Electronic Arts

You will be part of EA's Fan Care organization. EA's Fan Care organization exists to help our fans get the most fun from their games. From onboarding new players to getting them back in the game when they have issues, we support fans across their EA experiences and keep them safe online. We value people who bring new ideas to make Fan Care 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 who will show up excited to work and ready for fun.

Sr. Self-Service Channel Strategist 

We’re hiring a Sr. Channel Strategist to lead the strategy of our channels and capabilities so we optimize the fan experience across our channels. This role is accountable for optimizing our existing self-service capabilities across web, in-game, email, and social help experiences.  As a part of this role, you will be responsible for strategic initiatives, long-term projects, and the design of end-to-end self-service experiences such as FAQs, tools, bots, and automation.  You will be responsible for driving teams across the Fan Care organization and our Studio teams to improve the fan experience. You’ll ensure that the Self-Service team has the technology and strategy they need to deliver great self-service experiences now and in the future. This role directly impacts self-service goals for the number of fans helped and will play a critical role in defining the experience roadmap for self-service across the tools and in-game help spaces. 

This role is part of EA’s Fan Care organization. EA’s Fan Care organization exists to help our fans get the most fun from their games. From onboarding new players to getting them back in the game when they have issues, we support fans across their EA experiences and keep them safe online. We value people who bring new ideas and perspectives to make Fan Care 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 who will show up excited to work and ready for fun.

Primary responsibilities

• Create and maintain a comprehensive strategy for optimizing and scaling self-service channels and capabilities, ensuring alignment with organizational goals and fan experience enhancements.

• Propose and implement innovative features to enhance the channel support experience.

• Lead collaborative work across multiple teams and organizations to define performance targets for self-service channels and/or capabilities.

• Use channel data and industry research to understand what is working well and identify areas for improvement.

• Design and coordinate updates for these experiences to enhance customer satisfaction and facilitate delivery of the designed outcome or exit point.

• Design, implement, and monitor experiments for a specific channel or capability.

• Identify, request, and prioritize new features, functions, and care solutions for these experiences in collaboration with the Product, Operations and Content team.

• Present performance updates and keep stakeholders informed on progress toward goals and targets.

Additional responsibilities

• Communicate performance data effectively and maintain relevant documentation for stakeholders.

• Act as a product expert for assigned self-service channels and capabilities. 

• Carry out configuration, publishing, and quality verification tasks for these experiences and assist internal teams doing similar work.

Skills and Experience

• Experience in journey mapping, and designing and optimizing experiences and processes. 

• Familiarity with Content Management Systems or Customer Relationship Management software.

• Experience with formal or informal project management.

• Personal management skills including setting priorities and managing time.

• Experience with successfully influencing cross-functional teams.

• Excellent communication skills.

• High proficiency with Microsoft Office suite and Google Suite tools.