Job Description
Location: Hybrid; required presence at either the Osterley or Leeds office. 3 days in the office per week.
Lead Service Designer for Sky’s Digital Customer Experience team, responsible for designing world‑class customer journeys and service models across sales and service experiences. Owns service design strategy across Agile teams and accounts for outcomes aligning with brand and customer needs.
Responsibilities
* Lead a team of service designers to analyze, define, and improve end‑to‑end, multi‑channel journeys that meet diverse customer needs and align with accessibility standards.
* Drive strategic service design across portfolios, shaping journeys that align with business goals and champion the customer voice.
* Partner with cross‑functional leaders in Product, Design, Tech, Ops, and Architecture to deliver joined‑up, scalable service solutions that meet real user needs.
* Own the definition, evolution and adoption of service blueprints and journey maps across the customer lifecycle, and develop operational models that enable rather than restrict.
* Work with design leadership to evolve service‑design methods, improve design operations, and drive adoption of AI‑enhanced tools to improve service quality and efficiency.
* Define end‑to‑end strategies, experience principles, frameworks, customer journeys and CX KPIs that connect digital, assisted and real‑world touchpoints with clarity and consistency.
Qualifications
* Track record of leading service design and delivering impactful outcomes across large‑scale digital products, services and operations.
* Expert‑level skills in journey mapping, service blueprinting, stakeholder mapping, workshop facilitation and systems thinking.
* Advanced use of journey maps, empathy maps and insight repositories to embed customer needs throughout delivery.
* Mastery in accessibility, user research methods, analytics tools (UserTesting, Adobe Analytics) to understand and improve journeys.
* Strong storytelling, stakeholder influence and resilience in fast‑paced, evolving environments.
Portfolio / Work samples
If you don’t have a formal portfolio, you may submit links, slide decks, case studies or short write‑ups. We need to understand the process, user needs, business goals, design changes based on evidence gathered and customer outcomes & business impact. Examples are welcomed under:
* People – Building, supporting or enabling high‑performing teams.
* Process – Applying scalable user‑centred design methods to deliver measurable outcomes.
* Position – Influencing strategy and championing design across an organisation.
* Product – Shaping world‑class, app‑first digital experiences with clear outcomes and impact.
Benefits (Rewards)
* Sky Q subscription.
* Sky Glass at an exclusive rate.
* Generous pension package.
* Private healthcare.
* Discounted mobile and broadband.
* Wide range of Sky VIP rewards and experiences.
Working Arrangement
Hybrid working expectations: 3 days in office per week. Flexible working options remain available where possible.
Location Details
Osterley – 10‑minute walk from Syon Lane train station; shuttle bus to nearby stations; bike shelters; subsidised restaurants, gym, cinema and beauty salon.
Leeds – Spacious tech hub, < 1 mile from Leeds train station; parking available; gym and leisure facilities.
Inclusion & Equality
We are a Disability Confident Accredited Employer. We welcome and encourage applications from all candidates, and will make reasonable adjustments where required.
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