Analyst Customer Support Experience

The Analyst Customer Support Experience is responsible for optimizing the digital support ecosystem within the CRC. This role focuses on user journey mapping service value definition and the integration of digital solutions that enhance both customer satisfaction and operational efficiency. Aligning with ITIL 4s Service Value Chain (SVC) and Service Design principles it ensures support is seamless effective and adds measurable value to the business and customers.

This position works exclusively within CRCs digital support ecosystem ensuring collaborative integration with CX teams managing the broader Ubisoft digital experience while supporting CRC Service Improvement teams in operational enhancements.

Key Responsibilities

Defining the Digital Support Experience

• Map and define the customer support journey ensuring digital touchpoints provide a consistent intuitive and engaging experience.
• Identify pain points and improvement opportunities in selfservice email support onetomany platforms AIdriven support and ingame assistance.
• Develop support experience frameworks that enhance usability reduce friction and optimize resolution paths.
• Ensure that digital interactions reflect the voice of the customer and align with broader digital engagement strategies integrating customer support seamlessly within the entire web ecosystem.
• Align with ITIL 4s Service Value System (SVS) by balancing automation with humancentered support.

Journey Mapping & Service Value Alignment

• Conduct endtoend user journey mapping visualizing the players path from issue recognition to resolution.
• Optimize service transitions and digital interactions in line with ITIL 4s Service Value Chain (SVC).
• Implement best practices for omnichannel support ensuring seamless automation and AI integration.
• Establish personadriven customer support paths tailoring experiences for different customer segments.

AIDriven Enhancements & Data Optimization

• Enhance selfservice adoption through AIdriven assistants and predictive tools leveraging insights from heatmaps session analytics and customer interaction data to optimize usability and engagement.
• Use analytics and customer data to refine support strategies and ensure proactive issue resolution.
• Collaborate with analytics teams to build realtime dashboards providing actionable insights to improve efficiency and customer engagement.

CrossFunctional Collaboration & Governance

• Align CRCs digital support strategy within the broader unified digital experience ensuring seamless integration with other digital products and services such as account management ecommerce and player engagement platforms.
• Ensure smooth transitions between support and other digital touchpoints reducing friction in customer interactions.
• Advocate for datadriven service improvements ensuring the support experience evolves in response to changing customer needs.

Qualifications :

Skills / requirements

• Customer centric mindset
• Proactive issue resolution
• Collaboration
• User journey mapping
• Stakeholder engagement

Additional Information :

Benefits

With Ubisoft CRC you will receive a competitive salary along with:

• Personal performance bonus
• Private Health Insurance (including eye care and dental)
• Life Assurance
• Long Term Disability Insurance
• Pension
• Significant discount on the worlds best video games
• Access to Ubisofts back catalogue on PC

Perks:

• We work in the heart of Newcastle city centre right on top of Haymarket metro station in a lively international and creative space.
• A kitchen stocked with cereals fruits unlimited filtered water teas coffee
• Regular professional and social events
• Flexible working hours
• A casual dress code
• Fun we like to work hard but have a laugh too!

Ubisoft offers the same job opportunities to all without any distinction of gender ethnicity religion sexual orientation social status disability or age. Ubisoft ensures the development of an inclusive work environment which mirrors the diversity of our players community.

Remote Work :

No

Employment Type :

Fulltime