Analyst, Customer Support Experience

1 Month ago • All levels • Customer Service

Job Summary

Job Description

The Analyst, Customer Support Experience is responsible for elevating the quality of customer interactions across support channels. This role focuses on measuring, analyzing, and continuously improving the customer experience, integrating digital solutions to enhance customer satisfaction and operational efficiency. This position requires collaboration with other CX-oriented teams within Ubisoft to ensure support topics are well integrated. Key responsibilities include executing CX strategies, analyzing KPIs, designing customer journey maps, supporting self-serve options, collaborating with product teams, documenting customer support insights, ensuring governance compliance, and staying informed about emerging trends in customer experience and support service delivery.

Must have:

Define and execute customer experience (CX) strategies
Monitor and analyze key performance indicators (KPIs) to identify trends
Design and maintain comprehensive customer journey maps

Perks:

Personal performance bonus
Private Health Insurance (including eye care and dental)
Life Assurance
Long Term Disability Insurance
Pension
Significant discount on the world’s best video games
Access to Ubisoft's back catalogue on PC

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Job Details

The Analyst, Customer Support Experience is responsible for elevating the quality of customer interactions across our support channels. This role focuses on measuring, analyzing, and continuously improving the customer experience, helping integrate digital solutions that enhance both customer satisfaction and operational efficiency. Aligning with ITIL 4’s Service Value Chain (SVC) and Service Design principles, it ensures support is seamless, effective, and adds measurable value to the customers.

The position also requires strong collaboration with other CX-oriented teams within Ubisoft to ensure that support topics are well integrated at all steps of the player journey, while supporting CRC Service Improvement teams in operational enhancements.

Key Responsibilities

Define and execute customer experience (CX) strategies that deliver measurable improvements to support interactions
Monitor and analyze key performance indicators (KPIs) to identify trends, opportunities, and areas for enhancement
Design and maintain comprehensive customer journey maps with integrated feedback loops
Support the broader CRC effort to “shift-left” and bring more self-serve options to relevant service requests
Collaborate closely with product teams to ensure seamless customer experiences across all touchpoints
Document and share customer support insights with relevant departments to improve company-wide service processes
Ensure governance compliance with the Customer Relationship Center (CRC) programs and Ubisoft’s unified digital framework standards
Stay informed about emerging trends, best practices, and innovations in customer experience and support service delivery, applying relevant insights to improve our CX strategy