Senior Taxonomy Analyst

Electronic Arts
Austin Texas United States
1 month ago

Senior Taxonomy Analyst, EA Customer Experience

#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’re looking for all the best kinds of people to make great experiences for our players. The best people want a job that inspires them, while giving them room to enjoy their lives. And we want to give them that. We celebrate diversity and inclusion by creating a place where you can come to work and be yourself.

You’re a Senior Taxonomy Analyst.

This role is a part of EA’s Customer Experience organization. The Customer Experience strives to make EA known for taking care of its players. We’re players taking care of players and people talking to people – whenever, wherever, and however they need us.

As a Senior Taxonomy Analyst, you work with multiple teams across Customer Experience organization. You understand the value of taxonomy work in building solutions for our players and fans and can advocate this value to your business stakeholders. You have experience developing multilingual global taxonomies and are excited to build a foundation for EA’s Knowledge Graph and AI-driven customer service.

We’re the Taxonomy team, part of the Customer Experience Insights team.

We are taxonomy and ontology advocates in Customer Experience organization. We manage Taxonomy Governance and work closely with EA taxonomists. We provide input on content structure and tagging and consult on Search Engine Optimization (SEO), as well as on enterprise search efficiencies. We are constant learners and are passionate about enabling our players to resolve their issues effortlessly and helping players and advisors to quickly find relevant information.

So how does a Senior Taxonomy Analyst make great experiences for our fans?

- They create and execute taxonomy roadmaps.

- Develop taxonomies, thesauri, and controlled vocabularies with an emphasis on sustainability.

- Identify taxonomy requirements through end-user research, EA’s existing content corpus and input from stakeholders and external sources.

- Identify taxonomy KPIs, measure taxonomy effectiveness and create taxonomy performance reporting.

- Collaborate with cross-functional teams, including analytics, research, developers, engineers, content, and publishing.

- Integrate Customer Experience taxonomies with EA’s Content Ecosystem models.

- Educate Customer Experience on the business impact and ROI of taxonomy work and provide ongoing support with taxonomy governance and implementation frameworks.

- Create and deliver impactful PowerPoint presentations and taxonomy educational sessions.

- Contribute to improving enterprise search accuracy, conduct keyword research and consult on taxonomy impact to SEO best practices.

- This is a hands-on taxonomy management role.

If this role is for you, then you are:

Relationship Builder & Collaborator – You build strong relationships by being a great listener and understanding each team’s needs and communication styles.

Analytical Thinker – You are great at research and use a systematic approach to solving problems.

Strategic Thinker – You understand the value of taxonomy work for the future of customer support and communicate it efficiently.

Documentation Expert – You have an exceptional attention to detail and are excellent in documenting your work and tracking success.

Customer Advocate – You care about our fans experience, and you want to be an active participant in improving it.

Passionate Learner – You stay on top of industry developments, ready to implement new knowledge in your day-to-day work.

A few things about how we work:

- We are passionate about our work and communicate often, share ideas openly and learn from each other.

- We constantly strive to improve our processes.

- We meet in Zoom, talk through Slack and email, use Confluence, Google Drive and Sites, and track our work through JaaS and Hive.

If you’re interested in this role, you’ll need these skills or experiences:

- 5+ years experience as a working taxonomist.

- Master’s Degree in Information Management, Library and Information Science (ALA-accredited MLS/MLIS, MSIM, MSIS), or equivalent work experience. Undergraduate degree in English or IT preferred.

- Experience with multilingual taxonomy creation and management, metadata standards, subject classification, and knowledge organization for large global organizations.

- Strong skills in gathering taxonomy efficiency requirements, including user interviews, heuristic reviews, and taxonomy tree testing.

- Exceptional attention to detail and excellent ability to communicate taxonomy value to the business in non-technical language through training and presentations.

- Knowledge of taxonomy and ontology standards, protocols, and schemas (SKOS, OWL, RDF, SPARQL, JSON-LD,, DBPedia.)

- Experience with taxonomy and ontology semantic middleware like PoolParty, TopQuadrant EDG, or similar software.

- Proficiency with Microsoft Office, especially Outlook, Excel and PowerPoint.

- Passionate about professional growth in the areas of Knowledge Graphs and data modeling.

- Gaming industry and customer support experience are strongly preferred.

- Project Management fundamentals are preferred.

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