Principal - Experience Architect /Strategist

Job Description

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

Experience Design
• 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

US COMPENSATION AND BENEFITS

The base salary ranges listed below are for the defined geographic market pay zones in these states. If you reside outside of these locations, a recruiter will advise on the base salary range and benefits for your specific location.

EA has listed the base salary ranges it in good faith expects to pay applicants for this role in the locations listed, as of the time of this posting. Salary offered will be determined based on numerous relevant business and candidate factors including, for example, education, qualifications, certifications, experience, skills, geographic location, and business or organizational needs.

BASE SALARY RANGES
• California (depending on location e.g. Los Angeles vs. Sacramento):

º $170,500 - $259,300 USD Annually
• New York (depending on location e.g. Manhattan vs. Buffalo):

º $167,300 - $259,300 USD Annually
• Jersey City, NJ :

º $202,600 - $259,300 USD Annually
• Colorado (depending on location e.g. Denver vs. Colorado Springs):

º $180,100 - $237,200 USD Annually
• Washington (depending on location e.g. Seattle vs. Spokane):

º $167,300 - $238,500 USD Annually

Base salary is just one part of the overall compensation at EA. We also offer a package of benefits including paid time off (3 weeks per year to start), 80 hours per year of sick time, 16 paid company holidays per year, 10 weeks paid time off to bond with baby, medical/dental/vision insurance, life insurance, disability insurance, and 401(k) to regular full-time employees. Certain roles may also be eligible for bonus and equity.

Jobcode: Reference SBJ-r7x91k-3-143-3-178-42 in your application.