Director of Digital Customer Experience

Role: Director of Digital Customer Experience​

Base Location: Osterley

Reporting to: Director of Customer Experience Transformation

Direct Reports: 4-5 direct reports. Total team of c. 30, incl. contractors/agency design resource.

As Director of Digital Customer Experience, you’ll collaborate closely with teams across Sky to deliver world-class digital experiences for our customers by transforming our digital estate.

You’re responsible for the digital customer experience and design across Sky's residential services in the UK and Ireland. You’ll define and govern the design frameworks and principles that guarantee a consistent and high-quality digital experience for our customers.

As a leader in the newly established Customer Experience Centre of Excellence, part of the Consumer division, you’ll provide digital thought leadership, contributing to the planning and design of where we’re going next. If you’re passionate about creating exceptional customer journeys and driving innovation, we want to hear from you.

What You’ll Do

Day-to-day management of the digital design hub, which includes a large team of UX/UI designers (~25-30 FTE) who are responsible for the digital site architecture, design systems, as well as UX/UI standards, principles, and governance. Includes overseeing the management of important third-party relationships with resource suppliers​.

• Set the digital customer experience vision, goals, and long-term experience roadmap for Sky’s residential services, working with senior stakeholders to align with broader business objectives.
• Own the repository of Digital CX assets (e.g. journey maps), that are continuously developed and make available for re-use across portfolios.
• Lead the transformation of our digital estate through an implementable set of standards, creation of customer experience specific initiatives, and enforcement of best practice.
• Hold Portfolio Owners and Managing Directors accountable for their digital experiences, identifying issues and driving improvements while representing Sky’s digital experience strategy.
• Assist designers in the development of personas, conducting user research, creating wireframes and prototypes, information architecture and user flows.
• Attend portfolio governance (e.g. demos, UAT) to provide digital CX expertise and guidance, as well ensuring adherence to the digital principles and standards.
• Represent the digital domain in all governance led by the Customer Experience Centre of Excellence, as well as in Enterprise Portfolio Management where relevant.
• Be the expert on digital experience, actively exploring emerging trends and technologies, able to influence prioritisation of initiatives within the portfolios.
• Lead, coach and mentor the Digital Customer Experience team and help manage Communities of Practice for Product teams across the operating model.

What you'll bring:

• A passion for digital design and a commitment to excellence: you strive for continuous improvement and inspire others to as well
• In-depth knowledge of digital CX and UX/UI design: with proven experience of delivering creative and proactive innovations for both​
• Strong leadership and strategic skills: the ability to align digital experience visions & plans of action with overall business goals​
• Excellent communication and collaboration skills: you work seamlessly with diverse teams, thrive in a fast-paced environment and are comfortable engaging with senior stakeholders​
• A data-driven mindset with sound decision-making abilities: with a focus on leveraging opportunities as well as mitigating the risks associated with digital experience choices
• 7-10 years’ experience in enterprise-level digital customer experience & design leadership roles​
• Ideally 3-5 years’ experience in telecoms and/or media industry​ (not essential)

Team overview:

The Customer Experience Centre of Excellence provides CX Strategy, UX & UI design expertise, as well as CX performance governance across multiple product roadmaps for the UK & Ireland. From how customers join Sky & engage with us, through to the launch of brand-new residential services – making sure how we show up for our customers is at the centre of what we deliver for them.

As a team, we’re committed to creating simply better customer experiences in partnership with talented colleagues from across our organisation. If you’re looking for the opportunity to drive improvement and deliver outstanding work through others, we want to hear from you.

The rewards:

There's a reason people can't stop talking about #LifeAtSky. Our great range of rewards really are something special, here are just a few:

• 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
• Access a wide range of exclusive 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. You'll find out more about what this means for this role during the recruitment process.

Where you’ll work:

Our Osterley campus is a 10-minute walk from Syon Lane train station. Or you can hop on one of our free shuttle buses that run to and from Osterley, Chiswick Park, Gunnersbury, Acton Town, and Ealing Broadway tube stations. There’s also plenty of parking, bike shelters and showers.

On campus you’ll find six subsidised restaurants and a Waitrose. You can keep in shape at our subsidised gym, catch the latest shows and movies at our cinema, get your car washed and even get pampered at our beauty salon.

Inclusion:

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.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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 on social media. A job you love to talk about.

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.