Support CX Manager
Support CX Manager
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
The Support CX Manager is responsible for elevating the quality of customer interactions across our support channels. This role focuses on measuring analyzing and continuously improving the customer experience helping integrate 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 customers.
The position also requires strong collaboration with other CX-oriented teams within Ubisoft to ensure that support topics are well integrated at all steps of the player journey while supporting CRC Service Improvement teams in operational enhancements.
Key Responsibilities
- Define and execute customer experience (CX) strategies that deliver measurable improvements to support interactions
- Monitor and analyze key performance indicators (KPIs) to identify trends opportunities and areas for enhancement
- Design and maintain comprehensive customer journey maps with integrated feedback loops
- Support the broader CRC effort to shift-left and bring more self-serve options to relevant service requests
- Collaborate closely with product teams to ensure seamless customer experiences across all touchpoints
- Document and share customer support insights with relevant departments to improve company-wide service processes
- Ensure governance compliance with the Customer Relationship Center (CRC) programs and Ubisofts unified digital framework standards
- Stay informed about emerging trends best practices and innovations in customer experience and support service delivery applying relevant insights to improve our CX strategy
Qualifications :
Skills / requirements
- 2 years of experience in customer support service delivery or customer experience roles
- Background in customer experience (CX) and user experience (UX) principles and methodologies
- Experience with customer experience and workflow management tools (e.g. Qualtrics Salesforce / Helpshift Signavio Tableau / Power BI JIRA)
- Knowledge of customer satisfaction methodologies & indicators (NPS CSAT CES )
Additional Information :
In line with Ubisofts hybrid work model our flexible work policy includes a minimum of three days per week in our Newcastle office with the option to work from home up to two days.
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 :
Full-time
Employment Type
Full-time
