Customer Experience Analyst

Job Description

Founded in 2010 by leading Games Industry entrepreneurs, Playdemic is a BAFTA Award winning developer and publisher of mobile games, focused on creating fun and engaging, free-to-play game services for iOS and Android, including the global smash hit, Golf Clash.

Our culture and values place great emphasis upon open communication, autonomy and empowerment. We believe in encouraging people to be the best they can be and giving them the tools to achieve their goals. Our personality is to be innovative and to encourage creative risk taking. This is combined with a flat and transparent approach to decision making that creates a shared culture of success.

Golf Clash has been entertaining millions of players for over 5 years and our goal is to continue providing exciting new features and content to our fans for many more years to come. If you want to create games for millions of players to enjoy on the go, then this is the job you've been looking for! We are committed to constantly improving our working practices and collective knowledge through training and supporting each other.

We are looking for a Customer Experience Analyst to join our Customer Experience team here at Playdemic! We are able to consider hybrid and UK remote working for this position.

Key Responsibilities:

• Work with our internal and external Customer Experience and QA teams to understand, improve and monitor our Customer Experience QA functions.
• Use daily data reporting to highlight and explore improvement opportunities and monitor the effectiveness of several processes.
• Participate in deep dives to produce insights for ongoing change to improve player experience.
• Conduct investigations to identify causes of issues and implement corrective actions with measurable impact.
• Lead global calibration efforts to ensure consistency in quality across all markets.
• Become an expert of Playdemic games, our internal tools and our player experience processes.

Must Haves:

• Experience in Customer Experience Vendor Management.
• Experience working in Customer Experience QA teams and excellent understanding of quality processes.
• A hands-on, self-driven and independent mentality.
• Commitment to communication and teamwork.
• A passion for games and for providing the best support to the players who love them.
• Analytical skills, with the ability to create a wide range of data analysis and reporting.
• Experience with Customer Experience metrics and reporting.

Bonus Points:

• Experience using Helpshfit.
• Experience using PowerBi and Looker.
• Experience in free-to-play mobile Customer Experience and Support.