Product Owner - Digital Knowledge - 12 month FTC

Sky; Isleworth; Hybrid; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Free NOW subscription

Generous pension package

Private healthcare

Discounts at over 800 retailers

Job summary

A leading media company in the UK seeks a Product Owner for Digital Knowledge to drive strategy and improvements for customer experience. The ideal candidate will have proven product ownership experience, particularly in digital knowledge or customer experience, and will work closely with engineering and content teams. This full-time role emphasizes innovation, collaboration, and leveraging data-driven insights to enhance usability and effectiveness of knowledge solutions.

Qualifications

• Proven experience in product ownership with digital knowledge or customer experience domains.
• Hands-on experience with CMS and knowledge lifecycle management.
• Experience with AI-driven solutions like chatbots and generative systems.

Responsibilities

• Own the Digital Knowledge Product Vision and define a strategy to improve customer experience.
• Continuously assess knowledge content and run data-driven experiments.
• Lead the knowledge setup for Generative AI solutions.

Skills

Product Ownership

Digital Knowledge Management

Customer Experience Management

Agile Methodologies

Stakeholder Management

Tools

CMS

Experimentation Platforms

Job description

Product Owner – Digital Knowledge – 12 month FTC

Join to apply for the Product Owner – Digital Knowledge – 12 month FTC role at Sky.

We believe in better. And we make it happen. Better content, better products, and better careers. Working in Tech, Product or Data at Sky is about building the next and the new. From broadband to broadcast, streaming to mobile, SkyQ to Sky Glass, we never stand still. We optimise and innovate. We turn big ideas into the products, content and services millions of people love. And we do it all right here at Sky.

What You’ll Do

• Own the Digital Knowledge Product Vision – define and deliver a strategy that optimises the knowledge base to improve customer experience (CX) and increase containment rates.
• Review and experiment – continuously assess knowledge content across markets, running data‑driven experiments to enhance usability, accuracy, and effectiveness.
• Define and implement the Knowledge Playbook – establish best practices and governance for knowledge creation, maintenance, and usage across all territories.
• Lead Knowledge set‑up for GenAI – ensure the knowledge base becomes the trusted golden source for Generative AI solutions, enabling accurate and consistent responses.
• Collaborate with NextGen teams – partner on identifying, piloting, and scaling GenAI tools that assist content editors in creating and maintaining knowledge (both assisted and automated workflows).
• Facilitate cross‑team delivery – work closely with engineering, content, and AI teams to deliver functional, compliant and performant solutions.
• Champion innovation – drive continuous improvement and experimentation in knowledge management, leveraging emerging technologies and methodologies.
• Influence Peacock, NOW, Showmax and SkyShowtime help centres, plus customer‑care tooling across UK and international markets.

What You’ll Bring

• Proven experience in Product Ownership – experience within digital knowledge, content management or customer experience domains (ideally in media streaming or digital service environments).
• Hands‑on experience with CMS and knowledge lifecycle management, including search capabilities (relevancy tuning, metadata, keyword optimisation).
• Experience with AI‑driven solutions such as content generation, chatbots, LLM retrieval or generative answer systems.
• Familiarity with customer‑care operations and how knowledge impacts containment and resolution.
• Proficiency in experimentation platforms (e.g., Optimizely) and a data‑driven mindset for analysis and optimisation of CX and operational metrics.
• Excellent stakeholder management and communication skills, with the ability to influence across markets and cross‑functional Agile teams.
• Experience working in Agile environments, collaborating with delivery teams to deliver high‑quality, customer‑centric solutions.
• Integrity and commitment to delivering innovative, customer‑focused outcomes.

Team Overview

The Group Digital Product team works on brilliant products like NOW and Peacock. We are agile, collaborative, data‑driven and diverse. Our team builds software that has a global stage and delivers exceptional customer experiences across all channels.

Global Streaming Product

Our core engine creates streaming products that delight customers worldwide, from sub‑Saharan Africa to New York. We work closely with design, technology and business to create unforgettable experiences.

The Rewards

• Access to free NOW for streaming your favourite shows.
• A generous pension package.
• Private healthcare.
• Discounts and cashback at over 800 retailers.

Inclusion & How You’ll Work

We are a Disability Confident Employer and welcome applications from all candidates. We will 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 early.

We embrace hybrid working, splitting time between unique office spaces and the convenience of working from home. Details will be provided later in the recruitment process.

Your Office Space – Osterley

Our Osterley Campus is a 10‑minute walk from Syon Lane train station. Shuttle buses run to and from Osterley, Gunnersbury, Ealing Broadway and South Ealing tube stations. There are bike shelters and showers.

On campus, you’ll find 13 subsidised restaurants, cafes, a Waitrose, a subsidised gym, a cinema, a car wash and a beauty salon.

We’d Love to Hear from You

Inventive, forward‑thinking minds come together to work in Tech, Product and Data at Sky. It’s a place to explore what if, how far and what next. We embrace differences, support our community and contribute to a sustainable future for our business and the planet.

If you believe in better, we’ll back you all the way.

Just so you know: if your application is successful, we’ll ask you to complete a criminal record check. Depending on the role you applied for and the nature of any convictions, we may have to withdraw the offer.

Job Details

Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Product Management and Marketing
Industries: Broadcast Media Production and Distribution