Head of Design; X-Product

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 will craft world‑class customer journeys and build a thriving design team and culture. You will work closely with Product, Technology, and Customer teams to transform digital experiences across 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 will 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 will help ensure every digital interaction reflects Sky’s brand and ambition to deliver outstanding customer experiences.

• 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 retains 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.

• 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 User Testing, Contentsquare and Adobe Analytics.
• 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.

• 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.

• Sky Q – 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.

We know the world has changed and want to offer employees the chance to collaborate in our unique office spaces while enjoying the convenience of working from home. We have adopted a hybrid working approach to give more flexibility on where and how we work – details will be discussed during the recruitment process.

Osterley
Our Osterley Campus is a 10‑minute walk from Syon Lane train station. Free shuttle buses run to and from Osterley, Gunnersbury, Ealing Broadway and South Ealing tube stations, and there are ample bike…