Insights Analyst Ii Jobs

Insights Analyst

We want you to join us. We're hiring an Insights Analyst within EA's Customer Experience organization.

You're the questioning type and have a passion to analyze big data to understand user behavior, and experiences as they relate to the customer experience. You want to understand why things happen and you want to share insights with others to improve Operations. You are a business analyst and want to identify and measure improvements.

A day in the life of an Insights Analyst looks like:

• Review impacts across multiple regions to understand player and advisor differences and how those impact operational indicators
• Work with team manager to prioritize your workload, to handle curveballs, provide updates, and communicate to our organization
• Provide reporting and support inquiries for all of our partner teams and studios
• Work with other teams and partners to identify trends and areas for improvement
• Monitor CE data indicators, identify improvement opportunities, understand the WHY
• Work across Insights, Operations, PMO, Product Development and Game Development Studios providing consultation and analysis to understand customer pain points and opportunities focusing on the customer journey

So how does the Insights Analyst make great experiences for players? They:

• Use visual analytic tools and automation to identify improvement opportunities and reduce manual tasks for the business
• Use metrics with visuals and statistical interpretations to support project teams in defining and delivering improvements to help advisors and players
• Provide data products and analysis to support the storytelling of operational performance
• Understand how to measure opportunities and impacts identified, with return on investment models, diff-in-diff, linear and logistic regression and other techniques
• Build relationships with WWCE teams to learn how each contributes to operational success

If You're Interested, You'll Need These Skills Or Experiences

• 3 or more years experience in analytics workspace, specific to Customer Experience and Contact Centers
• Gaming industry passion
• Intermediate level of knowledge with SQL
• A Bachelor’s or Master’s degree in a relevant field
• Experience working with complicated workflows across multiple channels, tech tools, and resource groups
• 2 or more years experience with dashboard development using Tableau, Looker or other reporting platforms
• Understand how to extract and load data using API calls
• Working knowledge of project management framework and techniques
• Intermediate level of knowledge with R or Python specific to analytics and statistics