Completed Digital Products & Platforms

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.

01 // The Problem

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 // Approach

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:

  1. Salesforce dashboards for role-specific CS team visibility
  2. MicroStrategy, Tableau, and Demandware reporting to expose customer journey behavior and operational metrics across systems
  3. 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 // Outcome

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