What You'll Do
* Drive personalised customer outcomes by ideating and shaping new tools, capabilities, and processes that enable personalised customer outcomes across channels, driving clear long‑term commercial benefit. Partner with Product, Analytics, and Technology teams to ensure personalisation capabilities land seamlessly and deliver measurable value.
* Apply strong commercial and customer judgement, embedding a commercial lens in all conversations and balancing customer needs with commercial impact to drive the best outcomes. Use commercial frameworks to influence decisions across teams whose primary focus may lean more toward customer value than commercial impact.
* Lead complex business casing for future capabilities, producing robust, data‑driven business cases for customer management capabilities across Voice, Digital, and the MySky App. Align proposals with strategic direction and present them clearly to senior stakeholders, up to Director level.
* Unlock growth opportunities through data insight by analysing complex datasets to identify customer behaviour patterns, growth opportunities, and commercial risks. Translate insights into clear, actionable recommendations that support both short and long‑term strategic decision‑making.
* Lead cross‑functional leadership & influence, collaborating with Finance, Trading, Analytics, Product, Marketing, and Customer Service teams to deliver initiatives that maximise customer lifetime value and ensure that both customer value and commercial value are jointly considered.
* Senior stakeholder engagement & communication – prepare and deliver clear, concise updates for stakeholders up to Director level, translating complex topics into compelling narratives, proactively managing expectations, gaining alignment, and driving effective decision‑making across the business.
What You'll Bring
* Commercial & proposition strategy – strong commercial acumen, ability to balance financial impact with customer outcomes, proven experience interpreting and simplifying complex datasets, and confidence building business cases for new capabilities, propositions, and product enhancements.
* Cross‑functional stakeholder management – lead through influence across diverse teams with different priorities, strong stakeholder management experience, and comfort engaging senior leaders, aligning perspectives, and driving decisions without direct authority.
* Customer & product mindset – passion for improving customer outcomes through personalisation, proposition development, capability build, and journey optimisation. Knowledge or interest in digital, voice, and app ecosystems and how new propositions shape customer behaviour and experience.
* Communication & storytelling – exceptional communicator capable of turning complexity into clarity, comfortable presenting to senior stakeholders, crafting compelling narratives, and simplifying difficult topics without losing essential detail.
The Rewards
* Sky Q – all‑in‑one TV experience.
* Exclusive rate on Sky Glass.
* Generous pension package.
* Private healthcare.
* Discounted mobile and broadband.
* Wide range of 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 unique office spaces while 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.
Location
Our Osterley Campus is a 10‑minute walk from Syon Lane train station. It is also served by free shuttle buses that run to and from Osterley, Gunnersbury, Ealing Broadway, and South Ealing tube stations. The campus offers subsidised restaurants, cafés, a Waitrose, a gym, a cinema, a car wash, and a beauty salon.
Inclusion
At Sky we don't just look at your CV. We're more focused on who you are and your potential. 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.
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