Design Lead, Assisted CX & Strategy

Sky; Livingston; Hybrid; GBP 125,000 - 150,000; Full time

Job summary

A leading media and entertainment brand in the UK seeks a Head of Design to lead a multi-disciplinary team and craft exceptional customer experiences. The role involves collaborating with various teams and embedding user research into design strategies. Candidates should have a strong background in service design, leadership experience, and familiarity with AI tools. This position offers a hybrid working environment based in Livingston.

Benefits

Sky Q

Exclusive rate for Sky Glass

Generous pension package

Private healthcare

Discounted mobile and broadband

Sky VIP rewards and experiences

Qualifications

• Proven track record of leading large, multi-disciplinary teams.
• Expertise in end-to-end service design.
• Strong experience shaping strategy at executive level.
• Advanced expertise in Figma and design systems.
• Experience defining KPIs and measuring CX impact.
• Familiarity with AI and contact-centre platforms.
• Recognised expertise in accessibility and inclusive design.
• Proven ability to build and grow senior design talent.

Responsibilities

• Lead a multi-disciplinary design team and drive strategic transformation.
• Define vision for team growth and foster an inclusive design culture.
• Own the Assisted CX strategy and elevate design standards.
• Embed research and user insights into design decisions.
• Partner with senior leaders to shape long-term plans.
• Define and monitor CX KPIs and integrate AI tools.

Skills

Leadership

Service Design

Journey Mapping

Figma

AI Platforms

Accessibility Design

Recognised expertise in accessibility and inclusive design

Building and growing senior design talent

Tools

Usertesting

Contentsquare

Adobe Analytics

Job description

A leading media and entertainment brand in the UK seeks a Head of Design to lead a multi-disciplinary team and craft exceptional customer experiences. The role involves collaborating with various teams and embedding user research into design strategies. Candidates should have a strong background in service design, leadership experience, and familiarity with AI tools. This position offers a hybrid working environment based in Livingston.