About the role
Sky is transforming how we manage and serve our existing customer base, using advanced analytics, AI and strategic partners to create better experiences and stronger commercial outcomes. This senior, visible role leads how AI‑enabled capabilities and external partners are used across our customer base – ensuring they deliver real value at scale, are commercially sound, and are embedded into how Sky operates day‑to‑day.
What You’ll Do
* Own the commercial strategy for AI‑enabled capabilities used to manage and retain Sky’s existing customers
* Lead relationships with external technology and AI partners, ensuring Sky maximises value from these partnerships
* Shape how partner solutions evolve and scale, aligned to Sky’s broader customer and commercial strategy
* Identify and prioritise high‑impact AI use cases across customer journeys (e.g., retention, recontracting, service‑led interactions)
* Turn advanced insight and modelling into clear, executable actions that frontline teams and channels can use
* Ensure AI supports better decision‑making, not added complexity
* Own business cases, benefits tracking and performance measurement for AI‑driven initiatives
* Balance customer experience, commercial value and operational efficiency
* Provide clear recommendations on where to invest, evolve or stop initiatives
* Move AI and partner solutions from “projects” into embedded business‑as‑usual capability
* Work closely with operational, digital, marketing and analytics teams to land changes at pace
* Build confidence, understanding and trust in AI‑supported decisioning across the organisation
* Act as a senior commercial voice on AI and partner capability across Sky
* Influence stakeholders across Customer Management, Operations, Technology, Product and Finance
* Represent the customer base in wider Sky discussions on AI, automation and future capability
What You’ll Bring
* Proven experience in customer value management, retention, or base management in a complex organisation
* Strong track record of delivering outcomes through data, analytics or AI‑enabled capability
* Experience leading or influencing work delivered with external partners or vendors
* Commercially confident, with experience building and owning business cases
* Experience working with AI, and a passion for learning and driving AI
* Comfortable operating in ambiguity and turning complexity into clarity
* Credible with both technical and non‑technical stakeholders
* Calm, confident communicator who can influence without formal authority
The Rewards
* Sky Q, for the TV you love all in one place
* A generous pension package
* Private healthcare
* Discounted mobile and broadband
* Access a wide range of best‑in‑class Sky VIP rewards and experiences
How You’ll Work
We know the world has changed, and we want to offer our employees the chance to collaborate at our outstanding office spaces, whilst enjoying the convenience of working from home. We’ve adopted a hybrid working approach to give more flexibility on where and how we work. You’ll find out more about what this means for this role during the recruitment process.
Your Office Base
Osterley campus is a 10‑minute walk from Syon Lane train station. You can also hop on one of our free shuttle buses that run to and from Osterley, Gunnersbury, Ealing Broadway and South Ealing tube stations. There’s also plenty of bike shelters and showers. On campus, you’ll find subsidised restaurants, cafes, a Waitrose, a gym, a cinema, a beauty salon and more.
Inclusion
At Sky we don’t just look at your CV. We’re more passionate about who you are and your potential. We also know that everyone has a life outside work, so we’re happy to discuss flexible working. 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. Please flag any adjustments you need to your recruiter as early as you can.
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