What are the responsibilities and job description for the Insights Analyst II position at Electronic Arts?
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:
* 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
* Monitor CE data indicators, identify improvement opportunities, understand the WHY
* Work with other teams and partners to identify trends and areas for improvement
* Provide reporting and support inquiries for all of our partner teams and studios
* 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
So how does the Insights Analyst make great experiences for players? They:
* use metrics with visuals and statistical interpretations to support project teams in defining and delivering improvements to help advisors and players
* understand how to measure opportunities and impacts identified, with return on investment models, diff-in-diff, linear and logistic regression and other techniques
* use visual analytic tools and automation to identify improvement opportunities and reduce manual tasks for the business
* build relationships with WWCE teams to learn how each contributes to operational success
* provide data products and analysis to support the storytelling of operational performance
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
* A Bachelor's or Master's degree in a relevant field
* Intermediate level of knowledge with SQL
* Intermediate level of knowledge with R or Python specific to analytics and statistics
* 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
* experience working with complicated workflows across multiple channels, tech tools, and resource groups
* gaming industry passion
EA 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 for 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.