Overview
Location for this position is flexible, we are accepting candidates who are able to work Hybrid in either our Osterley or Leeds office. Sky is Europe's leading media and entertainment brand, with 24 million customers in 6 countries. A workplace where you can proudly be yourself; our people make Sky a truly exciting and inclusive place to work.
Role
Lead Service Designer in our digital customer experience team, you\'ll own the design of world-class customer journeys and service models across sales and service experiences. You\'ll lead Service Design across Agile teams, drive service design strategy, and be accountable for outcomes that reflect our brand and meet customer needs. Sitting within the Customer Experience Centre of Excellence, you\'ll contribute to CX strategy, design excellence, and performance across product roadmaps for 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.
What you\'ll do
* Lead across a team of service designers to analyse, 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 championing 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.
What you\'ll bring
* Track record of leading service design and delivering impactful service design 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 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.
* We\'d love to see examples of your work. If you have a portfolio, or any selection of project artefacts, please share pieces that demonstrate your strengths in the following areas:
* People — How you\'ve built, supported, or enabled high-performing teams.
* Process — How you apply scalable user-centred design methods to deliver measurable outcomes.
* Position — How you influence strategy and champion design across an organisation.
* Product — How your work has shaped world-class, app-first digital experiences, with clear outcomes and impact.
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
The hybrid working expectations for this role are 3 days in the office per week. At Sky, we want to be a community that thrives by being together. Flexible working remains a key part of that. We want our people to have the best of both worlds - time working at home, as well as time in the office.
Office bases
* London (Osterley) — Our Osterley Campus is a 10-minute walk from Syon Lane train station. Free shuttle buses operate to Osterley, Gunnersbury, Ealing Broadway and South Ealing tube stations. Amenities include bike shelters and showers, 13 subsidised restaurants, cafes, and a Waitrose. On campus you\'ll find a subsidised gym, cinema, car wash, and beauty salon.
* Leeds — Our Leeds tech hub is less than a mile from Leeds train station. Parking is available in surrounding streets and at CitiPark. There are break areas with pool/table tennis and a subsidised gym.
Inclusion
At Sky we don\'t just look at your CV. We\'re focused on who you are and your potential. We support flexible working and are a Disability Confident Accredited Employer. We welcome applications from all candidates and will make reasonable adjustments to support you where appropriate. Please flag any adjustments you need to your recruiter as early as you can.
Apply
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. If your application is successful, we\'ll ask you to complete a criminal record check, and depending on the role and any convictions, we may withdraw the offer.
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