As a Senior Service Designer - Player Support professional, you’ll be a key player in our Service Transformation team, tackling complex challenges to deliver a seamless player experience. You’ll design solutions that enable company's Player Support to consistently exceed player expectations across all touchpoints with our player-support product, UX, policies, and operations. The Service Transformation team is on a mission to uncover transformative insights and opportunities to champion unforgettable service experiences that leave players deeply satisfied. We are the incubators of service design and experience for company's strategic priorities. In this global role, you will:
- Collaborate closely with the Head of Service Transformation, Player Support (PS) leadership, and cross-functional teams across regions to identify and prioritize service design and improvement opportunities.
- Lead the design and implementation of service blueprints that map the entire player support journey, ensuring a seamless and positive experience across all touchpoints.
- Manage a project portfolio focused on service design and improvement initiatives, leveraging data insights to guide the process from concept to execution.
- Advocate for and integrate player/community feedback and experience metrics into service design decisions, ensuring continuous improvement in client/service usability, satisfaction, and loyalty.
- Partner with data analysts to translate CSat / SaSI markers into actionable insights for operational improvements.
- Proactively identify potential issues and events that could impact the player experience, working with teams to develop preventative measures and refine policies and processes.
- Design and implement impactful player support policies.
- Collaborate with PS leadership and cross-functional teams to develop and execute end-to-end service design strategies across all games and markets.
- Inform, consult, and contribute to the development and execution of player retention strategies.
- Confidently present your work, proposals, and research findings to senior stakeholders, effectively communicating your ideas and recommendations.
Required Qualifications:
- 8+ years of experience in a fast-paced, project-based environment with a proven track record of service design and service experience delivery to lead the design and implementation of service blueprints
- 5+ years of direct experience within customer service operations, customer experience design, or UX design to demonstrate experience in owning and leading CX, UX & service improvement projects through the entire lifecycle
- Proficiency in a variety of management tools, including Google Suite (or MS Office), Miro and/or Jira, Scrum, and Kanban methodologies.
- A passion for ensuring exceptional player experiences and a strong desire to deliver results.
- Excellent written, verbal, and visual communication skills with the ability to negotiate and resolve conflicts effectively
- A highly proactive and results-oriented individual with a strong sense of ownership and the ability to work with minimal supervision.
- A proven ability to lead and influence teams to deliver high-quality work.
- Exceptional time management, resource management, prioritization, and problem-solving skills.
- The ability to effectively analyze data to understand operational performance.
- Willingness and capacity to travel up to 20% to meet clients
- A strong technical curiosity and a commitment to continuous learning in technology, tools, and methodologies.
- Bachelor’s degree (BA/BS) or equivalent practical experience.
