Director, Player Experience And Insights
Current- Led development and deployment of company-wide experience management (voice of the customer) program focused on gathering and analyzing all customer feedback (surveys, reviews, social media comment, user interviews, support tickets) and experience metrics. - Manage qualitative and quantitative research studies end-to-end (planning, survey programming, logistics, and analysis/reporting) - Create surveys, reports, and dashboards using various experience management platforms (Qualtrics, Alida, InMoment, Alchemer) - Conduct secondary market research utilizing various intelligence services (Sensor Tower, Data.ai, and others) - Created data pipeline and analytics framework for monitoring customer feedback channels- Generate actionable insights and analysis for all cross functional teams utilizing user research and market data - Develop code base for integrating various data and experience data vendors using Python, SQL, and various APIs - Responsible for knowledge management and creation of repository for company research, insights, documents, and information
