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Voice of the Player Analyst

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Voice of the Player Analyst

The Voice of the Player (VoP) Analyst will serve as a member of the Global Voice of the Player team responsible for consolidation and analysis of various data sources to provide timely, relevant, and important information regarding effectiveness of game systems, player behavior, and feedback to Blizzard’s various game development teams. The VoP Analyst will work closely with other operations and support teams to provide reporting for all Blizzard IPs including pre/post product launch analysis, player sentiment and reaction reporting, and recommendations for internal process improvement. As a key member of Development Services, the VoP Analyst is expected to maintain and preserve Blizzard’s culture of excellence and commitment to quality in every aspect of their work.

Responsibilities

• Synthesize data to track trends, interpret findings, identify insights and opportunities to improve the overall player experience
• Build out and prioritize root cause documentation with statistically significant opportunity sizing
• Document, review, and iterate on processes to improve efficiency and maintain relevance, reduce support contact volume, and improve player experiences
• Act as product owner and collaborator for the development of related tools, including testing, documentation, and requirements gathering in collaboration with global tools and reporting teams
• Analyse, document, and communicate findings as requested for consumption by all levels of the business, including both technical and non-technical personnel
• Communicate with front-line support personnel to cultivate engagement and gather information
• Coordinate team projects and streamline communication with management
• Participate in real-time reporting during major product and feature releases
• Additional reporting and analytical duties as assigned

Requirements

• Minimum 1-2 years’ experience in a Blizzard customer support, QA, social media or related position
• Exceptional written and verbal communication skills, and the ability to communicate with all levels of management
• Exceptional analytical and creative problem-solving skills
• Flexibility in work schedule to accommodate a global release structure
• Proficiency with Microsoft Office suite, including advanced Excel expertise
• Ability to lead multiple projects simultaneously and be adaptable to changes in job responsibility
• Significant product and game knowledge with Blizzard Entertainment games
• Strong familiarity with core Blizzard Customer Service processes
• High level of integrity, as demonstrated both personally and professionally

Plusses

• Experience with database programming languages (SQL, PHP, Python, or similar)
• Experience with data and reporting software tools such as Tableau
• Experience with data visualization techniques and tools
• Bachelor’s degree in a related field
• Certification in related Agile methodologies, such as Six Sigma, Lean, or Scrum
• Written fluency in any supported non-English languages

Blizzard Entertainment is a global company committed to growing our employees. We offer generous benefits and perks with an eye on providing true work / life balance. We’ve worked hard to champion an intensely collaborative and creative environment, a diverse and inclusive employee culture, and training and opportunity for professional growth. Our people are everything. Our core values are real, and our mission has never changed.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are dedicated to creating the most epic entertainment experiences…ever. Join us!