Advanced Insights Analyst

We want you to join us. We're hiring an Advanced Insights Analyst within EA's Customer Experience organization.

You're the questioning type and have a passion to analyze big data to understand user behavior, and experiences as they relate to the customer experience. You want to understand why things happen and you want to share insights with others to improve Operations. You are a business analyst and want to identify and measure improvements.

A day in the life of an Advanced Insights Analyst looks like:

• Work across Insights, Operations, PMO, Product Development and Game Development Studios providing consultation and analysis to understand customer pain points and opportunities focusing on the customer journey

• Monitor CE KPIs, identify improvement opportunities, understand the WHY

• Work with other teams and partners to identify trends and areas for improvement

• Provide reporting and support inquiries for all of our partner teams and studios

• Review impacts across multiple regions to understand player and advisor differences and how those impact operational indicators

• Prioritize your workload to handle curveballs, provide updates, and communicate to the organization

• Manage the story and actions performed by the business that impact metrics

• Mentor other members within the Insights team

So how does the Advanced Insights Analyst make great experiences for players? They:

• oversee metrics and focus areas for all supported teams, defining and delivering improvements to help advisors and players

• identify the pain points, bottlenecks, and general blockers to deliver a signature player experience

• organize workshops to focusing on opportunities identified including people, process, and technology components working across operations and programs to create the right solutions

• understand how to measure opportunities and impact identified, with ROI models, causal analysis, diff-in-diff, linear and logistic regression and other analytical techniques

• propose policy, process, and integration changes across EA that allow us to provide a seamless player experience

• bridge all supported teams and Insights to improve storytelling of performance, dashboard development, and communication regarding data quality

• build relationships with WWCE teams and avoiding duplication of efforts

• provide either in-depth expertise or a high-level summaries depending on the size and leadership-level of your audience

If you're interested, you'll need these skills or experiences:

• 8 or more years experience in analytics workspace, specific to Customer Experience and Contact Centers

• a Master’s degree in a relevant field

• mastery level of knowledge with SQL

• mastery level of knowledge with R or Python specific to analytics and statistics

• dashboard development using Tableau, Looker or other reporting platforms

• understand how to extract and load data using API calls

• working knowledge of project management framework and techniques

• experience working with complicated workflows across multiple channels, tech tools, and resource groups

• Google Analytics, Google Optimize, A/B Testing

• gaming industry passion