Head of Design, Sky

Portfolios - CX

Salary not provided

Figma

Senior and Expert level

Leeds

London

Broadband and telecommunications company

Be an early applicant

Broadband and telecommunications company

1001+ employees

B2CB2BEntertainmentTelecommunicationsMedia

Be an early applicant

Salary not provided

Figma

Senior and Expert level

Leeds

London

1001+ employees

B2CB2BEntertainmentTelecommunicationsMedia

Company mission

To connect people with the very best entertainment, sports, news, arts and local, original content.

Job

Company

Role

Who you are

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 Usertesting, Contentsquare, and Adobe Analytics
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

What the job involves

As Head of Design in our Digital Customer Experience team, you’ll craft world-class customer journeys and build a thriving design team and culture
You’ll work in close partnership with Product, Technology, and Customer teams to transform digital experiences across Sky.com 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’ll 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’ll 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, 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 retain top-tier design talent
Own the digital CX strategy for your portfolios, elevate design standards across visual, content, and architecture, and lead the evolution of Sky design system for consistency and scalability
Embed behavioural insights and user 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
Define and monitor CX KPIs, streamline workflows, integrate AI and data tools, and ensure delivery accountability across all design outputs

Application process

Please include portfolio/content showing evidence of your experience across these four areas:
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

Our take

Sky formed through the merger of Sky Television and British Satellite Broadcasting in 1990, making it the UK's largest pay-TV company. After the acquisition of Sky Italia and Sky Deutschland in 2014, Sky Group was formed, transforming the UK company into Europe's leading entertainment and media group.

With the recent success of their original content, Sky doubled their investment into this space by 2024 with a brand new movie and TV studio being built. This is expected to create an additional £3 billion of production investment in UK creative sector in the first five years alone.

Sky's streaming service, Now TV, was launched in 2012 to compete with the rising tide of Netflix and, more recently, with Amazon's Prime Video. With pay-TV subscriptions dropping and the video streaming industry expected to grow by a further 20% by 2027, Sky has remained competitive by offering a range of deals, partnering with Netflix, and developing its own TV - Sky Glass, as it aims to keep up with consumer trends.