Lead Service Designer

Lead Service Designer - Digital CX at Sky Location for this position is flexible; we are accepting candidates who can work Hybrid in either our Osterley or Leeds office. With 24 million customers across six countries, Sky is Europe’s leading media and entertainment brand. We offer an inclusive workplace where you can be your authentic self. Summary As a Lead Service Designer in our digital customer experience team, you will own the design of world‑class customer journeys and service models across sales and service experiences. You will lead Service Design across Agile teams, drive strategy, and be accountable for outcomes that reflect our brand and meet customer needs. What You’ll Do Lead a team of service designers to analyse, 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 Product, Design, Tech, Ops, and Architecture teams to deliver joined‑up, scalable service solutions that meet real user needs. Own the definition, evolution, and adoption of service blueprints and journey maps across the customer lifecycle, and develop operational models that enable rather than restrict. Work with design leadership to evolve service design methods, improve design operations, and drive adoption of AI‑enhanced tools to improve service quality and efficiency. Define end‑to‑end strategies, experience principles, frameworks, customer journeys, and CX KPIs that connect digital, assisted, and real‑world touchpoints with clarity and consistency. What You’ll Bring Track record of leading service design and delivering impactful outcomes across large‑scale digital products, services, and operations. Expert‑level skills in journey mapping, service blueprinting, stakeholder mapping, workshop facilitation, and systems thinking. Advanced use of journey maps, empathy maps, and insight repositories to embed customer needs throughout delivery. Mastery in accessibility, user research methods to understand customer problems and behaviours, and analytics tools (UserTesting, Adobe Analytics) to understand and improve journeys. Strong storytelling, stakeholder influence, and resilience in fast‑paced, evolving environments. Portfolio While applying, please include portfolio/content showing evidence of your experience across these four areas: People – Helping develop high‑performing teams. Process – Applying scalable UCD methods that drive measurable outcomes. Position – Influencing strategy and embedding design across an organisation. Product – Producing provable world‑class app‑first digital experiences (Outcomes & Impact). The Rewards Sky Q, for the TV you love all in one place. The magic of Sky Glass at an exclusive rate. A generous pension package. Private healthcare. Discounted mobile and broadband. A wide range of Sky VIP rewards and experiences. How You’ll Work Hybrid working expectations for this role: 3 days in the office per week. Your Office Base London (Osterley) Leeds 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 subsidised restaurants, cafes, a Waitrose, a gym, a cinema, and a beauty salon. Our Leeds tech hub is less than a mile from Leeds train station. Plenty of parking, a subsidised gym, and recreational facilities for a balanced work life. Inclusion At Sky we are focused on who you are and your potential, not just your CV. We welcome and encourage applications from all candidates, including those with a disability. We are a Disability Confident Accredited Employer and will make reasonable adjustments to support you where appropriate. Please flag any adjustments you need to your recruiter early. Why Wait? Apply now to build an amazing career and be part of a brilliant team. We can’t wait to hear from you. To find out more about working with us, search on social media. A job you love to talk about. Just so you know: if your application is successful, we’ll ask you to complete a criminal record check. Depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer. #J-18808-Ljbffr