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.
The Head of Transformation & Enablement is a senior strategic leadership role responsible for transforming service delivery into a world‑class, digitally enabled customer and operational experience.
This role will lead the evolution of the organisation's service model through operational transformation, AI‑enabled capabilities, digital self‑service, and modern customer experience design. The focus is on optimising processes, technology, and operating models to deliver seamless, efficient, and scalable service delivery while shifting the service organisation from a traditional cost centre to a value‑creation function.
Working across customer operations, technology, and business teams, the Head of Transformation & Enablement will drive strategic change initiatives that improve customer outcomes, enable operational excellence, and position service delivery as a strategic differentiator for the organisation.
The role will also oversee the evolution and optimisation of CRM capabilities to ensure that systems, automation, and data support intelligent service delivery and continuous improvement.
What you'll do
Key Outcomes for the Role, the Successful Candidate will be Expected to Deliver:
* A digitally enabled, AI-supported service delivery model.
* Increased customer adoption of digital and self‑service channels.
* Improved customer satisfaction and operational efficiency.
* Enhanced CRM capability supporting intelligent service management.
* A service organisation that drives measurable business value.
* Continuous improvement in customer experience and operational performance.
Key Responsibilities
* Lead the transformation of service operations to create a modern, digitally enabled, and customer‑centric service organisation.
* Design and implement a world‑class service delivery model that optimises operational efficiency, customer experience, and scalability.
* Drive the adoption of AI, automation, and digital technologies to improve service processes, increase speed of resolution, and reduce operational friction.
* Develop and implement customer self‑service capabilities that empower customers while improving operational efficiency.
* Champion the evolution of service from a cost centre to a value‑creation capability, delivering measurable business impact.
* Embed the Service as a Product approach, ensuring services are designed, managed, and continuously improved as strategic offerings.
* Identify opportunities to streamline workflows, remove inefficiencies, and enhance productivity across service operations.
What you'll bring
* Significant leadership experience within operational transformation, customer experience, or service operations environments.
* Experience leading change, CX Transformation within the B2B Telecommunications industry.
* Strong track record delivering large‑scale transformation or operational improvement initiatives.
* Experience implementing AI, automation, and digital technologies within service or operational environments.
* Experience designing and implementing digital service and self‑service capabilities.
* Strong understanding of process improvement methodologies (Lean, Six Sigma, or equivalent).
* Experience managing and optimising CRM platforms (e.g., Salesforce, Microsoft Dynamics, HubSpot).
* Proven ability to lead organisational change and influence senior stakeholders.
* Strong analytical mindset with the ability to translate insights into actionable improvements.
* Excellent communication, leadership, and stakeholder engagement skills.
The Rewards
* 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.
Locations
The role is based in Leeds, Osterley, Livingston Watermark House, or Newcastle.
Inclusion and Equality
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.
Legal
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.
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