Senior Digital Experience Manager

"The Senior digital experience manager will be responsible for driving industry leadership in CX and will report directly to the head of digital disruption and transformation with in the digital at Sky. The Senior DXM will champion the customer voice in digital, by working to drive continuous improvements in all our channels. They will have an end-to-end lens on key journeys, be the go-to/ subject matter expert on all things that impact on those journeys and collaboratively work across the Sky organisation to stimulate and drive improvement." - Head of Transformation

What you'll do:

• Create a strategy for the best in class CX by implementing and building awareness in service design and design thinking methodologies.
• Takes accountability for mapping and owning end-to-end journeys and the associated insights and analysis that will show the customers throughput journey and highlight points of pain and delight.
• Facilitate customer journey and design thinking workshops/working groups with key stakeholders from across the business to enable customer journeys to be developed and improved.
• Ensuring development and implementation of best practice framework/methodology for improving the customer journey.
• Be accountable for translating customer needs and business goals into compelling interactive customer journeys and subsequent business requirements
• Play a significant role as the main point of contact from the transformation team for product owners and digital team members on developing a human centred approach
• Define the success criteria across the journey in readiness for trial and testing prior to launch. Set and manage KPIs across journeys to set improvement targets
• Create a set of customer experience measures and take learnings to continuously improve the experience across the customer journey lifecycle
• Define and drive implementation of processes with delivery teams to improve and enhance customer interactions across various products, platforms & systems
• Together with Product Owner, influences prioritisation of testing roadmap through balancing customer and business requirements. Ensure winning tests are rolled out in a timely manner, and takes learnings from failed tests to inform future hypotheses and developments

What you'll bring:

• Expertise in using design thinking methodologies to create customer journeys, storyboards, service design blueprints to bring the customer experience to life
• Be comfortable working in a matrix, complex delivery focused organisation – and ideally exposure to a fledgling or start-up business environment
• Experience in planning, prioritizing, documenting and leading development of customer experience elements across product, operations & support disciplines
• The ability to deliver through relationships - gets things done by reaching out to others and communicating openly
• Tireless and results driven mentality, able to continually critique and optimise customer journeys with a positive mind-set
• Ability to decipher data quickly, and make decisions supported by this analysis
• 5+ years of relevant experience working in a customer led environment with expertise in Digital, and CX
• Detail oriented and analytical in Customer journey mapping and customer-led design

Customer Service Group

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 a reason people can't stop talking about #LifeAtSky. Our great range of rewards really are something special, here are just a few:

• Sky Q, for the TV you love all in one place
• A generous pension package
• Private healthcare
• Discounted mobile and broadband
• Access a wide range of exclusive 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:Leeds or OsterleyInclusion:

We take pride in our approach to diversity and inclusion: we’ve been recognised by The Times and Stonewall for this, and we’ve committed £30million to support the fight against racial injustice. We’ve also set ambitious targets for increasing ethnic diversity and representation throughout our organisation.

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 are happy to support flexible working!

And we'll do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you.

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.