Head of Design reference: R0051253

Lead Design Innovation at Europe's Foremost Media and Entertainment Brand: Head of Design, Assisted Customer Experience

Are you a visionary design leader eager to shape the future of customer interactions? This opportunity at Sky presents a compelling chance to leave your indelible mark on a European leader in media and entertainment. With a vast customer base spanning 24 million individuals across six countries, you'll be instrumental in crafting world-class customer journeys that redefine assisted experiences.

This role is more than a position; it's an invitation to contribute to a workplace that champions authenticity, inclusivity, and the pursuit of exceptional work. As the Head of Design for Assisted Customer Experience, you will be at the nexus of innovation, working in close collaboration with Product, Technology, and Customer teams to transform how millions of customers are supported.

Key Advantages for Your Career Path:

• Impactful Leadership: You will lead and inspire a multi-disciplinary design team, driving strategic transformation and delivering high-quality, evidence-based, and inclusive experiences across all assisted touchpoints. This is a chance to mentor and grow talent, defining a culture that attracts and retains top-tier designers.
• Strategic Influence: This role offers significant scope to shape the Assisted CX strategy for your portfolios, elevate design standards across visual, content, and architecture, and influence the evolution of Sky's design system for maximum consistency and scalability. Your expertise will directly impact long-term plans and secure executive buy-in.
• Innovation Hub: You'll be at the heart of Sky's Customer Experience Centre of Excellence, contributing to overarching CX strategy and design leadership for the UK & Ireland. The role encourages the integration of AI and data tools to streamline workflows and enhance customer outcomes.
• Customer-Centric Focus: A core tenet of this position is embedding deep user insights and research into every decision. You will ensure that customer needs are paramount, guiding the design of tools, workflows, and interfaces that empower advisors to serve millions with ease and efficiency.
• Career Development & Recognition: Sky is committed to fostering a culture of continuous learning and growth. This role provides the opportunity to build and grow senior design talent, driving team performance, skills progression, and succession planning.
• Exceptional Perks: Beyond the professional growth, #LifeAtSky offers a comprehensive suite of benefits, including access to Sky Q, discounted Sky Glass, a generous pension, private healthcare, discounted mobile and broadband, and a variety of Sky VIP rewards.

Key Considerations for Candidates:

• Proven Leadership in Complex Ecosystems: A strong track record of leading large, multi-disciplinary teams to deliver award-winning experiences within complex digital environments is essential.
• Strategic Vision and Executive Influence: Candidates must demonstrate the ability to shape strategy at an executive level, articulating vision through compelling design rationale, storytelling, and data-driven recommendations.
• Advanced Design Tool Expertise: Proficiency in Figma and a proven ability to utilize and scale large design systems across complex ecosystems are critical. Familiarity with user research and data analysis tools (e.g., Usertesting, Contentsquare, Adobe Analytics) is highly valued.
• Data-Driven Outcomes: Experience in defining KPIs, measuring CX impact, and driving product outcomes based on evidence is a core requirement.
• AI and Contact Centre Familiarity: An understanding of AI and contact-centre platforms (e.g., NICE, Genesys, or similar) and a passion for how AI can empower people and enhance experiences will be a significant advantage.
• Commitment to Inclusivity: Recognized expertise in accessibility and inclusive design is vital, with a proven ability to champion solutions that cater to diverse customer needs.
• Portfolio Evidence: Candidates are required to present a portfolio showcasing their experience in four key areas: People (team building), Process (scalable UCD methods), Position (strategic influence), and Product (world-class digital experiences).
• Hybrid Working Model: Sky embraces a hybrid working approach, offering flexibility in where and how work is done. Further details will be provided during the recruitment process.

This Head of Design position offers an unparalleled opportunity for a talented and ambitious individual to shape the future of customer experience at a leading global brand. If you are driven by innovation, passionate about user-centric design, and ready to lead a high-performing team, this role promises significant professional fulfillment and career advancement.