Senior Player Support Service Design - Publishing (Contract)

As a Senior Service Designer - Player Support professional, you’ll be a key player in our Service Transformation team, tackling complex challenges to deliver a seamless player experience. You’ll design solutions that enable Riot’s Player Support to consistently exceed player expectations across all touchpoints with our player-support product, UX, policies, and operations.

The Service Transformation team is on a mission to uncover transformative insights and opportunities to champion unforgettable service experiences that leave players deeply satisfied. We are the incubators of service design and experience for Riot’s strategic priorities.

In this global role, you will:

Collaborate closely with the Head of Service Transformation, Player Support (PS) leadership, and cross-functional teams across regions to identify and prioritize service design and improvement opportunities.
Lead the design and implementation of service blueprints that map the entire player support journey, ensuring a seamless and positive experience across all touchpoints.
Manage a project portfolio focused on service design and improvement initiatives, leveraging data insights to guide the process from concept to execution.
Advocate for and integrate player/community feedback and experience metrics into service design decisions, ensuring continuous improvement in client/service usability, satisfaction, and loyalty.
Partner with data analysts to translate CSat / SaSI markers into actionable insights for operational improvements.
Proactively identify potential issues and events that could impact the player experience, working with teams to develop preventative measures and refine policies and processes.
Design and implement impactful player support policies.
Collaborate with PS leadership and cross-functional teams to develop and execute end-to-end service design strategies across all games and markets.
Inform, consult, and contribute to the development and execution of player retention strategies.
Confidently present your work, proposals, and research findings to senior stakeholders, effectively communicating your ideas and recommendations.

Required Qualifications:

8+ years of experience in a fast-paced, project-based environment with a proven track record of service design and service experience delivery.
5+ years of direct experience within customer service operations, customer experience design, or UX design.
Demonstrated experience in owning and leading CX, UX & service improvement projects through the entire lifecycle.
Proficiency in a variety of management tools, including Google Suite (or MS Office), Miro and/or Jira, Scrum, and Kanban methodologies.
A passion for ensuring exceptional player experiences and a strong desire to deliver results.
Excellent written, verbal, and visual communication skills with the ability to negotiate and resolve conflicts effectively.
A highly proactive and results-oriented individual with a strong sense of ownership and the ability to work with minimal supervision.
A proven ability to lead and influence teams to deliver high-quality work.
Exceptional time management, resource management, prioritization, and problem-solving skills.
The ability to effectively analyze data to understand operational performance.
Willingness and capacity to travel up to 20%.
A strong technical curiosity and a commitment to continuous learning in technology, tools, and methodologies.
A Bachelor’s degree (BA/BS) or equivalent practical experience.

Desired Qualifications:

Experience designing and improving work systems for both individual and multiple teams.
Previous experience working within a Customer Service Operations environment.
A history of success in a product support or customer support management role.
Knowledge of Zendesk or equivalent CRM systems, including configuration and limitations.

For this role, you'll find success through craft expertise, a collaborative spirit, and decision-making that prioritizes the delight of players. We will be looking at your past studies, experience, and your personal relationship with games. If you embody player empathy and care about players' experiences, this could be your role!

Riot Games fosters a player and workplace experience that values teamwork embodied by the Summoner's Code and Community Code. Our culture embraces differences as a strength, and our values are the guiding principles for how we approach work. We are committed to putting diversity and inclusion (D&I) at the center of everything we do and promoting a fair and collaborative culture where Rioters treat one another with dignity and respect. We encourage you to read more about our value of thriving together and our ongoing work to build the most inclusive company in Gaming.

Let's Thrive Together:

Because together we are better

It's our policy to provide equal employment opportunities for all applicants and members of Riot Games. Riot Games makes reasonable accommodations for individuals with a disability and does not unlawfully discriminate based on race, color, citizenship status, national origin, ancestry, sex, sex stereotyping, pregnancy, medical condition, political affiliation or activity, genetic information, religion, trade union membership or activity, age, sexual orientation, family status, gender, gender identity, gender expression, marital or civil status, disability, veteran status or any other legally protected status or characteristics. We interpret these protected statuses broadly to include both the actual status and also any perceptions and assumptions made regarding these statuses. We know that fresh and varied perspectives will make us better at what we do, so however you identify and whatever background you bring with you, we’re excited to hear from you. Don’t be discouraged if you feel you don’t fully meet every single one of the requirements for a particular role, there’s always room for growth at Riot. If you spot a role that will make you want to jump out of bed in the morning, we are waiting to hear from you!

If you need assistance or an accommodation for this process due to a disability, please let us know.