Head of Design (X-Product)

Are you a visionary design leader seeking to shape the future of digital customer experiences for millions? This Head of Design role within Europe's leading media and entertainment brand presents an unparalleled opportunity to leave a significant mark and do some of your best work.

This is a pivotal position within the Digital Customer Experience team, focused on crafting world-class customer journeys and cultivating a thriving, inclusive design culture. You will be instrumental in transforming digital experiences across Sky.com and the My Sky app, empowering millions of customers to effortlessly manage their accounts, explore new products, and self-serve.

Reporting to the Director of Digital Experience, you'll be at the forefront of the Customer Experience Centre of Excellence, influencing CX strategy and providing design leadership across the UK & Ireland. Your remit will encompass ensuring every digital interaction, from initial discovery to long-term engagement, embodies Sky's brand and ambition for outstanding customer experiences.

Advantages for Aspiring Candidates:

• Impactful Scale: Work with a brand that serves 24 million customers across 6 countries, offering the chance to influence and improve the daily lives of a vast audience.
• Strategic Leadership: This role offers significant scope to shape CX strategy, influence executive decision-making, and drive organizational-wide experience maturity.
• Team Building & Culture: You'll have the opportunity to build and scale a multi-disciplinary design team, fostering a culture that attracts, nurtures, and retains top talent.
• End-to-End Experience Ownership: Shape the entire customer lifecycle, from initial touchpoints to ongoing engagement, utilizing comprehensive service design methodologies.
• Data-Driven Innovation: Embed behavioural insights and research into every decision, leveraging tools like Usertesting, Contentsquare, and Adobe Analytics to ensure customer needs are central to design and strategy.
• Career Growth & Development: Sky is committed to developing its people. This role provides ample opportunities to grow your leadership skills, advance your expertise in design systems, and contribute to succession planning.
• Industry-Leading Tools & Systems: Gain extensive experience with advanced Figma capabilities and large-scale design systems within a complex digital ecosystem.
• Commitment to Inclusivity: A strong emphasis on accessibility and inclusive design means you'll be creating solutions that cater to a diverse customer base.
• Attractive Benefits & Perks: Beyond the exciting work, you'll benefit from a generous pension, private healthcare, discounted Sky products, and a wide array of Sky VIP rewards.
• Flexible Working Environment: Sky embraces a hybrid working approach, offering flexibility in where and how you work.

Key Considerations for Your Career Path:

• Proven Leadership in Large Teams: A demonstrated track record of leading and scaling multi-disciplinary teams to deliver award-winning digital products and services is essential.
• Executive Influence: You'll need to be adept at shaping strategy at an executive level, articulating compelling design rationale, and championing data-driven recommendations.
• Deep Design System Expertise: Proficiency with Figma and a proven ability to utilize and scale large design systems across complex digital ecosystems are critical.
• Measurement & Impact: Experience defining KPIs, measuring CX impact, and driving evidence-based product outcomes will be key to success.
• Holistic Design Thinking: The role requires a comprehensive understanding of craft excellence, encompassing interface, interaction, content, service orchestration, and journey design.
• Portfolio Evidence: Be prepared to showcase your experience across four key areas: People (team building), Process (UCD methods), Position (strategic influence), and Product (world-class digital experiences).
• Adaptability in a Dynamic Industry: The media and entertainment landscape is constantly evolving, requiring a candidate who is agile, forward-thinking, and comfortable with change.

This Head of Design position is an exceptional opportunity for a seasoned professional looking to lead, innovate, and make a profound impact within a leading global brand. If you are driven by creating outstanding customer experiences and fostering high-performing design teams, this role offers a rewarding and challenging path forward.