Job Description

Want to do the best work of your life? With 24 million customers in 6 countries, make your mark at Europe’s leading media and entertainment brand. A workplace where you can proudly be yourself; our people make Sky a truly exciting and inclusive place to work.

As Head of Design in our Digital Customer Experience team, you’ll craft world-class customer journeys and build a thriving design team and culture. You’ll work in close partnership with Product, Technology, and Customer teams to transform digital experiences across Sky.com and the My Sky app, helping millions of customers self-serve, explore new products, and manage their accounts with ease.

Reporting to the Director of Digital Experience, you’ll sit at the heart of our Customer Experience Centre of Excellence, contributing to CX strategy and design leadership across the UK & Ireland. From first-time visitors to long-term customers, you’ll help ensure every digital interaction reflects Sky’s brand and ambition to deliver outstanding customer experiences.

What you’ll do:

• Lead and scale a multi-disciplinary design team including Product Designers, Content Designers & Service Designers, driving strategic transformation and delivering world-class, evidence-based, inclusive digital experiences across web and native platforms.
• Define the vision for team growth and foster a culture that attracts, nurtures and retain top-tier design talent.
• Shape front-to-back and end-to-end experiences across the customer lifecycle, using service blueprints, journey maps, and reusable service patterns
• Embed behavioural insights and research into every decision, ensuring customer needs are at the heart of design, strategy, and delivery.
• Partner with senior leaders across Product, Tech, and CX to shape long-term plans, secure executive buy-in, and scale experience maturity organisation-wide.
• Embed service design practices, define and monitor CX KPIs, streamline workflows, integrate AI and data tools, and ensure delivery accountability across all design outputs.

What you’ll bring:

• Proven track record of leading large, multi-disciplinary teams to deliver world-class, award-winning digital products and services across web and native platforms.
• Strong experience shaping strategy at executive level through compelling design rationale, vision storytelling, and data-driven recommendations.
• Advanced expertise in Figma, with proven ability to utilise & scale large design systems across complex digital ecosystems, and deep understanding of embedding research & data into design and product strategy via tools such as Usertesting, Contentsquare, and Adobe Analytics.
• Craft Excellence: Champion the highest standards of design quality, from interface & interaction design to content design, service orchestration and journey design.
• Experience defining KPIs, measuring CX impact, and driving evidence-based product outcomes.
• Recognised expertise in accessibility and inclusive design, with proven ability to create and champion solutions that meet diverse customer needs.
• Proven ability to build and grow senior design talent, driving team performance, skills progression, and succession planning.

Application Requirement:

Please include portfolio/content showing evidence of your experience across these four areas:

• People - Building high-performing teams.
• Process - Applying scalable UCD methods that drive measurable outcomes.
• Position - Influencing strategy and embedding design at senior level.
• Product - Producing provable world-class app–first digital experiences

The Rewards:

There's one thing people can't stop talking about when it comes to #LifeAtSky the perks. Here’s a taster:

• Sky Q, for the TV you love all in one place
• The magic of Sky Glass at an exclusive rate
• A generous pension package
• Private healthcare
• Discounted mobile and broadband
• A wide range of Sky VIP rewards and experiences

How you'll work:

We know the world has changed, and we want to offer our employees the chance to collaborate at our unique office spaces, whilst enjoying the convenience of working from home.

We've adopted a hybrid working approach to give more flexibility on where and how we work. You'll find out more about what this means for this role during the recruitment process.

Your office base:

Osterley

Our Osterley Campus is a 10-minute walk from Syon Lane train station. Or you can hop on one of our free shuttle buses that run to and from Osterley, Gunnersbury, Ealing Broadway and South Ealing tube stations. There are also plenty of bike shelters and showers.

On campus, you’ll find 13 subsidised restaurants, cafes, and a Waitrose. You can keep in shape at our subsidised gym, catch the latest shows and movies at our cinema, get your car washed, and even get pampered at our beauty salon.

OR

Leeds

Our spacious tech hub is less than a mile from Leeds train station. There’s plenty of parking in the surrounding streets and at the nearby CitiPark.

Need a break? You can blow off steam over a game of pool or table tennis, and stay fit at our subsidised gym.

Inclusion:

At Sky we don’t just look at your CV. We’re more focused on who you are and your potential. We also know that everyone has a life outside work, so we’re happy to discuss flexible working.

We are a Disability Confident Accredited Employer, and welcome and encourage applications from all candidates. We will look to ensure a fair and consistent experience for all and will make reasonable adjustments to support you where appropriate. Please flag any adjustments you need to your recruiter as early as you can.

Why wait?

Apply now to build an amazing career and be part of a brilliant team. We can’t wait to hear from you.

To find out more about working with us, search #LifeAtSky on social media. A job you love to talk about.

Just so you know: if your application is successful, we’ll ask you to complete a criminal record check. And depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer.