Senior Player Support Service Designer

1 month ago


Singapur, Singapore Riot Games Full time
Transform Player Experiences at Riot Games

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.
Requirements:
  • 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.
Desired Qualifications:
  • 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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