Principal - Experience Architect/Strategist

$167,300 - $238,500/Yr

Electronic Arts - Austin, TX

Full-time - Principal

Onsite - Austin, TX

Publishing Industries

About the position

Electronic Arts Inc. is a global leader in interactive entertainment, dedicated to inspiring the world to play. As the Principal Experience Architect, you will play a pivotal role in enhancing player experiences by collaborating across various teams within the organization. Reporting to the Senior Director of Experience Design and Customer Experience Strategy, you will work closely with the Experience organization, Fan Growth, and studio teams to create clarity around customer interactions and influence a cohesive approach to improving the overall experience. Your responsibilities will include generating journey views to map customer interactions, analyzing existing data, and initiating new research to identify gaps and opportunities in the current customer experience. You will transform ideas into tangible concepts that highlight the value and user impact of potential improvements, advocating for changes that address player pain points across multiple games and services. In this role, you will lead cross-functional workgroups to clarify problems or opportunities, create clear concepts, build consensus, and architect solutions. You will also identify partners, secure resources, and define essential implementation tactics to encourage team agreement on work. A customer-centered design approach will be at the core of your efforts, ensuring that the needs and perspectives of players are prioritized in all solutions. The Fan Growth organization is committed to improving player experiences globally, and you will be instrumental in driving this mission forward by leveraging customer insights, data, and user research to prioritize areas for improvement and investment opportunities. Your leadership will extend to collaborating with other teams to document, educate, and influence current methods of delivering experiences. You will represent Fan Growth in leadership conversations, advocating for the best player experience and EA outcomes, while developing relationships to understand the strategic direction of other EA organizations. This role requires a blend of strategic thinking, creativity, and the ability to navigate complex environments, making it essential for you to communicate effectively and share insights across various teams.

Responsibilities

• Design experience ecosystems that span multiple products
• Lead customer journey ideation to identify and implement user experience improvements
• Leverage customer insights, data, and user research to prioritize areas of improvement and investment opportunities
• Translate abstract ideas into tangible design concepts across the customer journey, highlighting user impact
• Bring user-centered design practices to every effort you lead to ensure we keep the customer at the center of all our solutions
• Collaborate with cross-functional partners to set creative and experiential vision for products across XO
• Take a leadership role in collaborating with other teams to document, educate, and influence current methods of delivering experiences
• Lead cross-functional teams in problem framing, conceptualizing experiences, and negotiating roadmaps, objectives, timing, and scoping for improvements
• Partner with EA organizations to identify, create, communicate, and implement cohesive fan experiences
• Represent Fan Growth in leadership conversations, advocating for the best player experience and EA outcomes, including legal, corp communications, studio, and brand
• Develop relationships to understand the strategic direction of other EA organizations, using that information to influence Fan Growth priorities
• Identify and prioritize partnership opportunities to enhance existing player/fan experiences
• Collaborate with teams to size experience opportunities and to develop prioritized roadmaps to address important issues
• Leverage data across various teams to report on solution effectiveness, including experience improvements and performance impacts, recommending strategy pivots as needed
• Share insights and strategic direction across Fan Growth, socializing with leadership, internal management team, and immediate work groups

Requirements

• 8+ years product management and/or user experience design
• 5+ years program management
• Ability to manage multiple projects or initiatives with competing schedules simultaneously
• Project risk identification and mitigation
• Strong verbal and written skills with the ability to simplify complex issues
• Experience leading formal or informal teams
• Experience with account management or partner support
• Experience analyzing information to identify important player pain points and propose solutions to resolve
• Experience using analytics and data to influence decision-making and make measurable improvements
• Ability to frame problems and create unifying goals across different teams

Benefits

• Paid time off (3 weeks per year to start)
• 80 hours per year of sick time
• 16 paid company holidays per year
• 10 weeks paid time off to bond with baby
• Medical/dental/vision insurance
• Life insurance
• Disability insurance
• 401(k) plan for regular full-time employees
• Potential eligibility for bonus and equity