Business analyst, Self-Service Containment

10 Minutes ago • 3 Years +

Job Summary

Job Description

As a Business Analyst in the Fan Care organization at Electronic Arts, you will analyze customer experience data from various sources to understand fan behaviors and needs. You will produce reports, evaluate business processes, propose improvements, and stay updated on the latest IT advancements. You will also communicate insights effectively, document results, and manage stakeholder expectations. This role requires strong analytical and communication skills, with a focus on making great experiences for fans. You will be part of a team that values diversity, inclusion, and creating great experiences for both players and employees.
Must have:
  • 3+ years of experience with big data analytics
  • 2 years in the CX industry
  • Advanced knowledge of self-service measurements, metrics, and tools
  • Advanced knowledge of customer support strategies and tools
  • 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
Perks:
  • Paid time off
  • New parent leave
  • Free games

Job Details

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. You will be 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 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. Self-Service 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 define opportunities to improve or optimize. 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: analyze customer experience data from multiple tools and sources to understand fan behaviors and needs produce useful reports that are digestible and inspire action evaluate business processes, anticipate requirements, and uncover areas for improvement propose new ways to assess and improve our fan's experience stay up-to-date on the latest processes and IT advancements to automate and modernize systems communicate insights effectively and document results. gather critical information from meetings with various stakeholders update, implement, and maintain documentation for procedures 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 self-service measurements, metrics, and tools Advanced knowledge of customer support strategies and tools 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


About Electronic Arts
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 take a holistic approach with our benefits program, focusing on physical, emotional, financial, career, and community wellness to support a balanced life with paid time off and new parent leave, plus free games and so much 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.

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About The Company

We exist to inspire the world to play. We put our people first, and we thrive off their diversity in our innovative technology and immersive storytelling. We’re doing the work to give everyone the space to be their full selves while giving back to our community, no matter where you’re working from. We’re looking for problem-solvers, game-changers, innovators, dreamers, doers—people that are ready to move the needle and transform the future of gaming. Join us.

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