Lead Service Designer - Digital CX

Sky; Sunninghill; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

A leading media and entertainment brand in the UK seeks a Lead Service Designer to enhance digital customer experiences. This role includes leading service design across Agile teams and driving strategy for customer journeys. The successful candidate will focus on improving engagement and satisfaction for customers, ensuring accessibility standards are met while aligning with business goals. This position offers hybrid working arrangements between their offices in Osterley and Leeds.

Qualifications

• Experience leading service design teams.
• Strong understanding of customer journey mapping.
• Proficiency in Agile methodologies.

Responsibilities

• Lead service designers to improve end-to-end customer journeys.
• Drive service design strategy and accountability for outcomes.
• Contribute to CX strategy and performance across product roadmaps.

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...