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Service Transformation Manager

Ubisoft
Newcastle upon Tyne England gb
2 years ago
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Job Description

The Service Transformation Manager innovates, drives and delivers the transformational changes and improvements required to make Player Support an optimised and future focused operation. The role will manage the Innovations Team to help achieve three goals, improve the Agent/Interaction Specialist and the player experience, and enhance tool and channel experiences. Constant review and revision will be carried out to ensure changes provide positive impacts to the day-to-day business.


Mission
• Manage a team of 6 specialists responsible for innovation topics, and specific specialisations in KCS methodology, journey mapping, project management and UX design.

• Your team will be responsible for mapping agent and player journeys whilst working with other stakeholders to align our operations and to improve these experiences.

• Utilise your team to research and implement changes that lead to innovative and positive changes within Player Support.

• Conduct internal innovation assessments and external benchmarking (both inside our industry and outside)

• Reframe and communicate complex business questions and recommendations to key stakeholders.

• Balance strategic design with practicability, being keenly aware of implications across other parts of Ubisoft.

• Excellent stakeholder engagement, influencing and ability to work across the organisation linking with all departments including Games and Services, Learning Development and Quality, HR, Analytics, Vendor Ops and WFM.

• Continue to review and revise the operation of Player Support to ensure continued evolution of the technology, processes and internal tools used.

• Create and regularly review KPI’s of Player Support and ensure they are implemented to hit the business goals.

Qualifications

• PMO3, MSP, PRINCE2, DSDM or equivalent programme/project management qualification or equivalent by significant experience.
• 3 Years experience of managing a team.
• Proven Knowledge of and strong understanding of Project Management Tools and Methodology
• Robust knowledge of Salesforce or other similar CRM technologies.
• Strong interpersonal and excellent communication skills.
• Experience of presenting, and a high level of skill in using other communication tools in a project environment to a wide range of stakeholders of different levels, including expressing complex technical, system concepts and ideas clearly and concisely to a non-specialist audience.
• Experience of working in a dynamic and complex environment, handling multiple projects, developments and other business as usual tasks.
• Experience of successful organisational change management.
• Keen collaborator who wants to break down silo’s and ensure stakeholders are involved.
• Experience of managing multiple projects whilst sticking to agreed deadlines.
• Understanding of managing and mitigating risk while acting as the leader for governance and delivering generic management reporting

Additional Information

Benefits

With Ubisoft CRC, you'll receive a competitive salary along with:

Perks:

For the safety of all our teams we are currently working remotely. We hope to return to our CRC home very soon and anticipate a blended working pattern combining office and home based working in the future.

The job is a permanent role and will be located in Newcastle-upon-Tyne.

Employment is conditional upon providing proof that you have the appropriate legal right to work in the UK.

We offer a competitive salary with a relocation support plus access to the most innovative, cutting-edge and ground-breaking titles on the market.

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.

Company Description

Ubisoft's 19,000 team members, working across more than 40 locations around the world, are bound by a common mission to enrich players' lives with original and memorable gaming experiences. Their dedication and talent have brought to life many acclaimed franchises such as Assassin's Creed, Far Cry, Watch Dogs, Just Dance, Rainbow Six, and many more to come. Ubisoft is an equal opportunity employer that believes diverse backgrounds and perspectives are key to creating worlds where both players and teams can thrive and express themselves. If you are excited about solving game-changing challenges, cutting edge technologies and pushing the boundaries of entertainment, we invite you to join our journey and help us create the unknown!

The EMEA Consumer Relationship Centre is at the heart of our strategy to engage with our players. With 245 employees from 29 different countries, the Newcastle-based CRC is made up of Player Experience, Community Management and Knowledge Management teams. Their goal is to provide an awesome experience that will enrich the lives of players across the EMEA region (Europe, Middle East, Asia & Australia). Collectively we work together to making better gaming happen!

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