Lead Service Designer - Digital CX

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.  

Location for this position is flexible, we are accepting candidates who are able to work Hybrid in either our Osterley or Leeds office.

Role/Team overview  

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 a Lead Service Designer in our digital customer experience team, you’ll own the design of world-class customer journeys and service models across sales and service experiences. You’ll lead Service Design across Agile teams, drive service design strategy, and be accountable for outcomes that reflect our brand and meet customer needs.

Sitting within the Customer Experience Centre of Excellence, you’ll contribute to CX strategy, design excellence, and performance across product roadmaps for the UK & Ireland. From joining Sky to engaging with our latest services, we’re driven by one purpose: to create better experiences for our customers.

What you’ll do:

• Lead across a team of service designers to analyse, define, and improve end-to-end, multi-channels journeys that meet diverse customer needs and align with accessibility standards.

• Drive strategic service design across portfolios, shaping journeys that align with business goals and championing the customer voice.

• Partner with cross-functional leaders in Product, Design, Tech, Ops, and Architecture to deliver joined-up, scalable service solutions that meet real user needs.

• Own the definition, evolution and adoption of service blueprints and journey maps across the customer lifecycle, and develop operational models that enable rather than restrict.

• Work with design leadership to evolve service design methods, improve design operations, and drive adoption of AI-enhanced tools to improve service quality and efficiency.

• Define end-to-end strategies, experience principles, frameworks, customer journeys and CX KPIs that connect digital, assisted, and real-world touchpoints with clarity and consistency.

What you'll bring:

• Track record of leading service design and delivering impactful service design outcomes across large-scale digital products, services, and operations.

• Expert-level skills in journey mapping, service blueprinting, stakeholder mapping, workshop facilitation and systems thinking.

• Advanced use of journey maps, empathy maps, and insight repositories to embed customer needs throughout delivery

• Mastery in accessibility, user research methods to understand customer problems and behaviours, and analytics tools (Usertesting, Adobe Analytics) to understand and improve journeys.

• Strong storytelling, stakeholder influence, and resilience in fast-paced, evolving environments.

Portfolio:
Interested? While applying, please include portfolio/content showing evidence of your experience across these four areas:

1. People - Helping develop high-performing teams.
2. Process - Applying scalable UCD methods that drive measurable outcomes.
3. Position - Influencing strategy and embedding design across an organisation.
4. Product - Producing provable world-class app–first digital experiences (Outcomes & Impact) 

If you don’t have a formal portfolio, don’t worry links, slide decks, case studies or short write‑ups are all welcome. Choose whatever best tells the story of your contribution. But we do need to understand the process, the user needs, business goals, design changes based on evidence gathered, and customer outcomes & business impact

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 3 days in the office per week.  

Your office base

- London (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 Leeds 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.

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.