Senior Service Designer, Player Support (Contract)

Riot Games; Singapore; On-site; USD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a Senior Service Designer for their Player Support team. This role is pivotal in enhancing the player experience through innovative service design and improvement initiatives. You will collaborate with cross-functional teams to create effective service blueprints, advocate for player feedback, and lead projects that drive operational excellence. If you have a passion for gaming and a knack for service design, this is a fantastic opportunity to make a significant impact in a dynamic environment. Join a team that values creativity, collaboration, and player satisfaction, and help shape unforgettable experiences for players worldwide.

Qualifications

• 8+ years in service design and experience delivery in a project-based environment.
• Proficiency in management tools and methodologies like Scrum and Kanban.

Responsibilities

• Collaborate with leadership to identify service design opportunities.
• Design and implement service blueprints for player support journeys.

Skills

Service Design

Customer Experience Design

UX Design

Project Management

Data Analysis

Communication Skills

Problem-Solving

Team Leadership

Education

Bachelor's Degree

Tools

Google Suite

MS Office

Miro

Jira

Scrum

Kanban

Job description

Senior Service Designer, Player Support (Contract)

Job Id: 5864

Riot Games was established in 2006 by entrepreneurial gamers who believe that player-focused game development can result in great games. In 2009, Riot released its debut title League of Legends to critical and player acclaim. As the most played PC game in the world, over 100 million play every month. Players form the foundation of our community and it’s for them that we continue to evolve and improve the League of Legends experience.

We’re looking for humble but ambitious, razor-sharp professionals who can teach us a thing or two. We promise to return the favor. Like us, you take play seriously; you’re passionate about games. We embrace those who see things differently, aren’t afraid to experiment, and who have a healthy disregard for constraints. That’s where you come in.

As a Senior Service Designer - Player Support professional, you’ll be a key player in our Service Transformation team, tackling complex challenges to deliver a seamless player experience. You’ll design solutions that enable Riot’s Player Support to consistently exceed player expectations across all touchpoints with our player-support product, UX, policies, and operations.

The Service Transformation team is on a mission to uncover transformative insights and opportunities to champion unforgettable service experiences that leave players deeply satisfied. We are the incubators of service design and experience for Riot’s strategic priorities.

In this global role, you will:

1. Collaborate closely with the Head of Service Transformation, Player Support (PS) leadership, and cross-functional teams across regions to identify and prioritize service design and improvement opportunities.
2. Lead the design and implementation of service blueprints that map the entire player support journey, ensuring a seamless and positive experience across all touchpoints.
3. Manage a project portfolio focused on service design and improvement initiatives, leveraging data insights to guide the process from concept to execution.
4. Advocate for and integrate player/community feedback and experience metrics into service design decisions, ensuring continuous improvement in client/service usability, satisfaction, and loyalty.
5. Partner with data analysts to translate CSat / SaSI markers into actionable insights for operational improvements.
6. Proactively identify potential issues and events that could impact the player experience, working with teams to develop preventative measures and refine policies and processes.
7. Design and implement impactful player support policies.
8. Collaborate with PS leadership and cross-functional teams to develop and execute end-to-end service design strategies across all games and markets.
9. Inform, consult, and contribute to the development and execution of player retention strategies.
10. Confidently present your work, proposals, and research findings to senior stakeholders, effectively communicating your ideas and recommendations.

Required Qualifications:

1. 8+ years of experience in a fast-paced, project-based environment with a proven track record of service design and service experience delivery.
2. 5+ years of direct experience within customer service operations, customer experience design, or UX design.
3. Demonstrated experience in owning and leading CX, UX & service improvement projects through the entire lifecycle.
4. Proficiency in a variety of management tools, including Google Suite (or MS Office), Miro and/or Jira, Scrum, and Kanban methodologies.
5. A passion for ensuring exceptional player experiences and a strong desire to deliver results.
6. Excellent written, verbal, and visual communication skills with the ability to negotiate and resolve conflicts effectively.
7. A highly proactive and results-oriented individual with a strong sense of ownership and the ability to work with minimal supervision.
8. A proven ability to lead and influence teams to deliver high-quality work.
9. Exceptional time management, resource management, prioritization, and problem-solving skills.
10. The ability to effectively analyze data to understand operational performance.
11. Willingness and capacity to travel up to 20%.
12. A strong technical curiosity and a commitment to continuous learning in technology, tools, and methodologies.
13. A Bachelor’s degree (BA/BS) or equivalent practical experience.

Desired Qualifications:

1. Experience designing and improving work systems for both individual and multiple teams.
2. Previous experience working within a Customer Service Operations environment.
3. A history of success in a product support or customer support management role.
4. Knowledge of Zendesk or equivalent CRM systems, including configuration and limitations.

For this role, you'll find success through craft expertise, a collaborative spirit, and decision-making that prioritizes the delight of players. We will be looking at your past studies, experience, and your personal relationship with games. If you embody player empathy and care about players' experiences, this could be your role!

Don’t forget to include a resume and cover letter. We receive a lot of applications, but we’ll notice a fun, well-written intro that shows us you take play seriously.