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Data Specialist

Job Description

Ubisoft, a global leader in the video games and entertainment software industry, is seeking a highly talented, self-driven, detail-oriented, strategic and creative Data Specialist to support its Customer Support Analytics functions.

The Data Specialist will be responsible for gathering, structuring, and analyzing data to derive compelling insights to help elevate current practices and to help foster a data driven mindset. This includes the design and management of data collection and analytics solutions, and analysis of the performance of customer support initiatives and their effect on player experiences. The Data Specialist will be a key stakeholder in the automation efforts for customer support including involvement with new and existing chat bot initiatives, player and agent process measurement/enhancement, and assisting with machine learning endeavors.

Core Hours: 9am – 6pm (Monday – Friday)

Location: Cary, NC, US location

Benefits: Comprehensive and competitive benefits package available (paid holidays, wellness days, vacation time, paw ternity, volunteer days; medical, dental, vision, disability, 401k match; fitness, esports, and tuition reimbursement)

Responsibilities:

• Translate business questions into data driven answers to help measure the success of a delivery.
• Work with the business stakeholders to agree upon KPIs to measure the overall performance of the technical initiative and evaluate the value of applications and/or change in the customer experience.
• Establish a benchmarking methodology and set targets for the key metrics identified.
• Convey the findings on campaign performance and drive optimization decisions with the stakeholders.
• Identify successes and key learnings from the current state to inform and help influence planning for future states.
• Ability to integrate raw data from multiple data sources.
• Work with the Enterprise Data team to create ETL pipelines into the Enterprise Data Warehouse.
• Create, manage, and distribute data and insights via regular and ad-hoc reporting utilizing analytics tools (SQL, Tableau, Python, R, Excel, Einstein Analytics, PowerBI).
• Write complex SQL queries to extract data from SQL Server or Teradata environments which will serve as underpinnings of ad-hoc and recurring analyses.
• Construct dashboards that allow users to understand performance compared to internal benchmarks and provide a platform for self-service to basic reporting.
• Other duties as assigned.

Qualifications:

• 3 to 5 years of experience as a data analyst or other relevant experience, customer analytics preferred
• Bachelor's degree in a technical or quantitative discipline
  • Computer Science, Economics, Engineering, Mathematics, Statistics
• Excellent organizational, communication, and interpersonal skills
• In depth knowledge of SQL and Excel required
• Experience in programming and with Python, R, or comparable statistical modeling tool is preferred
• Proficient in generating insights from customer level data and aggregated data sources
• Knowledge of or experience using one or more of the following would be beneficial:
  • Salesforce CRM Platform
  • Web Analytics platforms such as Adobe Analytics, Google Analytics, Matamo

Additional Information

Ubisoft is committed to creating an inclusive work environment that reflects the diversity of our player community. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to their race, ethnicity, religion, gender, sexual orientation, age or disability status.

Skills and competencies show up in different forms and can be based on different experiences, that's why we strongly encourage you to apply even though you may not have all the requirements listed above.

At Ubisoft, you can come as you are. We embrace diversity in all its forms. We’re committed to fostering a work environment that is inclusive and respectful of all differences.

All your information will be kept confidential according to EEO guidelines

Company Description

Ubisoft is composed of over 18,000 talented people located in 5 continents across the globe. With more than 80% of our teams dedicated to creation, Ubisoft is the biggest in-house creative force in the industry.

The company’s 40+ different creative studios work hand-in-hand each day to deliver rich and innovative gaming experiences that reflect the creativity and diversity of their teams. This cross-studio collaboration model means every team member has the opportunity to participate in challenging projects based on iconic brands including Assassin's Creed®, Tom Clancy's Rainbow Six Siege®, Tom Clancy's The Division®, For Honor®, Rabbids®, Rayman®, Watch Dogs®, Far Cry®, The Crew®, Just Dance® and more.

With an expansive global distribution network, Ubisoft is also a company that stays in close contact with its local fans.