Experience Strategy Manager
Our team operates within the wider ‘Services Commercial’ group who are dedicated to growing PlayStation’s subscription services. This wider group strives to maximise 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. What does that mean? Anywhere you find PlayStation Plus on a PlayStation console, or the PlayStation App, our team is determining what our customers see – the latest, the greatest, and the most relevant messages for each customer. We are responsible for both subscriber and non-subscriber experiences – maximising 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 purely focused on developing the PlayStation Plus user experience and optimising 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 our business goals of Subscriber Growth, Retention, and Benefit Engagement – ensuring tools are properly tested for impact and player satisfaction.
In addition, you will also serve as the team lead for member lifecycle experiences. You will develop and optimize customer journeys that meet players where they are in their relationship with PlayStation Plus across the full player lifecycle (i.e., Acquisition, Early Life, In-Life Value Realization, Renewal, Win Back, etc.). You will coordinate with other teams across PlayStation to ensure the our member lifecycle experiences show up in proper contexts across the broader PlayStation Ecosystem of player journeys.
You will leverage your experience working with Product & Engineering Stakeholders serve as the primary point of contact in the business for new personalization feature development – ensuring that the Business fully understands new personalization technology as is becomes available and that Product & Engineering understand PlayStation Plus business needs as they plan and prioritize future development efforts.
The Experience team are on a growth journey – We’re expanding our team significantly, and we want you to help us with that journey.