Head of Design

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

Overview

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.

As Head of Design in our Assisted 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 Assisted experiences. You’ll design experiences that power our advisors - the tools, workflows, and interfaces that help thousands of advisors serve millions of customers every day. You’ll ensure every moment, from call to chat to in-store visit, feels effortless, simple and connected - for both our people and our customers.

Reporting to the Director of Assisted Experience, you’ll sit at the heart of our Customer Experience Centre of Excellence, contributing to CX strategy and design leadership across UK & Ireland. From first-time visitors to long-term customers, you’ll help ensure every interaction reflects Sky’s brand and ambition to deliver outstanding customer experiences.

What you’ll do

• Lead and inspire a multi-disciplinary design team of Product and Service Designers, driving strategic transformation and delivering world-class, evidence-based, inclusive experiences across all of our assisted touch points.
• Define the vision for team growth and foster a culture that attracts, nurtures and retains top-tier design talent.
• Own the Assisted 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.

Minimum requirements

• Proven track record of leading large, multi-disciplinary teams to deliver world-class, award-winning experiences across complex ecosystems
• Expertise inend-to-end service design, journey mapping, and blueprinting
• 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.
• Familiarity withAI and contact-centre platforms(e.g., NICE, Genesys, or similar), and a passion for how AI can empower people and enhance experiences.
• 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.

Application Requirement

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

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

Livingston Watermark House

Our lively campus is a free shuttle bus away from Livingston South train station and the town centre. Plus there’s onsite parking available for cars, motorbikes and bicycles.

You’ll be well fed at our subsidised canteen, and you can keep in shape at our onsite gym – or play a game of pool or table tennis.

Inclusion

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.

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.