Overview
As Head of Design in our Digital Customer Experience team, you’ll craft world‑class customer journeys and build a thriving design team and culture. Working closely with Product, Technology and Customer teams, you’ll transform digital experiences across Sky.com and the My Sky app, helping millions of customers self‑serve, explore new products and manage their accounts with ease. You’ll report to the Director of Digital Experience and sit at the heart of our Customer Experience Centre of Excellence, contributing to CX strategy and design leadership across the UK & Ireland. From first‑time visitors to long‑term customers, you’ll ensure every digital interaction reflects Sky’s brand and ambition to deliver outstanding customer experiences.
Responsibilities
* Lead and scale a multi‑disciplinary design team, driving strategic transformation and delivering 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 all design decisions, ensuring customer needs are at the heart of 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 organization‑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.
* Champion the highest standards of design quality, from interface and interaction design to content, service orchestration and journey design.
* Define and measure KPIs, evaluate CX impact and drive evidence‑based product outcomes.
* Apply recognised expertise in accessibility and inclusive design to create solutions that meet diverse customer needs.
* Build and grow senior design talent, driving team performance, skills progression and succession planning.
Qualifications
* 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 the executive level through compelling design rationale, vision storytelling and data‑driven recommendations.
* Advanced expertise in Figma, with proven ability to scale large design systems across complex digital ecosystems, and deep understanding of embedding research and data into design and product strategy via tools such as UserTesting, Contentsquare and Adobe Analytics.
* Recognised expertise in accessibility and inclusive design, with proven ability to create and champion solutions that meet diverse customer needs.
* Demonstrated ability to build and grow senior design talent, driving team performance, skills progression and succession planning.
How you’ll work
We offer a hybrid working model that combines flexibility with collaboration. Your base will be at our Osterley Campus – a 10‑minute walk from Syon Lane train station – with free shuttle buses to nearby stations and ample bike shelters and showers. The campus also hosts subsidised restaurants, cafés, a Waitrose store, a gym, a cinema, a beauty salon, and car‑wash facilities.
Benefits
* Television package (Sky Q) – all your favourite shows in one place.
* Exclusive rate on Sky Glass, the new smart TV.
* Generous pension package.
* Private healthcare.
* Discounted mobile and broadband services.
* Wide range of Sky VIP rewards and experiences.
* Subsidised gym membership and yoga classes.
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