Head of Design reference: R0051253

This Head of Design opportunity within Sky's Assisted Customer Experience team presents a compelling proposition for seasoned design leaders looking to make a significant impact on a global scale. As Europe's leading media and entertainment brand, Sky offers a dynamic environment where innovation and customer-centricity are paramount.

Key Advantages for Potential Candidates:

• Transformative Impact: You will be instrumental in crafting world-class customer journeys and empowering thousands of advisors who serve millions of customers daily. This role offers the chance to directly influence the seamlessness and simplicity of every customer interaction across various channels like calls, chats, and in-store visits.
• Strategic Leadership: Reporting to the Director of Assisted Experience, you'll be at the core of the Customer Experience Centre of Excellence. This position involves contributing to overarching CX strategy and providing design leadership across the UK & Ireland, ensuring every customer touchpoint reflects Sky's brand and commitment to outstanding experiences.
• Team Building and Culture: A significant aspect of this role is building and nurturing a thriving design team and culture. You will define the vision for team growth, attracting, developing, and retaining top design talent, fostering an inclusive and exciting workplace.
• Cross-Functional Collaboration: The role emphasizes close partnership with Product, Technology, and Customer teams. This collaborative environment allows for holistic transformation and the opportunity to shape long-term plans by influencing senior stakeholders across departments.
• Innovation and Technology Integration: You'll have the opportunity to explore and integrate AI and data tools to streamline workflows and enhance customer experiences. Familiarity with contact-centre platforms is a plus, highlighting a forward-thinking approach to customer service.
• Commitment to Inclusion and Accessibility: Sky's dedication to being a Disability Confident Accredited Employer and their focus on potential over just CVs underscores a genuine commitment to diversity and inclusion. Recognized expertise in accessibility and inclusive design is actively sought, allowing you to champion solutions for diverse customer needs.
• Exceptional Benefits and Perks: Beyond the professional growth, Sky offers an attractive package of benefits, including access to Sky Q and Sky Glass, a generous pension, private healthcare, and a wide array of Sky VIP rewards and experiences.

Key Considerations for Candidates:

• Proven Leadership of Multi-disciplinary Teams: The description strongly emphasizes a proven track record in leading large, multi-disciplinary design teams. Candidates should be ready to showcase their experience in driving strategic transformation and delivering award-winning experiences.
• Strategic Vision and Executive Influence: A critical requirement is the ability to shape strategy at an executive level through compelling design rationale, vision storytelling, and data-driven recommendations.
• Technical Proficiency and Design System Expertise: Advanced expertise in tools like Figma and a proven ability to utilize and scale large design systems across complex digital ecosystems are essential. Deep understanding of embedding research and data through tools like Usertesting, Contentsquare, and Adobe Analytics is also expected.
• Data-Driven Decision Making: Candidates must demonstrate experience in defining KPIs, measuring CX impact, and driving evidence-based product outcomes.
• Portfolio Requirements: The application specifically requests a portfolio or content demonstrating experience across four key areas: People (building high-performing teams), Process (applying scalable UCD methods), Position (influencing strategy), and Product (delivering world-class digital experiences). Thorough preparation in these areas is crucial.
• Hybrid Working Approach: While offering flexibility, candidates should be aware of and comfortable with Sky's hybrid working model. The specifics for this role will be discussed during the recruitment process.
• Criminal Record Check: Be prepared for a criminal record check as part of the application process if successful.

This Head of Design role is an exceptional opportunity for a motivated and experienced professional to shape the future of customer experience at a leading global brand. If you are passionate about user-centric design, possess strong leadership capabilities, and are eager to drive innovation in a dynamic entertainment landscape, this position offers a platform for significant career advancement and the chance to do your best work.