Electronic Arts Inc. is a global leader in interactive entertainment. We develop and deliver games, content, and online services across platforms. Our broad portfolio of brands spans the most popular genres.
We exist to Inspire the World to Play. We create extraordinary new game experiences for our millions of players everywhere by bringing together people who combine creativity, innovation, and passion. We immerse our employees into an inclusive culture and provide opportunities for learning and leading that allow our employees to do the most impactful and rewarding work of their careers.
As the Principal Experience Architect, you will report to the Senior Director of Experience Design and Customer Experience Strategy within the Fan Growth organization. You will work across the Experience organization (XO), Fan Growth, and studio teams to create clarity and help teams understand existing customer interactions so you can influence a cohesive approach to an improved total experience. You will generate journey views to map out customer interactions, examine existing data, and initiate new research where necessary. By understanding the business objectives of our partners, you will highlight gaps and opportunities in the current customer experience. You will take ideas and turn them into tangible concepts to elucidate the value and user impact of potential improvements. You will generate curiosity by identifying needs and problems from the customer’s perspective and you will drive priority by bringing these moments to decision-makers across our organization. You will advocate for improvements that address player pain points affecting multiple games, studios, services, regions, or support models. Leading cross-functional workgroups, you will clarify problems or opportunities, create clear concepts, build consensus, and architect solutions.
In addition to framing the problem and driving momentum for adoption, your team will identify partners, secure resources, define essential implementation tactics, and encourage team agreement on work. You should use a customer-centered design approach in everything you do.
Fan Growth
EA's Fan Growth organization exists to improve player experiences and help the world to play. We support players across the globe in 13+ languages. We value people who will bring new ideas to help make Fan Growth 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 to come to the office (or Zoom meeting) excited to work and ready for some fun.
Responsibilities
- Design experience ecosystems that span multiple products.
- Lead customer journey ideation to identify and implement user experience improvements.
- Leverage customer insights, data, and user research to prioritize areas of improvement and investment opportunities.
- Translate abstract ideas into tangible design concepts across the customer journey, highlighting user impact.
- Bring user-centered design practices to every effort you lead to ensure we keep the customer at the center of all our solutions.
- Collaborate with cross-functional partners to set creative and experiential vision for products across XO.
Leadership
- Take a leadership role in collaborating with other teams to document, educate, and influence current methods of delivering experiences.
- Lead cross-functional teams in problem framing, conceptualizing experiences, and negotiating roadmaps, objectives, timing, and scoping for improvements.
- Partner with EA organizations to identify, create, communicate, and implement cohesive fan experiences.
- Represent Fan Growth in leadership conversations, advocating for the best player experience and EA outcomes, including legal, corp communications, studio, and brand.
- Develop relationships to understand the strategic direction of other EA organizations, using that information to influence Fan Growth priorities.
Strategy & Execution
- Identify and prioritize partnership opportunities to enhance existing player/fan experiences.
- Collaborate with teams to size experience opportunities and to develop prioritized roadmaps to address important issues.
- Leverage data across various teams to report on solution effectiveness, including experience improvements and performance impacts, recommending strategy pivots as needed.
- Share insights and strategic direction across Fan Growth, socializing with leadership, internal management team, and immediate work groups.
You'll love this job the most if you:
- See how organizational structure can negatively affect a fan’s experience and identify ways to improve that.
- Enjoy influencing and impacting through collaborative experience design.
- Easily form business partnerships across the company.
- Bring organization to chaotic environments that require many diverse team members to come together as one to succeed.
- Solve problems creatively and apply new thinking when approaching and defining solutions.
- Succeed in environments with frequent updates, curveballs, and pivots.
- Communicate, present, and share information in a way that all kinds of audiences can easily understand.
- Are a team player who encourages collaboration and works well with peers across multiple departments.
Qualifications
- 8+ years product management and/or user experience design.
- 5+ years program management.
- Can manage more than one project or initiative with competing schedules simultaneously.
- Project risk identification and mitigation.
- Strong verbal and written skills with the ability to simplify complex issues.
- Experience leading formal or informal teams.
- Experience with account management or partner support.
- Experience analyzing information to identify important player pain points and propose solutions to resolve.
- Experience using analytics and data to influence decision-making and make measurable improvements.
- Can frame problems and create unifying goals across different teams.
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