Key skills
AIAnalyticsLeadershipUser Research
About this role
Role Overview
- Lead across a team of service designers to analyse, define, and improve end-to-end, multi-channels 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.
Requirements
- 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.
Benefits
- Free Sky TV or NOW package , including Sky Sports and Sky Cinema
- Pension package with up to 9% employer contribution
- Private healthcare with mental health support
- Aviva Digital GP and dental insurance
- Discounts on Sky products, including Sky Mobile, Sky Broadband, Sky Glass and Sky Protect
- Sharesave and Tech schemes
- A range of Sky VIP rewards and experiences