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For Companies At a Glance
- Tasks: Elevate customer interactions and improve support channels daily.
- Company: Join Ubisoft, a global leader in gaming with 19,000 passionate team members.
- Benefits: Enjoy flexible work options, competitive salary, and perks like game discounts.
- Why this job: Be part of a creative culture that values diversity and innovation in gaming.
- Qualifications: 2+ years in customer support or experience roles; knowledge of CX principles required.
- Other info: Work hybrid with a vibrant office in Newcastle and a fun, casual atmosphere.
The predicted salary is between 36000 - 60000 £ per year.
The Support CX Manager is responsible for elevating the quality of customer interactions across our support channels. This role focuses on measuring, analyzing, and continuously improving the customer experience, helping integrate digital solutions that enhance both customer satisfaction and operational efficiency. Aligning with ITIL 4's Service Value Chain (SVC) and Service Design principles, it ensures support is seamless, effective, and adds measurable value to the customers. The position also requires strong collaboration with other CX-oriented teams within Ubisoft to ensure that support topics are well integrated at all steps of the player journey, while supporting CRC Service Improvement teams in operational enhancements.
Key Responsibilities
- Define and execute customer experience (CX) strategies that deliver measurable improvements to support interactions
- Monitor and analyze key performance indicators (KPIs) to identify trends, opportunities, and areas for enhancement
- Design and maintain comprehensive customer journey maps with integrated feedback loops
- Support the broader CRC effort to "shift-left" and bring more self-serve options to relevant service requests
- Collaborate closely with product teams to ensure seamless customer experiences across all touchpoints
- Document and share customer support insights with relevant departments to improve company-wide service processes
- Ensure governance compliance with the Customer Relationship Center (CRC) programs and Ubisoft's unified digital framework standards
- Stay informed about emerging trends, best practices, and innovations in customer experience and support service delivery, applying relevant insights to improve our CX strategy
Qualifications Skills / requirements
- 2+ years of experience in customer support, service delivery, or customer experience roles
- Background in customer experience (CX) and user experience (UX) principles and methodologies
- Experience with customer experience and workflow management tools (e.g., Qualtrics, Salesforce / Helpshift, Signavio, Tableau / Power BI, JIRA)
- Knowledge of customer satisfaction methodologies & indicators (NPS, CSAT, CES, ...)
Additional Information
In line with Ubisoft's hybrid work model, our flexible work policy includes a minimum of three days per week in our Newcastle office, with the option to work from home up to two days.
Benefits
- Competitive salary along with personal performance bonus
- Private Health Insurance (including eye care and dental)
- Life Assurance
- Long Term Disability Insurance
- Pension
- Significant discount on the world's best video games
- Access to Ubisoft's back catalogue on PC
- Perks: We work in the heart of Newcastle city centre, right on top of Haymarket metro station in a lively, international and creative space.
- A kitchen stocked with cereals, fruits, unlimited filtered water, teas, coffee
- Regular professional and social events
- Flexible working hours
- A casual dress code
- Fun, we like to work hard but have a laugh too!
Ubisoft offers the same job opportunities to all, without any distinction of gender, ethnicity, religion, sexual orientation, social status, disability or age. Ubisoft ensures the development of an inclusive work environment which mirrors the diversity of our players' community.
Contact Detail:
Ubisoft Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support CX Manager
✨Tip Number 1
Familiarise yourself with Ubisoft's key franchises and their customer support strategies. Understanding their games and the player community will help you tailor your approach to enhancing customer interactions.
✨Tip Number 2
Network with current or former employees in customer experience roles at Ubisoft. They can provide valuable insights into the company culture and expectations, which can give you an edge during interviews.
✨Tip Number 3
Stay updated on the latest trends in customer experience and support service delivery. Being knowledgeable about emerging tools and methodologies will demonstrate your commitment to continuous improvement in CX.
✨Tip Number 4
Prepare to discuss specific examples of how you've successfully improved customer experiences in previous roles. Highlighting measurable outcomes will show your potential value to Ubisoft's customer support team.
We think you need these skills to ace Support CX Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of the Support CX Manager position. Familiarise yourself with customer experience strategies and how they relate to support interactions.
Tailor Your CV: Highlight your relevant experience in customer support and service delivery. Emphasise any specific tools or methodologies you've used, such as Qualtrics or Salesforce, that align with the job requirements.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for enhancing customer experiences. Mention specific examples from your past roles where you successfully improved customer satisfaction or operational efficiency.
Showcase Your Analytical Skills: In your application, demonstrate your ability to monitor and analyse KPIs. Provide examples of how you've identified trends and implemented changes based on data analysis to improve customer interactions.
How to prepare for a job interview at Ubisoft
✨Understand the Role
Make sure you have a clear understanding of what the Support CX Manager role entails. Familiarise yourself with customer experience strategies, KPIs, and how they relate to the gaming industry. This will help you articulate your thoughts during the interview.
✨Showcase Relevant Experience
Prepare to discuss your previous experience in customer support or service delivery. Highlight specific examples where you've successfully improved customer interactions or implemented CX strategies, as this will demonstrate your capability for the role.
✨Familiarise with Tools
Since the role requires knowledge of various customer experience and workflow management tools, brush up on platforms like Salesforce, Qualtrics, and Tableau. Being able to discuss your experience with these tools will show that you're ready to hit the ground running.
✨Emphasise Collaboration Skills
The position involves working closely with other teams, so be prepared to discuss your collaboration skills. Share examples of how you've worked with cross-functional teams to enhance customer experiences, as this will highlight your ability to integrate support across the player journey.
