Experience Strategy Lead – Personalization & Lifecycle

Playstatio; San Mateo (CA); Hybrid; USD 131,000 - 197,000; Full time

Benefits offered by this job

Top-tier benefits package

Employee discounts

401(k) matching

Job summary

Sony Interactive Entertainment in San Mateo, CA is seeking an Experience Strategy Manager to lead the personalization strategy for PlayStation Plus on Console and App, collaborating with Product & Engineering to implement personalization technology and optimize subscriber journeys.

You will own member lifecycle experiences and drive experiments to improve engagement and retention across PlayStation Plus. This role requires strong cross‑functional leadership and a customer‑first mindset.

Qualifications

• 5+ years’ experience focused on optimising a customer’s digital experience.
• Bachelor’s degree or equivalent.
• Experience with personalization technology and/or customer journey mapping.
• Experience cross functional with Product & Engineering stakeholders.
• Proven ability to lead projects with multiple stakeholder teams from ideation thru delivery.
• Data-led mindset, comfortable with measurement and interpreting analysis in Excel.
• Strong prioritisation of audiences and opportunities to focus efforts on.
• Customer-first mentality and commitment to positive customer experience.
• Strong presentation skills and fluency in PowerPoint.
• Bonus: Management Consulting or Subscriptions background.

Responsibilities

• Lead Personalization Strategy for PlayStation Plus on Console & App.
• Craft and own lifecycle-based customer journeys for PlayStation Plus members.
• Represent the Experience team with Personalization Product & Engineering Teams.

Skills

Customer experience optimization

Digital product experience

Cross-functional collaboration

Excel data analysis

PowerPoint presentation

Education

Bachelor’s degree or equivalent

Tools

PowerPoint

Excel

Job description

Sony Interactive Entertainment in San Mateo, CA is seeking an Experience Strategy Manager to lead the personalization strategy for PlayStation Plus on Console and App, collaborating with Product & Engineering to implement personalization technology and optimize subscriber journeys.

You will own member lifecycle experiences and drive experiments to improve engagement and retention across PlayStation Plus. This role requires strong cross‑functional leadership and a customer‑first mindset.