.
• Cross-functional project management experience.
• Experience launching a product or feature from ideation to execution.
• Proficiency in quantitative analysis, data analysis, or statistical analysis.
• Experience with data visualization tools such as Tableau, Alteryx, or similar.
• At least two (2) years in program/project management or customer success/account management.
• Experience with game development frameworks, gate processes, and requirements across Live Services, HD, or Mobile games.
• Experience creating readiness plans for portfolio titles to improve player support experience.

Nice to Have

• Experience with game development frameworks, gate processes, and requirements across Live Services, HD, or Mobile games.

Qualifications

• Bachelor's degree or foreign equivalent in a related field.
• Five (5) years of relevant experience in product/project management or related roles.

Benefits & Perks

• Benefits include PTO, medical/dental/vision insurance, and 401(k) for eligible employees.
• Certain roles are eligible for bonus and equity.