Business analyst, Self-Service Containment

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