Customer Experience Enablement Specialist

Sky; Hounslow; Hybrid; GBP 28,000 - 55,000; Full time

Benefits offered by this job

Free NOW package including Sky Sports

Pension up to 9%

Private healthcare with mental health

Aviva Digital GP and dental insurance

Discounts on Sky products

Sharesave and Tech schemes

Sky VIP rewards

Job summary

Sky is seeking a Customer & Colleague Enablement professional to drive faster adoption of new tools and processes. The role supports frontline teams, coaches, and campaigns with a focus on customer insights and improved journeys.

The position is hybrid with 2 days in the office per week, based in the UK. You will partner across Sales Ops, Compliance, Technology and frontline teams to deliver change that sticks and enhances customer experiences.

Qualifications

• Strong communication and engagement skills with the ability to influence at all levels.
• Experience using customer insight to drive change and improvements.
• Proven track record to embed behaviour change and new ways of working in frontline teams.

Responsibilities

• Drive engagement and adoption of new tools, processes and products across Sales Operations.
• Create and deliver plans that land key customer insight and process changes in collaboration with Sales operations.
• Support frontline coaching, recognition, and learning activities aligned to customer strategy and plan.
• Deliver feedback loops and hold focus groups to surface customer/advisor experience themes.
• Champion the use of the conversational behavioural framework across the operational estate ensuring it's embedded through everyday activity.
• Support onboarding plans and capability development for new starters across campaigns in collaboration with Learning and Sales operations.

Skills

Communication skills

Customer insight

Behaviour change

Engagement strategy

Team player

Tools

CRM systems

Job description

Sky is seeking a Customer & Colleague Enablement professional to drive faster adoption of new tools and processes. The role supports frontline teams, coaches, and campaigns with a focus on customer insights and improved journeys.

The position is hybrid with 2 days in the office per week, based in the UK. You will partner across Sales Ops, Compliance, Technology and frontline teams to deliver change that sticks and enhances customer experiences.