Customer Experience and Player Research
Aug 2023 - Apr 2024
Ubisoft
Senior Program Manager, Customer Experience
Senior Program Manager, Customer Experience at Ubisoft, leading cross-functional strike teams that mapped onboarding flows and customer journeys across major game releases to surface concrete improvement opportunities. Supported customer experience delivery across titles including Star Wars: Outlaws, XDefiant, Skull and Bones, Prince of Persia: The Lost Crown, and Beyond Good & Evil: 20th Anniversary Edition.
Worth noting
A few things I would call out
- Ran cross-functional CX strike teams producing structured customer journey reports across major Ubisoft releases, including Star Wars: Outlaws, XDefiant, Prince of Persia: The Lost Crown, Skull and Bones, and Beyond Good & Evil: 20th Anniversary Edition.
- Owned onboarding flow improvements informed by user research, qualitative feedback, and behavioral data across Ubisoft games, websites, and adjacent products.
- Translated research findings into prioritized, action-ready recommendations that executive and product teams could act on.
01 // What was getting in the way
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 // What I did
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.
The strike team work ran across major title releases during this period, including Star Wars: Outlaws, XDefiant, Skull and Bones, Prince of Persia: The Lost Crown, and Beyond Good & Evil: 20th Anniversary Edition.
03 // What changed
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