Customer Experience and Player Research
Aug 2023 - Apr 2024
Ubisoft
Senior Program Manager, Customer Experience
Transitioned to the Customer Experience team as a user-research-focused program lead, running cross-functional strike teams that mapped onboarding flows and customer journeys across Ubisoft games, websites, and adjacent products to surface concrete improvement opportunities.
01 // The Problem
Customer journeys across games, websites, and ancillary products were inconsistent and lacked a unified research lens, making it hard for teams to see where players got stuck in friction or churned out of onboarding.
02 // Approach
I stood up and led targeted strike teams scoped to specific customer journey segments so research could produce clearer product decisions instead of just reporting.
The work followed three steps:
- Assemble cross-functional strike teams around the journey segment being examined
- Combine research inputs such as interviews, behavioral data, and support trends into structured journey maps
- Translate findings into action-ready recommendations and work with product, design, and game production teams on follow-through
That structure made customer experience work more operational and easier for partner teams to act on.
03 // Outcome
The research program created:
- a pipeline of structured customer experience reports
- tangible onboarding and journey improvements across Ubisoft surfaces
- a stronger research-to-product feedback loop for future decisions