Head of Design (Portfolios) CX

Senior Design Leadership Opportunity at a Leading Media & Entertainment Brand

Are you a visionary design leader with a passion for crafting exceptional customer experiences? This Head of Design role within Sky's Digital Customer Experience team presents a compelling opportunity to shape the digital future of Europe's leading media and entertainment brand.

This position offers the chance to make a significant impact on millions of customers across Sky.com and the My Sky app. You'll be instrumental in transforming how users interact with Sky's services, from self-service and product exploration to account management, ensuring every digital touchpoint reflects the brand's commitment to outstanding customer experiences.

Key Advantages for Candidates:

• Impactful Role: Lead world-class customer journeys and significantly influence the digital strategy for a brand with a massive, international customer base.
• Team Building & Culture: Opportunity to build and nurture a thriving, inclusive design team and foster a culture of innovation and excellence.
• Strategic Influence: Work at the forefront of the Customer Experience Centre of Excellence, contributing to CX strategy and design leadership across the UK & Ireland.
• Cross-Functional Collaboration: Partner closely with senior leaders in Product, Technology, and Customer teams, driving strategic alignment and executive buy-in.
• Career Growth & Development: Focus on defining team growth, upskilling talent, and ensuring succession planning within a dynamic and evolving digital landscape.
• Award-Winning Environment: Be part of a company recognized for delivering award-winning digital products and services.

Key Considerations for Your Career Path:

• Scope of Responsibility: This role requires leading and scaling a multi-disciplinary team, including Product Designers and Content Designers, with a strong emphasis on strategic transformation and evidence-based, inclusive design.
• Strategic Depth: The position demands experience in shaping executive-level strategy through compelling design rationale, vision storytelling, and data-driven insights.
• Technical Proficiency: Advanced expertise in Figma and scaling large design systems is essential. A deep understanding of embedding user research and data analytics tools (e.g., Usertesting, Contentsquare, Adobe Analytics) into design processes is crucial.
• Data-Driven Approach: A proven ability to define and monitor CX KPIs, measure impact, and drive product outcomes based on evidence is a core requirement.
• Inclusive Design Leadership: Recognized expertise in accessibility and inclusive design is vital for creating solutions that cater to diverse customer needs.
• Portfolio Focus: Candidates should be prepared to showcase their experience across People (team building), Process (scalable UCD), Position (strategic influence), and Product (world-class digital experiences) in their portfolio.
• Hybrid Working: The role embraces a hybrid working approach, offering flexibility between office collaboration and remote convenience.

This Head of Design position is an exceptional opportunity for a seasoned professional looking to lead a high-performing team, drive significant strategic change, and contribute to the success of a major player in the media and entertainment industry. If you are passionate about user-centric design and have a track record of delivering impactful digital experiences, this role could be the perfect next step in your career.