Senior Change Analyst

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.

We have heaps of ambition and are focussed on delivering the best service in the country. As a Senior Change Analyst within Change and Projects, you’ll be playing your part in realising our ambition by designing and delivering key parts of our service transformation programmes and supporting the business landing key change initiatives.

As a Senior Change Analyst, you’ll use your analytical superpowers to support solution design and delivery of operational changes. You’ll be a dynamic and organised problem solver with leadership skills to deliver through others or to deliver on your own. You‘ll work with the Project team to lead the analysis on larger complex projects or programmes with accountability for all analysis and delivery activities from the initial ask through to implementation. We don’t walk away when the change hits the ground; this role requires tenacity and adaptiveness to ensure changes are embedded and optimised to secure the desired results and benefits

What you’ll do:

• Lead analysis for high profile, complex Service projects across Service Operations, Home Service & Digital.
• Identify upfront analysis requirements creating and managing the overall analysis plan and approach including future planning & ongoing iteration management of the plan.
• Lead analysis services at the initiation of projects including stakeholder identification, scope definition, benefit measures and operational impact assessments.
• Champion the customer, ensuring all change strives to improve customer experience.
• Work closely with senior stakeholders, fully understanding their business needs and providing concise and relevant updates to them.
• Role model, coach & mentor other analysts sharing your knowledge and experience.
• Play an active part to support and drive broader departmental initiatives, that together make Service, Change and Support people experience the best it can be.
• Delivery, or quality assurance of core business & change analysis including: Business requirements and/or User Stories (gathering, analysis, sign off), Problem identification / root cause analysis, Impact assessments, Process maps and Customer journeys, Stakeholder identification and management, Implementation support

What you’ll bring:

• Significant experience as a change / business analyst or equivalent role
• Experience in a role where you have had to improve CX or Business performance
• Evidence of leading and delivering through others with an ability to coach and mentor other analysts at all levels
• Evidence of working effectively with stakeholders at all levels
• Strong analytical and problem-solving skills
• Attention to detail
• Ability to see the bigger picture and how change will meet business goals
• Excellent relationship building approach, experienced in stakeholder management and working collaboratively with cross disciplined delivery teams
• Effective verbal and written communication skills including confidence in chairing, facilitating and presenting to all levels of stakeholders including HoD and Directors
• Knowledge of core Change Methodologies (i.e. Waterfall, Agile, ADKAR etc) and Project Lifecycles with practical experience of planning and analysis in Agile advantageous
• Ability to adapt your analysis approach quickly in a flexible and agile environment

Team overview:

In our Customer Service Group Team, we aim to offer the best customer service through our amazing people. Whether you’re a frontline colleague speaking to a customer, or one of brilliant support people, you’ll have the passion for creating great experiences for our people and our customers. We help connect our

customers to the products and entertainment that they love, and as part of our fast-paced team, no two days are the same.

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:

We are happy to accommodate the position at any UK Site

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.

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.