Role Overview:

PlayStation is for everyone! Global Consumer Experience (CX) provides global services, including customer care, digital commerce support, and online platform moderation. We build and retain brand loyalty by representing the exciting and unique entertainment ecosystem available on PlayStation.

Are you a problem-solver who enjoys removing obstacles and is comfortable working across regions and cross-functionally? Do you have experience performing under pressure in a dynamic environment and can partner across an organizational matrix to deliver optimal results against ambitious timelines? We are looking for someone who is passionate about gaming and has an interest in supporting Sony Interactive Entertainment products and services.

What you'll be doing:

You will be responsible for managing the end-to-end consumer journey, identifying key challenges, and collaborating with cross-functional teams to share insights and feedback that drive meaningful improvements to the overall consumer experience.

As a subject matter expert for your assigned lines of business, you will enhance agent knowledge, refine processes and policies, and ensure that consumer issues are resolved effectively—ideally on the first contact.

Other responsibilities:

• Establish and lead go-to-market framework across Customer Experience workstreams
• Ensure delivery of advanced support readiness activities before new launches, content changes, promotions, and major events. Readiness activities include consumer self-help messaging and documentation, agent awareness, process documentation, and reporting.
• Author business requirements, support user acceptance testing, drive hypercare and transition aftercare efforts to Operations support post release to ensure support is delivered as planned.
• Develop, improve, and maintain Customer Support workflows, knowledge documentation, and contribute to creation of training materials. Align across collaborators to ensure accuracy and efficiency of flows.
• Work across the CX teams to improve self-service support, working to eliminate repeat contacts, create internal knowledge articles, troubleshooting, workflows, and delivery on automation and innovation strategies.
• Collaborate closely with the Operation team in the investigation of impactful issues/escalations and coordinate with collaborators to determine exception handling to mitigate risk.
• Analysis of support data to identify trends, opportunities, and drive improvement efforts and efficiencies.
• Provide regular reporting around contact drivers, consumer feedback, and analyze support cases and survey data to identify the cause of issues to drive improvement efforts.
• Demonstrate the ability to develop a strong cross-functional network.
• Accurately scope length and difficulty of tasks and projects; set objectives and goals; organize work into process steps; develop schedules. Anticipate and adjust for problems and roadblocks.
• Regularly report and present to partners on critical support metrics and the status of efforts you are leading.

What we're looking for:

• 3-5 years in product support, with an emphasis in customer experience.
• Knowledge and effective use of project management processes and tools, such as JIRA, Trello, Wrike, or equivalent tools.
• Experience creating and maintaining workflows via MS Visio, Miro, or equivalent tool.
• Analytical approach with the ability to parse through a large volume of data to detect trends and report on insights. Adept at using reporting tools
• Ability to work well independently or within a team, and adapt to dynamics associated with emerging/maturing products and services
• Ability to work on multiple programs simultaneously
• Bachelor’s degree in Business Management/Administration or equivalent combination of education and experience.
• Evening and weekend schedule flexibility required to support major releases/launches and to triage unexpected incidents.
• Requires building compelling slide decks and present a narrative that will influence others
• Ability to build and contribute to business cases
• Ability to create business requirements
• Travel to Sony offices and/or contact centers
• Strong customer service and interpersonal skills
• Past success in establishing support protocol when a new product is publicly released
• Working understanding of analytics software, e.g. DOMO, Adobe Analytics or similar

Benefits

• Discretionary bonus opportunity
• Hybrid Working (within Flexmodes)
• Private Medical Insurance
• Dental Scheme
• 25 days holiday per year
• On Site Gym
• Subsidised Café
• Free soft drinks
• On site bar
• Access to cycle garage and showers