As a Lead Product Designer in our Assisted customer experience team, you’ll craft world‑class customer journeys and support a thriving design team and culture. You’ll work in close partnership with Product, Technology, and Customer teams to transform Assisted experiences and design solutions that power our advisors – the tools, workflows and interfaces that help thousands of advisors serve millions of customers every day. You’ll ensure every moment, from call to chat to in‑store visit, feels effortless, simple and connected – for both our people and our customers.
We offer the hybrid working approach with 3 days a week onsite in Livingston campus.
What you’ll do
* Inspire a team of designers to craft intuitive, evidence‑led experiences across internal web and app platforms, while nurturing their growth through tailored development.
* Shape design strategy that aligns with business goals, championing the customer voice and influencing product roadmaps.
* Partner across disciplines—from product to engineering—to ensure solutions meet user, business and technical needs.
* Lead innovation by leveraging AI‑driven tools, robust design systems and motion principles to create intuitive, efficient, and brand‑consistent experiences for internal call centre platforms.
* Translate customer insights into actionable design improvements, leading workshops, sprints and research collaborations.
* Own delivery and quality, track CX KPIs and ensure accessibility standards are met across scalable, end‑to‑end journeys.
What you’ll bring
* Track record in delivering world‑class, customer‑centred large‑scale digital products and services across responsive web and native applications.
* Experience leading design teams across multiple workloads and initiatives.
* Expert‑level Figma skills, including scalable templates, advanced prototyping, conditionals, expressions and experience leading large‑scale component libraries.
* Mastery in accessibility to create inclusive experiences, user research methods to understand customer problems and behaviours, and analytics tools (Usertesting, Adobe Analytics) to understand and improve journeys.
* Strong storytelling, stakeholder influence and resilience in fast‑paced, evolving environments.
The rewards
* Sky Q – the TV you love all in one place.
* The magic of Sky Glass at an exclusive rate.
* Discounted mobile and broadband.
* A wide range of Sky VIP rewards and experiences.
Inclusion & how you’ll work
We are a Disability Confident 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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