Job Description

Location: Hybrid; required presence at either the Osterley or Leeds office. 3 days in the office per week.

Lead Service Designer for Sky’s Digital Customer Experience team, responsible for designing world‑class customer journeys and service models across sales and service experiences. Owns service design strategy across Agile teams and accounts for outcomes aligning with brand and customer needs.

Responsibilities

• Lead a team of service designers to analyze, define, and improve end‑to‑end, multi‑channel 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 champion the customer voice.
• Partner with cross‑functional leaders in Product, Design, Tech, Ops, and Architecture to deliver joined‑up, scalable service solutions that meet real user needs.
• Own the definition, evo...