Lead Service Designer - Digital CX

Sky; Slough; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading media and entertainment brand is looking for a Lead Service Designer to enhance digital customer experiences. This role involves leading service design across Agile teams and driving the strategy to create world-class customer journeys. You will be responsible for analyzing and improving multi-channel experiences while aligning them with accessibility standards. The position is hybrid, based in either Osterley or Leeds in the UK.

Qualifications

• Experience leading service design teams and projects.
• Strong understanding of customer journey mapping.
• Proven track record in Agile environments.

Responsibilities

• Lead a team of service designers to improve customer journeys.
• Drive service design strategy aligned with business goals.
• Contribute to CX strategy and design excellence.

Skills

Service design

Agile methodologies

Customer experience strategy

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...