Lead Service Designer - Digital CX

Sky; England; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading media and entertainment brand in the UK is seeking a Lead Service Designer to drive service design across customer journeys. You will lead design teams and collaborate with cross-functional leaders to create engaging and accessible experiences. The role offers a hybrid working model based in London or Leeds, competitive rewards, and encourages an inclusive workplace.

Benefits

Generous pension package

Private healthcare

Discounts on mobile and broadband

Wide range of Sky VIP rewards

Qualifications

• Track record of leading service design and delivering impactful outcomes.
• Expert-level skills in journey mapping and service blueprinting.
• Advanced use of empathy maps and insight repositories.

Responsibilities

• Lead service design to improve multi-channel journeys.
• Drive strategic service design aligned with business goals.
• Define end-to-end strategies and experience principles.

Skills

Journey mapping

Service blueprinting

Stakeholder mapping

Workshop facilitation

Systems thinking

User research methods

Analytics tools

Storytelling

Resilience in fast-paced environments

Tools

Usertesting

Adobe Analytics

Job description

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 a Lead Service Designer in our digital customer experience team, you'll own the design of world‑class customer journeys and service models across sales and service experiences. You'll lead Service Design across Agile teams, drive service design strategy, and be accountable for outcomes that reflect our brand and meet customer needs.

Sitting within the Customer Experience Centre of Excellence, you'll contribute to CX strategy, design excellence, and performance across product roadmaps for the UK & Ireland. From joining Sky to engaging with our latest services, we're driven by one purpose: to create better experiences for our customers.

What you'll do

• Lead across a team of service designers to analyse, define, and improve end‑to‑end, multi‑channels journeys that meet diverse customer needs and align with accessibility standards.
• Drive strategic service design across portfolios, shaping journeys that align with business goals and championing the customer voice.
• Partner with cross‑functional leaders in Product, Design, Tech, Ops, and Architecture to deliver joined‑up, scalable service solutions that meet real user needs.
• Own the definition, evolution and adoption of service blueprints and journey maps across the customer lifecycle, and develop operational models that enable rather than restrict.
• Work with design leadership to evolve service design methods, improve design operations, and drive adoption of AI‑enhanced tools to improve service quality and efficiency.
• Define end‑to‑end strategies, experience principles, frameworks, customer journeys and CX KPIs that connect digital, assisted, and real‑world touchpoints with clarity and consistency.

What you'll bring

• Track record of leading service design and delivering impactful service design outcomes across large‑scale digital products, services, and operations.
• Expert‑level skills in journey mapping, service blueprinting, stakeholder mapping, workshop facilitation and systems thinking.
• Advanced use of journey maps, empathy maps, and insight repositories to embed customer needs throughout delivery.
• Mastery in accessibility, user research methods to understand customer problems and behaviours, and analytics tools (Usertesting, Adobe Analytics) to understand and improve journeys.
• Strong storytelling, stakeholder influence, and resilience in fast‑paced, evolving environments.

Portfolio

Interested? While applying, please include portfolio/content showing evidence of your experience across these four areas:

• People – Helping develop high‑performing teams.
• Process – Applying scalable UCD methods that drive measurable outcomes.
• Position – Influencing strategy and embedding design across an organisation.
• Product – Producing provable world‑class app‑first digital experiences (Outcomes & Impact).

The Rewards

• 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

The hybrid working expectations for this role are 3 days in the office per week.

At Sky, we want to be a community that thrives by being together. Flexible working remains a key part of that. We want our people to have the best of both worlds – time working at home, as well as time in the office.

Your office base

London (Osterley)

Our Osterley Campus is a 10‑minute walk from Syon Lane train station. Or you can hop on one of our free shuttle buses that run to and from Osterley, Gunnersbury, Ealing Broadway and South Ealing tube stations. There are also plenty of bike shelters and showers.

On campus, you'll find 13 subsidised restaurants, cafes, and a Waitrose. You can keep in shape at our subsidised gym, catch the latest shows and movies at our cinema, get your car washed, and even get pampered at our beauty salon.

OR Leeds

Our spacious Leeds tech hub is less than a mile from Leeds train station. There's plenty of parking in the surrounding streets and at the nearby CitiPark. Need a break? You can blow off steam over a game of pool or table tennis, and stay fit at our subsidised gym.

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 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.