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Senior Experience Designer

Electronic Arts Inc. is a global leader in interactive entertainment. We develop and deliver games, content and online services across platforms. We have a broad portfolio of brands that span the most popular genres.

We exist to Inspire the World to Play. We create extraordinary new game experiences for our millions of players everywhere by bringing together people that combine creativity, innovation, and passion. We immerse our employees into an inclusive culture and provide opportunities for learning and leading that allow our employees to do the most impactful and rewarding work of their careers.

Join us in driving the next revolution in games.

What does Experience Design mean at EA World Wide Customer Experience?

Experience Design improves the customer support experiences for both our players and employees by identifying customer experience problems and designing solutions for them. These experiences can range from digital to experiential and serve a wide variety of users from players to support advisors.

At EA, our Process and Experience Design team helps define the standards for our support journeys through consulting and education to guarantee a human-centered focus in all of our solutions. We help our organization see the experience as customers see it and offer tools to design every interaction between customers and the entire organization.

This role can be remote in most US cities and in Galway, Ireland.

About the role

Do you geek out over understanding how things work? Do you want to work across different touchpoints in the user experience? Are you excited by the idea of being on a growing team with a startup mindset? If you answered yes, you might be up for the challenge of joining the EA customer experience design team to develop player support journeys across our product suite.

The Experience Design and Research team is looking for a systematic designer with Service Design talent, who is passionate about making the complex simple. The Sr Experience Designer will report to the Senior Manager, Service Design and Research. In the role, you will be expected to lead multiple design studies simultaneously, summarize user research findings with business strategies across EA, and bring creative innovation to solve both internal and external customer needs.

• Use and advocate for a design thinking mindset
• Lead multiple service and experience design projects simultaneously
• Create multidimensional Service Design project plans, lead teams in design sprints using human-centered and design thinking methodologies
• Perform user/customer research in partnership with our Service Design Research Analysts, Insights, Product, and CX Strategy teams
• Lead co-creation workshops to build service blueprints that allow the business to develop a supporting strategy to accomplish future experiences and mature how we work.
• Produce service design blueprints, journey maps, and concept designs, low to high fidelity prototypes, empathy maps, and value proposition proposals, for the creation and evolution of products and services
• Gain an understanding of important challenges, and opportunities for our partners within WWCE
• Mentor designers and researchers on the team in best practices within the user experience and service design industry
• Work with partners from several different team

To be successful in the role you will have:

• Notable experience in UX design and primary service design methods and processes
• Depth in at least three practice areas (design research, experience strategy, service design, interaction design, or visual design)
• Familiarity with Experience Transformation and Change Management
• Experience in generative user research and evaluative market/product/service research and user testing
• Desire to work in all phases of the design process (thinking and making)
• Interest in creating new methods and practices
• A collaborative nature and enjoyment of ambiguous design challenges

Qualifications:

• Portfolio required
• Degree in Human-Computer Interactions, Design, Psychology, Computer Sciences or related disciplines, or equivalent experience
• 5+ years in user experience or service design
• Hands-on experience of designing for a variety of digital touch-points and non-digital channels
• Project and people management skills. Experience functioning as a project leader as well as an individual contributor for multiple simultaneously occurring projects