Analyst, Customer Support Experience

Job Description

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 4’s 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 CRC’s 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 self-service, email support, one-to-many platforms, AI-driven support, and in-game 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 4’s Service Value System (SVS) by balancing automation with human-centered support.

Journey Mapping & Service Value Alignment

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

AI-Driven Enhancements & Data Optimization

• Enhance self-service adoption through AI-driven 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 real-time dashboards, providing actionable insights to improve efficiency and customer engagement.

Cross-Functional Collaboration & Governance

• Align CRC’s digital support strategy within the broader unified digital experience, ensuring seamless integration with other digital products and services such as account management, e-commerce, and player engagement platforms.
• Ensure smooth transitions between support and other digital touchpoints, reducing friction in customer interactions.
• Advocate for data-driven 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 world’s best video games
• Access to Ubisoft's 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.

Company Description

Ubisoft’s 19,000 team members, working across more than 30 countries around the world, are bound by a common mission to enrich players’ lives with original and memorable gaming experiences. Their commitment and talent have brought to life many acclaimed franchises such as Assassin’s Creed, Far Cry, Watch Dogs, Just Dance, Rainbow Six, and many more to come. Ubisoft is an equal opportunity employer that believes diverse backgrounds and perspectives are key to creating worlds where both players and teams can thrive and express themselves. If you are excited about solving game-changing challenges, cutting edge technologies and pushing the boundaries of entertainment, we invite you to join our journey and help us create the unknown.