Subscriptions Experience, Associate Manager 

UK (London with Flexible Working) or USA (Preferred San Mateo CA)

Role overview:

Our team operates within the wider ‘Services Commercial’ group who are dedicated to driving growth of PlayStation’s subscription services. This wider group strives to maximise new subscriber acquisition, maximise subscriber 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 launching a multi-tiered proposition in 2022.

This role specifically sits within the ‘Engagement & Experience’ team who are accountable for bringing together a wide variety of stakeholders (Marketing, Communications, PR, Merchandising, Product, Engineering) and driving a cohesive approach to the customer experience (both on and off console). We strive to ensure that every PlayStation subscriber gets the most out of their membership, has an enjoyable and fun experience, can access their benefits easily and develops a loyalty with us which makes them want to maintain their subscription in the years to come.

We’ll need someone with ambition, ideas, a can-do attitude, and the ability to see things through the eyes of the customer to achieve our challenging vision. You will be joining a sub-team purely focused on developing the user experience and optimising customer journeys. What does that mean? Our team’s mission is to craft dynamic and relevant customer experiences that nurture an informed user base, enable users to explore how they want, and clearly demonstrate the value of PlayStation Plus. In the Experience team, you’ll work to develop user experience strategy on console, leveraging our real estate to satisfy customer needs and desired business outcomes. In this role, you will work cross functionally to support content lifecycle moments, engagement events, partner activity, and PlayStation Plus promotions on console. You will also manage multiple on-console experiences, using both current and new features to enhance customer journeys and the way we display content on the service. Additionally, you will analyse and communicate customer behaviour patterns, identifying potential risks and opportunities.

The Engagement & 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:

• Contributing to and applying our Experience Strategy for PlayStation Plus
• Leveraging insights from telemetry data and team projects to enhance our strategy and applying these learnings across the experience.
• Designing and implementing tests vs. control groups to confirm hypotheses.
• Crafting recommendations to improve key areas of the PlayStation Plus console experience.
• Collaborating with stakeholders to prioritise and integrate recommendations into our experience roadmap.

• Driving PlayStation Plus user experience updates and optimizations
• Developing comprehensive proposals for PlayStation Plus user experiences collaborating with stakeholders to implement them.
• Project managing complex user experience updates and supporting initiatives for both mass market and targeted audiences.
• Building a strong connection with delivery teams, proactively investigating challenges and proposing improvements to processes and methods in executing activity.
• Analysing the performance of tests/activities and drawing conclusions and recommendations for future work and optimizations.

• Becoming an expert on the PlayStation Plus user experience
• Using self-service tools to drill into Experience telemetry data and working with Insight/Analytics teams to optimise those reports.
• Reporting on how users interact with the PlayStation Plus experience; assisting to expand our commercial narrative for the service with an user experience lens.
• Identifying key customer cohorts that need extra attention or specific experiences to improve their purchase likelihood or continued engagement with the service.
• Performing competitor and industry reviews on user experience best practices.

What we are looking for:

• 3+ years’ experience roles focused on optimising a customer’s digital experience
• Experience working with digital products and channels (websites, apps, emails etc)
• Experience leading projects with multiple stakeholder teams from ideation thru delivery
• Strong presentation skills and fluency in PowerPoint
• 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!
• A desire to push yourself and show your value to the business
• Bonus: Subscriptions background/understanding

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