Experience Strategy Manager

PlayStation Global•San Mateo, CA

3d•$131,400 - $197,200•Hybrid

About The Position

Sony Interactive Entertainment (SIE) is seeking an Experience Strategy Manager to join the 'Services Commercial' group, focused on growing PlayStation's subscription services, specifically PlayStation Plus. This role is crucial for maximizing subscriber acquisition and retention by crafting best-in-class customer experiences across PlayStation consoles and the PlayStation App. The Experience team determines what customers see, ensuring they receive the most relevant messages to foster engagement and excitement. The Experience Strategy Manager will lead the personalization strategy for PlayStation Plus digital experiences and manage member lifecycle experiences, optimizing customer journeys across acquisition, early life, value realization, renewal, and win-back phases. This role involves close collaboration with Product & Engineering stakeholders to implement personalization technology and ensure business needs are met, while also contributing to the team's growth journey.

Requirements

5+ years’ experience roles focused on optimising a customer’s digital experience
Bachelor’s degree or equivalent
Experience working with digital products and channels (websites, apps, emails, etc.)
Experience working with personalization technology and/or customer journey mapping
Experience working cross functionally with Product & Engineering stakeholders
Proven ability to lead projects with multiple stakeholder teams from ideation thru delivery
A data-led mindset, comfortable with measurement and interpreting analysis in Excel
Sound, logical approach to prioritising which audiences and opportunities to focus efforts on
A customer first mentality – If it leads to a negative customer experience – you don’t like it!
Strong presentation skills and fluency in PowerPoint

Nice To Haves

Management Consulting or Subscriptions background

Responsibilities

Leading Personalization Strategy for PlayStation Plus on Console & App
Leveraging insights from telemetry data, UX Research, test-and-learn activity, and industry best practices to set the Personalization Strategy for PlayStation Plus.
Working with Product Managers and experience operators to fully understand capabilities of existing Personalization technology and how it can benefit Plus.
Identifying key opportunities to implement and optimize use of personalized merchandising tools - Designing and executing experiments to gauge impact.
Exploring new ways to personalize the PlayStation Plus experience through cohorted experiences, celebrating of loyalty, membership value reinforcement, etc.
Crafting and Owning PlayStation Plus Lifecycle Experiences
Building & maintaining intuitive lifecycle-based customer journeys for PlayStation Plus members on Console & App such as new member onboarding, upsells, etc.
Establishing a strong culture for experimentation and optimization of evergreen lifecycle experiences such as the PlayStation Plus cancellation journey.
Working across PlayStation teams to represent the PlayStation Plus Experience team on the development of Next-Best-Action journeys and personalization tools.
Representing the Experience team with Personalization Product & Engineering Teams
Work internally to understand business needs regarding personalization across teams and their estimated levels of priority and impact.
Work cross-functionally with Personalization Product Managers to ensure PlayStation Plus is included and properly planned for in development efforts.
Maintain regular two-way communication between Product Managers and internal business stakeholders regarding, roadmap updates, shifting business needs, etc.
Collaborate with Product Stakeholders to plan experiments across our owned channels that can help inform future development or optimizations to tooling.