Senior Player Support Service Designer
1 month ago
Riot Games is a pioneer in player-focused game development, and we're seeking a seasoned Senior Service Designer - Player Support to join our Service Transformation team. As a key player in this team, you'll design solutions that deliver exceptional player experiences across all touchpoints with our player-support product, UX, policies, and operations.
Key Responsibilities:- Collaborate with cross-functional teams to identify and prioritize service design and improvement opportunities.
- Lead the design and implementation of service blueprints that map the entire player support journey, ensuring a seamless and positive experience.
- Manage a project portfolio focused on service design and improvement initiatives, leveraging data insights to guide the process.
- Advocate for and integrate player/community feedback and experience metrics into service design decisions.
- Partner with data analysts to translate CSat / SaSI markers into actionable insights for operational improvements.
- Proactively identify potential issues and events that could impact the player experience, working with teams to develop preventative measures.
- Design and implement impactful player support policies.
- Collaborate with PS leadership and cross-functional teams to develop and execute end-to-end service design strategies.
- Inform, consult, and contribute to the development and execution of player retention strategies.
- 8+ years of experience in a fast-paced, project-based environment with a proven track record of service design and service experience delivery.
- 5+ years of direct experience within customer service operations, customer experience design, or UX design.
- Demonstrated experience in owning and leading CX, UX & service improvement projects through the entire lifecycle.
- Proficiency in a variety of management tools, including Google Suite (or MS Office), Miro and/or Jira, Scrum, and Kanban methodologies.
- A passion for ensuring exceptional player experiences and a strong desire to deliver results.
- Excellent written, verbal, and visual communication skills with the ability to negotiate and resolve conflicts effectively.
- A highly proactive and results-oriented individual with a strong sense of ownership and the ability to work with minimal supervision.
- A proven ability to lead and influence teams to deliver high-quality work.
- Exceptional time management, resource management, prioritization, and problem-solving skills.
- The ability to effectively analyze data to understand operational performance.
- Willingness and capacity to travel up to 20%.
- A strong technical curiosity and a commitment to continuous learning in technology, tools, and methodologies.
- A Bachelor's degree (BA/BS) or equivalent practical experience.
- Experience designing and improving work systems for both individual and multiple teams.
- Previous experience working within a Customer Service Operations environment.
- A history of success in a product support or customer support management role.
- Knowledge of Zendesk or equivalent CRM systems, including configuration and limitations.
Salary: Between 185,000 - 240,000 SGD
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