Head of Design reference: R0051376

This role presents a compelling opportunity for an experienced design leader to make a significant impact at a leading European media and entertainment brand. As Head of Design for the Assisted Customer Experience team, you will be instrumental in shaping how millions of customers interact with Sky's services through various touchpoints, from initial contact to ongoing support.

Key Advantages for Candidates:

• Strategic Influence and Impact: This position offers a high degree of strategic ownership. You'll define the vision for the Assisted CX design team, influence CX strategy across the UK & Ireland, and directly contribute to the evolution of Sky's design system. Your work will directly impact the experience of 24 million customers.
• Leadership and Team Development: You will lead and inspire a multi-disciplinary design team, fostering a culture that attracts, nurtures, and retains top talent. This is an opportunity to build and grow a high-performing team and mentor emerging design leaders.
• Innovation and Technology Integration: The role encourages the integration of cutting-edge technologies like AI into customer service workflows, offering a chance to explore and implement innovative solutions that enhance both advisor efficiency and customer satisfaction.
• Comprehensive Customer Experience Ownership: You'll have the opportunity to own end-to-end customer journeys, ensuring every interaction is seamless, simple, and connected. This includes designing tools and interfaces for advisors, directly empowering them to serve customers better.
• Commitment to Inclusivity and Accessibility: Sky's dedication to being a Disability Confident Employer and their emphasis on recognizing potential over just CVs highlight a commitment to a truly inclusive work environment. You'll be empowered to champion accessibility and inclusive design practices.
• Attractive Employee Benefits: Beyond the professional challenges, candidates can look forward to a generous package of perks, including access to Sky Q and Sky Glass, a robust pension plan, private healthcare, and various Sky VIP rewards.
• Flexible Working Environment: The adoption of a hybrid working approach offers flexibility in balancing office collaboration with the convenience of remote work, catering to modern work-life integration needs.

Key Considerations for Candidates:

• Breadth of Experience Required: The role demands a proven track record of leading large, multi-disciplinary teams and expertise in end-to-end service design, journey mapping, and blueprinting. Candidates should be prepared to demonstrate this through their portfolio.
• Strategic Vision and Executive Engagement: Strong experience in shaping strategy at an executive level is crucial. This includes the ability to articulate a compelling design vision, use storytelling effectively, and present data-driven recommendations to secure buy-in from senior stakeholders.
• Technical Proficiency and Tooling: Advanced expertise in design tools like Figma and a deep understanding of design systems are essential for scaling design across a complex ecosystem. Familiarity with user research and analytics tools such as Usertesting, Contentsquare, and Adobe Analytics is also critical.
• Understanding of AI and Contact Centre Platforms: While not strictly mandatory, familiarity with AI and contact centre platforms will be a significant advantage, given the focus on empowering advisors and enhancing experiences through technology.
• Portfolio Emphasis: The application explicitly requires a portfolio demonstrating experience in People (team building), Process (UCD methods), Position (strategic influence), and Product (world-class digital experiences). Candidates should curate their submissions to clearly highlight these areas.
• Data-Driven Approach: The role emphasizes measuring CX impact and driving evidence-based product outcomes. Candidates comfortable with defining and monitoring KPIs and integrating data into design decisions will thrive.
• Criminal Record Check: Be aware that a successful application will involve a criminal record check, and the offer may be withdrawn depending on the nature of any convictions.

For ambitious design leaders seeking to drive transformative change within a dynamic and customer-centric organization, this Head of Design position offers a unique platform to leave a lasting legacy and achieve career-defining work. The emphasis on leadership, strategic influence, and cutting-edge technology, combined with a supportive and inclusive culture, makes this a truly exciting opportunity.