Business Analyst

This Business Analyst role at Electronic Arts focuses on converting customer experience data into actionable business insights to support the Fan Care Self-Service strategy. The analyst will analyze data from various sources across multiple product lines, produce digestible reports, assess and improve fan experience, and ensure alignment with organizational goals. The role requires a curious, communicative, consistent, efficient, critical thinker, and collaborative individual to help fans get the most fun from their games and ensure a safe online experience.

Must Have

• Analyze customer experience data from multiple tools and sources
• Produce useful reports that are digestible and inspire action
• Analyze the variance between planned performance and actuals
• Propose new ways to assess and improve fan's experience
• Review how measurements align with goals
• Communicate insights effectively, document results, and ensure stakeholder alignment
• Update, implement, and maintain documentation
• Manage competing resources and priorities
• Set and manage stakeholder expectations
• 3+ years experience with big data analytics
• 2 years in the CX industry
• Advanced knowledge of customer support strategies and tools
• Advanced knowledge of customer support KPIs
• Exceptional analytical and conceptual thinking skills
• Excellent documentation skills
• Experience creating detailed reports and giving presentations
• Excellent planning, organizational, and time management skills

Good to Have

• Curious investigator of fan behaviors and needs
• Great communicator for packaging, reporting, and presenting analysis
• Consistent and dependable in operations
• Efficient, resourceful, organized, and evaluates for process improvement
• Critical thinker who visualizes, organizes, and processes complex information quickly
• Collaborator who works well with peers, promotes enthusiasm, and builds relationships

Perks & Benefits

• Holistic approach to benefits programs
• Healthcare coverage
• Mental well-being support
• Retirement savings
• Paid time off
• Family leaves
• Complimentary games
• Nurture environments for teams to do their best

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.

Business Analyst

This Business Analyst is responsible for converting data into actionable business insights in support of the Fan Care Self-Service strategy. You will aim to understand the organization and our goals and help streamline opportunities. The data will come from a multitude of sources and span multiple product lines, games or larger service areas.

This role is part of EA’s Fan Care organization. EA’s Fan Care organization exists to help our fans get the most fun from their games. From onboarding new players to getting them back in the game when they have issues, we support fans across their EA experiences and keep them safe online. We value people who bring new ideas and perspectives to make Fan Care a great place to be and be from. We celebrate diversity and inclusion. It’s just as important for us to create great experiences for our people as for our players. We’re looking for people who will show up excited to work and ready for fun.

How does the Business Analyst make great experiences for fans? They:

• Analyse customer experience data from multiple tools and sources to understand fan behaviours and needs
• Produce useful reports that are digestible and inspire action
• Analyse the variance between planned performance and actuals.
• propose new ways to assess and improve our fan's experience
• review how we measure and ensure it’s aligned with our goals
• stay up-to-date on the latest processes and IT advancements to automate and modernize systems
• communicate insights effectively, document results and ensure stakeholders are aligned
• update, implement, and maintain documentation
• manage competing resources and priorities
• set and manage stakeholder expectations, ensuring clear communication and timely completion of deliverables

If this role is for you, then you are:

• curious - you are an investigator, leaving no stone unturned to better understand fan behaviors and needs
• a great communicator – packaging, reporting and presenting your analysis making it easily digestible and compelling to stakeholders and partners
• consistent – people know what they can expect from you, there is rhyme and reason to how you operate and others value your dependability
• efficient – highly resourceful, organized, and evaluates everything to implement ways of doing things better and faster
• critical thinker – you visualize, organize, and process complex information quickly
• collaborator – works well with peers, promotes enthusiasm, leverages powers of influence, and builds relationships

If you’re interested you’ll need these skills or experiences:

• 3+ years experience with big data analytics
• 2 years in the CX industry
• Advanced knowledge of customer support strategies and tools
• Advanced knowledge of customer support KPIS
• Exceptional analytical and conceptual thinking skills
• Excellent documentation skills
• Experience creating detailed reports and giving presentations
• A track record of following through on commitments
• Excellent planning, organizational, and time management skills

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.