Analyst, Customer Support Experience

Ubisoft Entertainment; Newcastle upon Tyne; Hybrid; GBP 30,000 - 50,000; Full time

Job description

Newcastle upon Tyne, United Kingdom - Hybrid

JOB DESCRIPTION

The Analyst, Customer Support Experience 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 4’s 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

1. Define and execute customer experience (CX) strategies that deliver measurable improvements to support interactions
2. Monitor and analyze key performance indicators (KPIs) to identify trends, opportunities, and areas for enhancement
3. Design and maintain comprehensive customer journey maps with integrated feedback loops
4. Support the broader CRC effort to “shift-left” and bring more self-serve options to relevant service requests
5. Collaborate closely with product teams to ensure seamless customer experiences across all touchpoints
6. Document and share customer support insights with relevant departments to improve company-wide service processes
7. Ensure governance compliance with the Customer Relationship Center (CRC) programs and Ubisoft’s unified digital framework standards
8. 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

1. 2+ years of experience in customer support, service delivery, or customer experience roles
2. Background in customer experience (CX) and user experience (UX) principles and methodologies
3. Experience with customer experience and workflow management tools (e.g., Qualtrics, Salesforce / Helpshift, Signavio, Tableau / Power BI, JIRA)
4. Knowledge of customer satisfaction methodologies & indicators (NPS, CSAT, CES, …)

ADDITIONAL INFORMATION

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

1. Personal performance bonus
2. Private Health Insurance (including eye care and dental)
3. Life Assurance
4. Long Term Disability Insurance
5. Pension
6. Significant discount on the world’s best video games
7. Access to Ubisoft's back catalogue on PC
8. We work in the heart of Newcastle city centre, right on top of Haymarket metro station in a lively, international and creative space.
9. A kitchen stocked with cereals, fruits, unlimited filtered water, teas, coffee
10. Regular professional and social events
11. A casual dress code
12. 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.