Customer Experience Strategy Manager Jobs in California

Why Sony Interactive Entertainment?
Sony Interactive Entertainment isn't just the Best Place to Play - it's also the Best Place to Work. Sony Interactive Entertainment (SIE) is the company behind the PlayStation brand. As a subsidiary of Sony Group Corporation, we're part of a proud legacy of innovation and excellence. SIE is a dynamic technology company, delivering cutting-edge hardware and network services to more than 100 million people and an entertainment leader, home to some of the most beloved and recognizable intellectual properties (IP) in the world. Our role at SIE is to create and nurture the experiences under the PlayStation brand, a name synonymous with entertainment excellence and creativity.
Experience Strategy Manager
San Mateo, CA (Hybrid)
Role overview:
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.
What you'll be doing:

• 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.

What we are looking for:

• 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
• Bonus: Management Consulting or Subscriptions background

At SIE, we consider several factors when setting each role's base pay range, including the competitive benchmarking data for the market and geographic location.
Please note that the base pay range may vary in line with our hybrid working policy and individual base pay will be determined based on job-related factors which may include knowledge, skills, experience, and location.
In addition, this role is eligible for SIE's top-tier benefits package that includes medical, dental, vision, matching 401(k), paid time off, wellness program and coveted employee discounts for Sony products. This role also may be eligible for a bonus package. Click here to learn more.
The estimated base pay range for this role is listed below.
$131,400-$197,200 USD
Please note, Sony Interactive Entertainment conducts background checks at the offer stage for all new employees (which may include criminal background checks for some roles) and will need to process personal information to support these checks.
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Equal Opportunity Statement:
Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity, gender expression and gender reassignment), race (including colour, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy, maternity or parental status, trade union membership or membership in any other legally protected category.
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