E-Commerce Analytics and Reporting
Jul 2018 - Jan 2022
Ubisoft
Supervisor, E-Commerce Operations
Built and maintained the analytics layer for Ubisoft's e-commerce CS team, including Salesforce dashboards for worldwide CS metrics and MicroStrategy, Tableau, and Demandware reports that surfaced trends, queue health, and customer journey insights.
Worth noting
A few things I would call out
- Championed Salesforce dashboards adopted by Ubisoft worldwide CS teams.
- Built MicroStrategy, Tableau, and Demandware reports to expose customer journey patterns and trending issues.
- Used dashboards to identify queue issues, surface emerging support trends, and target operational improvements.
01 // What was getting in the way
CS leadership needed visibility into trending issues, queue health, and customer journey patterns across worldwide operations, but reporting was fragmented across tools and not tailored to the e-commerce CS workflows.
02 // What I did
I built the analytics layer around the people who needed to make operational decisions, not just around the tools holding the data.
The reporting stack developed in three layers:
- Salesforce dashboards for role-specific CS team visibility
- MicroStrategy, Tableau, and Demandware reporting to expose customer journey behavior and operational metrics across systems
- Design iteration with end users so reports reflected what managers and teams actually needed in practice
That approach made reporting more actionable and easier to use across worldwide operations.
03 // What changed
The analytics layer gave Ubisoft:
- a more consistent dashboard set across worldwide CS teams
- faster identification of trending issues and queue problems
- a better data foundation for staffing, escalation prioritization, and process improvements