Want to do the best work of your life? With 24 million customers in 6 countries, make your mark at Europe's leading media and entertainment brand. A workplace where you can proudly be yourself; our people make Sky a truly exciting and inclusive place to work.
As Head of Design in our Assisted Customer Experience team, you'll craft world-class customer journeys and build a thriving design team and culture. You'll work in close partnership with Product, Technology, and Customer teams to transform Assisted experiences. You'll design experiences 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.
Reporting to the Director of Assisted Experience, you'll sit at the heart of our Customer Experience Centre of Excellence, contributing to CX strategy and design leadership across UK & Ireland. From first-time visitors to long-term customers, you'll help ensure every interaction reflects Sky's brand and ambition to deliver outstanding customer experiences.
What you'll do
* Lead and inspire a multi-disciplinary design team of Product Designers, driving strategic transformation and delivering world-class, evidence-based, inclusive experiences across all of our assisted touch points.
* Define the vision for team growth and foster a culture that attracts, nurtures and retain top-tier design talent.
* Own the Assisted CX strategy for your portfolios, elevate design standards across visual, content, and architecture, and lead the evolution of Sky design system for consistency and scalability.
* Embed behavioural insights and user research into every decision, ensuring customer needs are at the heart of design, 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 organisation-wide.
* Define and monitor CX KPIs, streamline workflows, integrate AI and data tools, and ensure delivery accountability across all design outputs.
What you'll bring:
* Proven track record of leading large, multi-disciplinary teams to deliver world-class, award-winning experiences across complex ecosystems
* Strong experience shaping strategy at executive level through compelling design rationale, vision storytelling, and data-driven recommendations.
* Advanced expertise in Figma, with proven ability to utilise & scale large design systems across complex digital ecosystems, and deep understanding of embedding research & data into design and product strategy via tools such as Usertesting, Contentsquare, and Adobe Analytics.
* Experience defining KPIs, measuring CX impact, and driving evidence-based product outcomes.
* Familiarity with AI and contact-centre platforms (e.g., NICE, Genesys, or similar), and a passion for how AI can empower people and enhance experiences.
* Recognised expertise in accessibility and inclusive design, with proven ability to create and champion solutions that meet diverse customer needs.
* Proven ability to build and grow senior design talent, driving team performance, skills progression, and succession planning.
Application Requirement:
Please include portfolio/content showing evidence of your experience across these four areas:
People - Building high-performing teams. Process - Applying scalable UCD methods that drive measurable outcomes. Position - Influencing strategy and embedding design at senior level. Product - Producing provable world-class app-first digital experiences
The Rewards:
There's one thing people can't stop talking about when it comes to #LifeAtSky: the perks. Here's a taster:
* Sky Q, for the TV you love all in one place
* The magic of Sky Glass at an exclusive rate
* A generous pension package
* Private healthcare
* Discounted mobile and broadband
* A 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, 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:
Livingston Watermark House
Our lively campus is a free shuttle bus away from Livingston South train station and the town centre. Plus there's onsite parking available for cars, motorbikes and bicycles.
You'll be well fed at our subsidised canteen, and you can keep in shape at our onsite gym - or play a game of pool or table tennis.
Inclusion:
At Sky we don't just look at your CV. We're more focused on 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.
Why wait?
Apply now to build an amazing career and be part of a brilliant team. We can't wait to hear from you.
To find out more about working with us, search #LifeAtSky on social media. A job you love to talk about.
Just so you know: if your application is successful, we'll ask you to complete a criminal record check. And depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer.