Support CX Manager

Ubisoft; Newcastle upon Tyne; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

Ubisoft is seeking a Support CX Manager to elevate customer interactions across support channels in Newcastle. The role involves analyzing customer experience, implementing strategies for improvement, and collaborating with various teams to enhance user satisfaction. Join a dynamic team at the forefront of gaming innovation.

Benefits

Personal performance bonus

Private Health Insurance

Life Assurance

Long Term Disability Insurance

Pension

Significant discount on games

Access to Ubisoft's back catalogue on PC

Regular professional and social events

Flexible working hours

Casual dress code

Fun work environment

Qualifications

• 2+ years of experience in customer support or customer experience roles.
• Background in CX and UX principles.
• Experience with customer experience tools.

Responsibilities

• Define and execute CX strategies to improve customer interactions.
• Monitor and analyze KPIs for enhancement opportunities.
• Support the broader CRC effort to shift-left in service requests.

Skills

Customer support

Customer experience

User experience

Service delivery

Data analysis

Tools

Qualtrics

Salesforce

Helpshift

Tableau

Power BI

JIRA

Job description

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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.

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 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

• 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 Ubisoft's 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 Ubisoft's 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 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.