Position
Lead Content Designer (Digital Customer Experience)
Responsibilities
* Own and deliver digital content across My Sky app, agent experience, and transactional communications, ensuring high‑quality, intuitive, and consistent experiences at scale.
* Shape digital content strategy for your portfolio, aligning journeys 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 direction, supporting growth, and maintaining high standards of craft and delivery.
* Translate research, analytics, and performance data into continuous improvement action.
* 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.
Qualifications and Experience
* 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 user‑testing platforms (e.g., 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, able 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 Requirements
* People – evidence of helping develop high‑performing teams.
* Process – evidence of applying scalable UCD methods that drive measurable outcomes.
* Position – evidence of influencing strategy and embedding design across an organisation.
* Product – evidence of producing world‑class app‑first digital experiences (outcomes & impact).
Benefits
* Sky Q and Sky Glass, including discounted rates.
* Generous pension package.
* Private healthcare.
* Discounted mobile and broadband.
* Wide range of Sky VIP rewards and experiences.
Legal Notice
Sky is a Disability Confident Employer and welcomes applications from all candidates. We will make reasonable adjustments to support applicants where appropriate.
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