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Player Experience Manager, EMEA M/F

Job Description

The mission of the EMEA (Europe, Middle East, Asia) Audience & Customer Management department is to support & help deliver Ubisoft’s marketing strategies & offers to our different audiences (our players, communities, influencers, journalists & partners) by activating the optimal communication channels managed by the various teams within the department: CRM, Media, Community Management, Communications or Customer Support.

Within this department, the Player Experience team has a transversal role and aims to help maximize player satisfaction by mobilizing the various internal teams worldwide around players core needs. The team’s objective is to analyze the player experiences within the Ubisoft ecosystem, to boost internal collaboration & improve these experiences with the player’s needs in mind and finally to create & coordinate processes that improve Ubisoft’s ability to execute the best player experiences consistently.

Contexte :

The mission of the EMEA (Europe, Middle East, Asia) Audience & Customer Management department is to support & help deliver Ubisoft’s marketing strategies & offers to our different audiences (our players, communities, influencers, journalists & partners) by activating the optimal communication channels managed by the various teams within the department: CRM, Media, Community Management, Communications or Customer Support.

Within this department, the Player Experience team has a transversal role and aims to help maximize player satisfaction by mobilizing the various internal teams worldwide around players core needs. The team’s objective is to analyze the player experiences within the Ubisoft ecosystem, to boost internal collaboration & improve these experiences with the player’s needs in mind and finally to create & coordinate processes that improve Ubisoft’s ability to execute the best player experiences consistently.

Job contents :

Player experience team is split in 3 groups: Player Experience Program Management for games and services Frontlines; Player Experience Program Management for Community transversal programs and Player Experience User Journey Management team.

As part of Player Experience User Journey Management team, you’ll work within a global environment, you will work closely with Business, IT, HQ and Production departments. Your main mission will be to help optimize the player experience for Ubisoft’s key products & services. You’ll be in charge of several projects to document, evaluate and co-design player journeys transversally in all Ubisoft ecosystem for both games and transversal services. You’ll leverage expertise from other teams, participate to Player Experience best practices redaction and share them.

More precisely, your tasks will be the following:

· Help design better transversal player experiences

o Document existing player journeys related to Ubisoft’s main products & services

• • Collect or create dedicated metrics allowing you to identify friction points in the player journeys
  • Analyze the data to design optimized cross-destination journeys providing better customer satisfaction & lower customer effort
  • Document player experience best practices & create targets for Player Experience KPIs based on past operations
  • Create dashboard based on user conversion flow and service usage to identify user needs or pain points
  • Design and follow user tests in partnership with Ubisoft user labs

• Help define global CX scoring for player experiences
  • Create reusable KPIs to compare similar experiences
  • Mix player feedback (surveys, C-Sat) and tracking data to build a global score
  • Consolidate scoring from experience specific to program and global scoring

• Deliver change initiatives & partner with internal stakeholders to champion change and nurture a player-centric mindset
  • Building positive and healthy communities, managing player behavior
  • Helping to develop Ubisoft’s ecosystem of services to provide a coherent & consistent player experience
  • Improving decision making processes through player-centric data & insights

• Improve tooling
  • Propose evolution on PX Taxonomy based on usage and feedbacks
  • Help on-board other users on tools used
  • Propose new tools and processes to enhance collaboration

Qualifications

· Graduated from a project management or marketing school with at least 3-4 years of experience in digital ecosystem

· Strong organizational, project management, and cross-functional coordination skills

· Proven efficiency in multi-projects environment

· Proven collaboration track record building relationships and consensus while navigating complex, multi-national/cultural organizational structures

· Excellent communication skills with the ability to adapt communication to different audiences (from Project lead to top management).

· Great data proficiency, analytical skills & the ability to summarize complex data dynamics to be impactful but also be able to go into the details when necessary

· Great interest in creating new collaboration bridges and processes

· Preferred experience in professional videogame development or publishing, preferably working on games-as-a-service.

· A passion for gaming and personal experience as an active member of online gaming communities is essential. You need to care about our players, understand & share their perspective.

Fluent English / French

Additional Information

Position available immediately and based in Montreuil Sous Bois (Métro Porte de Montreuil - line 9, or St Mandé - line 1).

Company Description

Ubisoft teams are driven by their desire to enrich players' lives with original and memorable entertainment experiences. They give life to worlds, real playgrounds where the imagination can express itself freely, giving birth to moments of surprise, fun and adventure that also allow the player to learn and discover themselves.

At Ubisoft, you have the opportunity to collaborate and evolve with passionate and pioneering teams in their field, all over the world. You will progress in a kind and inspiring environment in which you will push the limits of imagination and technology to create the worlds that will fascinate our players.