We believe in better. And we make it happen.
Better content. Better products. And better careers.
Working in Tech, Product or Data at Sky is about building the next and the new. From broadband to broadcast, streaming to mobile, SkyQ to Sky Glass, we never stand still. We optimise and innovate.
We turn big ideas into the products, content and services millions of people love.
And we do it all right here at Sky.
Lead Content Designer – Digital Customer Experience
In this role you will lead the creation of world‑class content across sky.com, the My Sky app, agent experience, and transactional communications. You will own digital content direction across your portfolio, lead content delivery within Agile teams, and be accountable for outcomes that meet customer needs, business goals, and brand standards.
What You’ll Do
* Lead content delivery across complex web and native journeys, ensuring high‑quality, intuitive, and consistent experiences at scale.
* Own digital content strategy for your portfolio, shaping journeys that align to product roadmaps, CX priorities, and measurable outcomes.
* Champion the customer voice in prioritisation and decision‑making, ensuring content design reflects real user needs and evidence.
* Lead and develop content designers, setting clear direction, supporting growth, and maintaining high standards of craft and delivery.
* Translate insight into action, using research, analytics, and performance data to drive continuous improvement.
* Partner cross‑functionally with Product, Design, Engineering, Architecture, Analytics, Legal, and SEO to shape joined‑up solutions.
* Set and uphold editorial standards, including voice, tone, accessibility, and inclusive language across all touchpoints.
* Drive AI‑enabled content design, using CMS tools and LLMs to improve speed, quality, and consistency, while setting standards and sharing best practice.
* Align content to CX KPIs, WCAG guidelines, SEO, and compliance requirements, ensuring clear measurement of success.
What You’ll Bring
* Proven experience delivering strategic, user‑centred, world‑class digital web & app content across large‑scale digital products and services, with clear evidence of impact.
* Advanced expertise in UX writing, plain language, inclusive content, accessibility, and editorial standards at scale.
* Strong experience leading or mentoring content designers across multiple initiatives, balancing quality, pace, and complexity.
* Advanced hands‑on skills in Figma, Confluence, enterprise CMS platforms, structured content, and reusable components.
* Demonstrable experience using research methods and platforms such as UserTesting to validate content, reduce friction, and improve comprehension.
* Proficiency in Adobe Analytics and Contentsquare, using funnel analysis, session replay, and performance metrics to inform decisions.
* Strong communication and storytelling skills, with the ability to influence senior stakeholders through clear, evidence‑led rationale.
* Comfortable operating in fast‑paced, ambiguous environments, with resilience, adaptability, and a continuous improvement mindset.
Portfolio
* People – Helping develop high‑performing teams.
* Process – Applying scalable UCD methods that drive measurable outcomes.
* Position – Influencing strategy and embedding design across an organisation.
* Product – Producing provable world‑class app‑first digital experiences (outcomes & impact).
Team Overview
Sitting within the Customer Experience Centre of Excellence, you’ll play a key role in shaping digital content strategy and raising content maturity across the UK & Ireland. From joining Sky to engaging with our latest services, we’re driven by one purpose: to create better experiences for our customers.
The rewards
* Sky Q – TV you love, all in one place.
* Sky Glass at an exclusive rate.
* A generous pension package.
* Private healthcare.
* Discounted mobile and broadband.
* Sky VIP rewards and experiences.
Inclusion & how you’ll work
We are a Disability Confident Employer and welcome applications from all candidates. We will ensure a fair and consistent experience for all and make reasonable adjustments where appropriate. Please flag any adjustments you need to your recruiter as early as possible.
We embrace hybrid working, balancing time between office spaces and the convenience of working from home. Details of the specific arrangement will be discussed during the recruitment process.
If your application is successful, you will be required to complete a criminal record check. Depending on the nature of any convictions, an offer may be withdrawn.
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