Head of Design reference: R0051376

This is an exciting opportunity for a visionary design leader to make a significant impact at a leading European media and entertainment brand. The Head of Design for the Assisted Customer Experience team is tasked with shaping world-class customer journeys and fostering a thriving, inclusive design culture.

Key Advantages for Candidates:

• Strategic Impact: You'll be at the forefront of transforming customer experiences for millions of users, directly influencing how customers interact with a major brand.
• Leadership and Team Growth: This role offers the chance to build and mentor a multi-disciplinary design team, nurturing top talent and defining the future of design within the organization.
• Cross-Functional Collaboration: Work in close partnership with Product, Technology, and Customer teams, gaining broad exposure and influence across the business.
• Innovation and Technology: You'll have the opportunity to integrate cutting-edge tools, including AI and advanced analytics, to drive design innovation and enhance customer and advisor experiences.
• Career Development: Be part of a Customer Experience Centre of Excellence, contributing to overall CX strategy and design leadership, offering a clear path for professional growth.
• Inclusive Culture: The company emphasizes a workplace where you can "proudly be yourself," highlighting a commitment to diversity and inclusion.
• Attractive Benefits: Beyond the professional opportunities, candidates can look forward to a range of attractive perks, including access to Sky's premium entertainment offerings, a generous pension, private healthcare, and various employee rewards.

Key Considerations for Candidates:

• Proven Leadership Experience: A strong track record of leading large, multi-disciplinary design teams is essential, along with experience in driving strategic transformation and delivering award-winning experiences.
• Service Design Expertise: Deep understanding and practical application of end-to-end service design, journey mapping, and blueprinting are critical for success.
• Strategic Influence: Candidates must demonstrate the ability to shape strategy at an executive level through compelling design rationale, vision storytelling, and data-driven recommendations.
• Technical Proficiency: Advanced expertise in design tools like Figma, with the ability to scale design systems, and a strong grasp of embedding research and data into strategy are required. Familiarity with user research tools and analytics platforms is highly beneficial.
• AI and Contact Centre Familiarity: An understanding of AI's role in empowering people and enhancing experiences, along with familiarity with contact-centre platforms, will be advantageous.
• Commitment to Accessibility: Recognized expertise in accessibility and inclusive design is a must, ensuring solutions cater to diverse customer needs.
• Portfolio Requirement: A comprehensive portfolio showcasing experience in building high-performing teams, applying scalable UCD methods, influencing strategy at a senior level, and delivering world-class digital experiences is a key application requirement.
• Hybrid Working Model: Candidates should be comfortable with a hybrid working approach, blending office collaboration with remote flexibility.

This role presents a compelling proposition for experienced design leaders seeking to shape the future of customer experience at a dynamic and influential organization. If you are passionate about creating seamless, inclusive, and impactful customer journeys, this opportunity is well worth exploring.