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Digital Operations Analyst

#WeAreEA and we exist to inspire the world to play. EA values creativity, pioneering, passion, determination, learning, and teamwork. We mean things like acting with curiosity, speaking up with original ideas, and committing to each other as one team. We celebrate diversity and inclusion by creating a place where you can come to work and be yourself.

We want you to join us. We're hiring a Digital Operations Analyst within EA's Customer Experience organization. You will report to the Manager of WWCE Analytics and Insights.

You're the questioning type and have a passion to analyze user behavior, feedback, and experiences. You want to understand why things happen and you want to share with others insights to improve Operations. You are a business analyst and want to identify and measure improvements.

A day in the life of a Digital Operations Analyst looks like:

• work across Insights and Operations to provide analysis to understand Digital solutions and opportunities focusing on web, social, and digital communities
• monitor digital performance, identify improvement opportunities, understand the WHY
• work with other teams and partners to identify trends and areas for improvement
• provide reporting and support inquiries for our Digital Service Delivery partners
• review impacts across multiple regions to understand player and advisor differences and how those impact operational indicators
• prioritize your workload to handle curveballs, provide updates, and communicate to the organization
• manage the story and actions performed by the business that impact metrics

So how does the Digital Operations Analyst make great experiences for players? They:

• oversee metrics and focus areas for Digital Operations, defining and delivering improvements to help advisors and players
• understand web optimization to improve the player experience through EA's help sites and forums
• measure the value of EA's internal community and external social sites
• identify the pain points, bottlenecks, and general blockers to delivering a signature player experience
• organize workshops focusing opportunities identified including people, process, and technology components working across operations and programs to create the right solutions
• understand how to measure opportunities identified, with Return on investment models, and other analysis
• represent advisors and players when working with other departments and suggest ways to improve the player experience to appropriate partners
• propose policy, process, and integration changes across EA that allow us to provide a seamless player experience
• bridge Operations and Insights to improve storytelling of performance; dashboard development; and communication regarding data quality
• build relationships with WWCE teams and avoiding duplication of efforts
• provide either in-depth expertise or a high-level summary depending on the size and leadership-level in your audience

You'll need to wear these hats:

• you'll know what our players and advisors need and achieve it through operations improvements
• you'll identify opportunities, find technology solutions, and put EA at the front of excellent customer service with the least player effort
• you'll use root cause analysis techniques to get to the root of the issue

If you're interested, you'll need these skills or experiences:

• 2 or more years experience in Digital Operations or Digital analysis specific to web, social and digital communities
• a bachelor's degree in a relevant field
• experience working with complicated workflows across multiple channels, tech tools, and resource groups
• knowledge of Social tools such as Crimson Hexagon, Synthesio, Sprinklr or Khoros
• SQL experience along with standard reporting platforms such as Tableau
• Google Analytics, Google Optimize, A/B Testing
• gaming industry and customer support experience