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About the Role
As Head of Design in the Digital Customer Experience team, you will craft world-class customer journeys and build a thriving design team and culture. You will partner with Product, Technology, and Customer teams to transform digital experiences across Sky.com and the My Sky app, helping millions of customers self-serve, explore new products, and manage their accounts. You will contribute to CX strategy and design leadership across the UK & Ireland, ensuring every digital interaction reflects Sky's brand and ambition to deliver outstanding customer experiences.
Responsibilities
- Lead and scale a multi-disciplinary design team including Product Designers, Content Designers & Service Designers, driving strategic transformation and delivering world-class, evidence-based, inclusive digital experiences across web and native platforms.
- Define the vision for team growth and foster a culture that attracts, nurtures and retains top-tier design talent.
- Shape front-to-back and end-to-end experiences across the customer lifecycle, using service blueprints, journey maps, and reusable service patterns.
- Embed behavioural insights and research into every decision, ensuring customer needs are at the heart of design, strategy, and delivery.
- Partner with senior leaders across Product, Tech, and CX to shape long-term plans, secure executive buy-in, and scale experience maturity organisation-wide.
- Embed service design practices, define and monitor CX KPIs, streamline workflows, integrate AI and data tools, and ensure delivery accountability across all design outputs.
Requirements
- Proven track record of leading large, multi-disciplinary teams to deliver world-class, award-winning digital products and services across web and native platforms.
- Strong experience shaping strategy at executive level through compelling design rationale, vision storytelling, and data-driven recommendations.
- Advanced expertise in Figma, with proven ability to utilise & scale large design systems across complex digital ecosystems.
- Deep understanding of embedding research & data into design and product strategy via tools such as Usertesting, Contentsquare, and Adobe Analytics.
- Experience defining KPIs, measuring CX impact, and driving evidence-based product outcomes.
- Recognised expertise in accessibility and inclusive design, with proven ability to create and champion solutions that meet diverse customer needs.
- Proven ability to build and grow senior design talent, driving team performance, skills progression, and succession planning.
- Portfolio/content showing evidence of your experience across People, Process, Position, and Product.
Skills
- Figma
- Usertesting
- Contentsquare
- Adobe Analytics
- Accessibility
- Inclusive design
- Service design
- Journey mapping
- Service blueprints
- Behavioural insights
- Data-driven recommendations
- Vision storytelling
Location
- Osterley
- Leeds
Work Type
- Hybrid
Experience Level
- Head of Design
- Senior level
Benefits
- Sky Q
- Sky Glass at an exclusive rate
- Generous pension package
- Private healthcare
- Discounted mobile and broadband
- Wide range of Sky VIP rewards and experiences
About the Company
- Europe's leading media and entertainment brand.
- A workplace where you can proudly be yourself; our people make Sky a truly exciting and inclusive place to work.
Equal Opportunity
- We are a Disability Confident Accredited Employer, and welcome and encourage applications from all candidates.
- We will look to ensure a fair and consistent experience for all and will make reasonable adjustments to support you where appropriate.