Lead Service Designer - Digital CX

Sky; Lee; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading media and entertainment brand in the United Kingdom is seeking a Lead Service Designer to drive the design of world-class customer journeys for its digital customer experience team. You will lead service design initiatives across Agile teams, aligning them with business goals while ensuring they meet diverse customer needs. A strong background in service design and customer experience principles is essential for success in this role, which offers a hybrid work model between offices in Osterley and Leeds.

Qualifications

• Experience in leading service design teams and projects.
• Strong understanding of customer experience principles and methodologies.
• Ability to work in Agile environments and manage stakeholders.

Responsibilities

• Lead service designers to enhance multi-channel customer journeys.
• Drive service design strategy aligned with business goals.
• Contribute to CX strategy and design excellence for the UK & Ireland.

Skills

Service design strategy

Agile methodologies

Customer journey mapping

Accessibility standards

Job description

Job Description

Location for this position is flexible, we are accepting candidates who are able to work Hybrid in either our Osterley or Leeds office.

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 custom...