Experience Strategy Manager

About the role

Our team operates within the wider ‘Services Commercial’ group dedicated to growing PlayStation’s subscription services. This group strives to maximize new subscriber acquisition and retention and provide a compelling reason for people to return to the service year after year. Our product, PlayStation Plus, is critically important to PlayStation’s vision and strategy. PlayStation Plus is subscribed to by the majority of PlayStation users and has seen dynamic growth since re-launching with a multi-tiered proposition in 2022.

You will be joining the ‘Experience’ team—whose mission is to craft best-in-class customer experiences that foster an informed, engaged, and excited group of subscribers. Anywhere you find PlayStation Plus on a PlayStation console or the PlayStation App, our team determines what customers see—the latest, the greatest, and the most relevant messages for each customer. We are responsible for both subscriber and non-subscriber experiences—maximizing subscription purchases, tier upgrades, and engagement with service benefits. We optimize user experiences through continuous test-and-learn activity and bring ‘moments-that-matter’ to life through innovative merchandising.

You will join a sub-team focused on developing the PlayStation Plus user experience and optimizing customer journeys. As the Experience Strategy Manager, your primary responsibility will be to set the personalization strategy for PlayStation Plus digital experiences on console and app. You will work cross-functionally with delivery teams to implement available personalization merchandising technology to help drive business goals of Subscriber Growth, Retention, and Benefit Engagement—ensuring tools are properly tested for impact and player satisfaction. Additionally, you will serve as the team lead for member lifecycle experiences, developing and optimizing customer journeys that meet players where they are in their relationship with PlayStation Plus across the full player lifecycle (e.g., Acquisition, Early Life, In-Life Value Realization, Renewal, Win Back). You will coordinate with other teams across PlayStation to ensure member lifecycle experiences appear in proper contexts within the broader PlayStation ecosystem.

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, celebration of loyalty, membership value reinforcement, etc.
• Crafting and Owning PlayStation Plus Lifecycle Experiences:
  • Building and maintaining intuitive lifecycle-based customer journeys for PlayStation Plus members on Console & App, such as new member onboarding and upsells.
  • 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:
  • Working internally to understand business needs regarding personalization across teams and their estimated levels of priority and impact.
  • Working cross-functionally with Personalization Product Managers to ensure PlayStation Plus is included and properly planned for in development efforts.
  • Maintaining regular two-way communication between Product Managers and internal business stakeholders regarding roadmap updates and shifting business needs.
  • Collaborating with Product Stakeholders to plan experiments across owned channels that can help inform future development or optimizations to tooling.

Requirements

• 5+ years’ experience in roles focused on optimizing 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 through delivery.
• A data-led mindset, comfortable with measurement and interpreting analysis in Excel.
• Sound, logical approach to prioritizing 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.

Bonus: Management Consulting or Subscriptions background.

Benefits

• Top-tier benefits package including medical, dental, vision, and matching 401(k).
• Paid time off and wellness program.
• Coveted employee discounts for Sony products.
• Eligibility for a bonus package.

Pay

The estimated base pay range for this role is $131,400—$197,200 USD.