Electronic Arts

Location: Galway or Ireland remote

We’re hiring an In-Game Channel Strategist for experience optimization within the In-Destination Channel Management team. This role is responsible for actively monitoring and optimizing our existing self-service capabilities in our  in-game help experiences.  As a part of this role, you will be responsible for end-to-end self-service experiences such as in-game content, multi-media assets, FAQs, tools, bots, and automations and will coordinate with teams across the Fan Care organization and our Studio teams to improve the fan experience.  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 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

• Work with channel managers, channel strategists, business, and operational stakeholders to define performance targets for in-game self-service experience flows.  

• Analyze and monitor customer-facing digital self-service experiences to identify areas for improvement.

• Design and coordinate updates for these experiences to enhance customer satisfaction and facilitate a smooth handover to a live advisor if needed.

• Create, coordinate, and publish customer-oriented content within these experiences, such as in-game FAQs, in-game multimedia assets, bot flows, and automated responses.

• Design, implement, and monitor experimental self-service experiences.

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

• Create and present reports to update stakeholders on progress towards goals.

Additional responsibilities

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

• Act as product expert for assigned digital experiences and tools. 

• 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.

• Excellent communication skills.

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