Associate Customer Experience Analyst

We don’t just believe in better. We make it happen.  

Better content. Better products. And better careers.  

Working in Tech, Product or Data at Sky is about building the next and the new. From broadband to broadcast, streaming to mobile, Sky Stream to Sky Glass, we never stand still. We optimise and innovate. We turn big ideas into the products, content and services millions of people love. And we do it all right here at Sky. 

Role/Team overview 

Join Sky’s Advertising Technology team as a Customer Experience Associate, supporting the understanding, measurement and improvement of customer experiences across our advertising platforms and services.

This role is ideal for someone early in their Customer Experience or analysis career, with an interest in customer insight, journey mapping and evidence‑based decision‑making. You will work closely with analysts, designers, product and operational teams to ensure customer needs are well understood and reflected in delivery decisions.

Content Technology and Innovation 

Our Content Technology and Innovation team delivers high-quality content to homes, customer devices, businesses and commercial partners across our European markets. With over 2500 colleagues from around the world, we combine our strategic insights, engineering know-how and operational excellence to use the most innovative technologies to create and distribute our award-winning content. 

What you’ll do 

• Collect and analyse feedback — support surveys, service data reviews and qualitative insight gathering 

• Document customer journeys — map end‑to‑end experiences, highlighting pain points and opportunities 

• Maintain CX artefacts — keep journey maps, personas and insight summaries up to date 

• Contribute to CX reporting — support performance tracking and insight communication 

• Support insight workshops — help run sessions that bring customer evidence to delivery teams 

• Track customer themes — organise issues, patterns and supporting evidence for prioritisation 

• Translate insight into action — work with senior CX colleagues to shape clear, actionable outputs 

• Support product and solution design — collaborate with Product, Architecture and business stakeholders 

• Develop CX capability — build skills and confidence through coaching and hands‑on learning 

What you’ll bring  

Essential Criteria  

• Some experience in customer experience, analysis, research or a related discipline 

• Stakeholder management and communication skills 

• Interest in understanding customer needs, behaviours and pain points 

• Basic analytical skills and confidence working with data and insight 

• Strong attention to detail and ability to organise information clearly 

• Good written and verbal communication skills 

Desirable skills and experience:  

• Degree or equivalent experience desirable but not essential 

• Familiarity with tools such as Excel, PowerPoint or Survey tools is beneficial 
   

Benefits and perks 

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

• Free Sky TV or NOW package, including Sky Sports and Sky Cinema   
• Pension package with up to 9% employer contribution
• Private healthcare with mental health support 
• Aviva Digital GP and dental insurance 
• Discounts on Sky products, including Sky Mobile, Sky Broadband, Sky Glass and Sky Protect  
• Sharesave and Tech schemes 
• A range of Sky VIP rewards and experiences  

How you’ll work 

We've adopted a hybrid working approach to give more flexibility on where and how we work. The hybrid working expectations for this role are 2 days in the office per week. 

Your office base  

Osterley

Our Sky Group HQ. Equipped with state-of-the-art technology and workspaces, there’s plenty of space to see your big ideas come to life. Here you’ll find 13 subsidised restaurants and cafes. You can re-energise at our gym, catch the latest films at our cinema, get your car washed and even get pampered at our beauty salon.  

Our Osterley Campus is just a 10-minute walk from Syon Lane train station, or you can get one of our free shuttle buses from Osterley, Gunnersbury and Ealing Broadway stations. Plus, there’s free onsite parking available for cars, motorbikes and bicycles. 

Who we are 

We’re Sky, a leading media and entertainment company who connect millions with entertainment, sports, news and arts through innovative products and services. Working with us means you’ll be bringing the joy of a better experience to more people, every day. All so we can do better and deliver better for our customers, colleagues and society.

We’re an equal opportunity employer and value diversity at our company. We're 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 as early as you can. 

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.  

To be eligible for this role you are required to have the appropriate right to work in the UK. Please be aware Sky does not offer sponsorship for this position.

To find out more about working with us, search #LifeAtSky on social media.