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Maklumat Am

Lokasi: Guildford, Surrey, United Kingdom 
ID Peranan
211878
Jenis Pekerja
Temporary - with Benefits (EU & Malaysia)
Studio/Jabatan
CT - IT
Pengaturan Kerja Fleksibel
Hybrid

Perihalan & Keperluan

Electronic Arts mencipta pengalaman hiburan tahap seterusnya yang memberi inspirasi kepada pemain dan peminat di seluruh dunia. Semua orang adalah sebahagian daripada kisah di sini. Sebahagian daripada komuniti yang terhubung merentasi dunia. Tempat di mana kreativiti berkembang maju, perspektif baharu di alu-alukan dan idea adalah penting. Satu pasukan di mana semua orang terlibat dalam permainan.

We’re looking for a customer champion with strong technical curiosity and a passion for helping people succeed with AI.


As an AI Digital Assistant Success Specialist, you’ll be at the heart of improving our enterprise digital assistants experience (which includes a combination of internal and external tools such as ChatGPT) . You’ll help users get the most out of our solutions, identify opportunities for automation and improvement, and collaborate with engineering to make every interaction smarter, faster, and more satisfying.


This is a great role for someone who loves solving problems, thrives in fast-evolving tech environments, and wants to play a key part in shaping how AI transforms employee experience.


This is a 12 month Fixed Term contract and you will be required to work in hybrid model in our Guildford office 3 days per week.


Key Responsibilities



User Support & Advocacy

  • Be the human face of our Digital Assistant — helping users when automation can’t.
  • Troubleshoot and resolve user issues, ensuring fast, friendly, and accurate responses.
  • Identify recurring issues, patterns, and opportunities for product improvement.
  • Act as the voice of the customer — championing feedback and insights across teams.


AI Operations & Collaboration

  • Partner with AI Engineering and Product teams to improve model accuracy, coverage, and behavior.
  • Translate real-world user challenges into actionable insights and enhancement requests.
  • Participate in roadmap discussions and represent the user experience in product decisions.


Knowledge & Process Management

  • Create and refine internal knowledge articles to improve both chatbot and human support accuracy.



Analytics & Continuous Improvement

  • Analyze chatbot and support data to identify high-impact improvement areas.
  • Support post-launch performance tracking and user adoption metrics.



AI Training & Testing

  • Help refine model prompts, responses, and fallback scenarios using live feedback.
  • Participate in conversational design testing and training data curation.
  • Collaborate with engineers and Product Managers to improve assistant tone, accuracy, and responsiveness.



Qualifications

  • Bachelor’s degree in Information Systems, Computer Science, Business, or equivalent experience.
  • 5+ years of professional experience (for senior roles, 7+), ideally in IT support, product operations, or digital assistant environments.
  • Familiarity with Generative AI, NLP, or LLM-based technologies (e.g., ChatGPT, Azure OpenAI).
  • Strong written and verbal communication skills across technical and non-technical audiences.
  • Experience improving support processes and documentation at scale.
  • Analytical mindset and comfort with data-driven decision-making.


Tentang Electronic Arts
Kami berbangga mempunyai portfolio permainan dan pengalaman yang luas, lokasi di seluruh dunia dan peluang merentasi EA. Kami menghargai kebolehsuaian, ketahanan, kreativiti dan sifat ingin tahu. Daripada kepimpinan yang menyerlahkan potensi anda, kepada mewujudkan ruang untuk pembelajaran dan membuat uji kaji, kami memperkasakan anda untuk melakukan kerja-kerja yang hebat dan mengejar peluang untuk pertumbuhan.

Kami mengambil pendekatan yang holistik dengan program manfaat kami, memberi tumpuan kepada fizikal, emosi, kewangan, kerjaya, dan kesejahteraan komuniti untuk menyokong kehidupan yang seimbang. Pakej kami disesuaikan untuk memenuhi keperluan setempat dan mungkin merangkumi perlindungan penjagaan kesihatan, sokongan kesejahteraan mental, simpanan persaraan, cuti bergaji, cuti keluarga, permainan percuma dan banyak lagi. Kami memupuk persekitaran di mana pasukan kami sentiasa boleh membawa pengalaman terbaik mereka.

Electronic Arts adalah majikan peluang yang sama rata. Semua keputusan pekerjaan dibuat tanpa mengambil kira kaum, warna kulit, asal negara, keturunan, jantina, identiti atau penzahiran jantina, orientasi seksual, umur, maklumat genetik, agama, kecacatan, keadaan perubatan, kehamilan, status perkahwinan, status keluarga, status veteran, atau mana-mana ciri lain yang dilindungi oleh undang-undang. Kami juga akan mempertimbangkan pemohon pekerjaan berkelayakan yang mempunyai rekod jenayah selaras dengan undang-undang yang berkenaan. EA juga menyediakan tempat tinggal di tempat kerja untuk individu yang berkelayakan dengan kecacatan seperti yang dikehendaki oleh undang-undang yang berkenaan.