Lead Service Designer - Digital CX

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

Job summary

A leading media and entertainment brand in the UK is looking for a Lead Service Designer to enhance digital customer experiences. The role involves leading a team to analyze and improve customer journeys in alignment with business goals. Experience in service design and agile methodologies is essential. The position offers a hybrid work environment, allowing flexibility in location while contributing to a dynamic and inclusive workforce.

Benefits

Flexible working arrangements

Inclusive work environment

Qualifications

• Experience leading service design initiatives in digital environments.
• Strong analytical skills for customer journey analysis.
• Ability to work within Agile teams.

Responsibilities

• Lead service designers to improve customer journeys.
• Drive strategic service design across multiple portfolios.
• Contribute to customer experience strategy and design excellence.

Skills

Service Design

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...