AI Digital Success Specialist

Electronic Arts is seeking an AI Digital Assistant Success Specialist to enhance enterprise digital assistant experiences, including internal and external tools like ChatGPT. This role involves providing user support, troubleshooting issues, identifying automation opportunities, and collaborating with engineering to improve AI solutions. The specialist will act as the voice of the customer, translate user challenges into insights, manage knowledge articles, analyze data for improvements, and assist in AI training and testing. This 12-month fixed-term contract requires a hybrid work model in Guildford.

Must Have

• Help users when automation can’t.
• Troubleshoot and resolve user issues.
• Identify recurring issues and product improvement opportunities.
• Champion feedback and insights across teams.
• Partner with AI Engineering and Product teams.
• Translate user challenges into actionable insights.
• Represent user experience in product decisions.
• Create and refine internal knowledge articles.
• Analyze chatbot and support data.
• Support post-launch performance tracking.
• Refine model prompts, responses, and fallback scenarios.
• Participate in conversational design testing.
• Collaborate to improve assistant tone, accuracy, and responsiveness.
• Bachelor’s degree in Information Systems, Computer Science, Business, or equivalent.
• 5+ years professional experience in IT support, product operations, or digital assistant environments.
• Familiarity with Generative AI, NLP, or LLM-based technologies.
• Strong written and verbal communication skills.
• Experience improving support processes and documentation.
• Analytical mindset and comfort with data-driven decision-making.

Perks & Benefits

• Healthcare coverage
• Mental well-being support
• Retirement savings
• Paid time off
• Family leaves
• Complimentary games

Electronic Arts creates next-level entertainment experiences that inspire players and fans around the world. Here, everyone is part of the story. Part of a community that connects across the globe. A place where creativity thrives, new perspectives are invited, and ideas matter. A team where everyone makes play happen.

We’re looking for a customer champion with strong technical curiosity and a passion for helping people succeed with AI.

As an AI Digital Assistant Success Specialist, you’ll be at the heart of improving our enterprise digital assistants experience (which includes a combination of internal and external tools such as ChatGPT) . You’ll help users get the most out of our solutions, identify opportunities for automation and improvement, and collaborate with engineering to make every interaction smarter, faster, and more satisfying.

This is a great role for someone who loves solving problems, thrives in fast-evolving tech environments, and wants to play a key part in shaping how AI transforms employee experience.

This is a 12 month Fixed Term contract and you will be required to work in hybrid model 3 days per week.

Key Responsibilities

User Support & Advocacy

• Be the human face of our Digital Assistant — helping users when automation can’t.
• Troubleshoot and resolve user issues, ensuring fast, friendly, and accurate responses.
• Identify recurring issues, patterns, and opportunities for product improvement.
• Act as the voice of the customer — championing feedback and insights across teams.

AI Operations & Collaboration

• Partner with AI Engineering and Product teams to improve model accuracy, coverage, and behavior.
• Translate real-world user challenges into actionable insights and enhancement requests.
• Participate in roadmap discussions and represent the user experience in product decisions.

Knowledge & Process Management

• Create and refine internal knowledge articles to improve both chatbot and human support accuracy.

Analytics & Continuous Improvement

• Analyze chatbot and support data to identify high-impact improvement areas.
• Support post-launch performance tracking and user adoption metrics.

AI Training & Testing

• Help refine model prompts, responses, and fallback scenarios using live feedback.
• Participate in conversational design testing and training data curation.
• Collaborate with engineers and Product Managers to improve assistant tone, accuracy, and responsiveness.

Qualifications

• Bachelor’s degree in Information Systems, Computer Science, Business, or equivalent experience.
• 5+ years of professional experience (for senior roles, 7+), ideally in IT support, product operations, or digital assistant environments.
• Familiarity with Generative AI, NLP, or LLM-based technologies (e.g., ChatGPT, Azure OpenAI).
• Strong written and verbal communication skills across technical and non-technical audiences.
• Experience improving support processes and documentation at scale.
• Analytical mindset and comfort with data-driven decision-making.

We’re proud to have an extensive portfolio of games and experiences, locations around the world, and opportunities across EA. We value adaptability, resilience, creativity, and curiosity. From leadership that brings out your potential, to creating space for learning and experimenting, we empower you to do great work and pursue opportunities for growth.

We adopt a holistic approach to our benefits programs, emphasizing physical, emotional, financial, career, and community wellness to support a balanced life. Our packages are tailored to meet local needs and may include healthcare coverage, mental well-being support, retirement savings, paid time off, family leaves, complimentary games, and more. We nurture environments where our teams can always bring their best to what they do.

Electronic Arts is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. We will also consider employment qualified applicants with criminal records in accordance with applicable law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.