Head of Design Operations

Head of Design Operations – Digital Customer ExperienceIs this the next step in your career Find out if you are the right candidate by reading through the complete overview below.With 24 million customers across 6 countries, you’ll be at the heart of Sky’s Digital Customer Experience team, leading the operational backbone for design across web, app, and self‑service. Reporting to the Director of Digital Experience, you will shape governance, deliver efficiency initiatives, embed design practice into scalable delivery models, and help ensure every digital interaction reflects Sky’s brand and commitment to outstanding customer experience.What you’ll doLead Design Operations across Digital, aligning with Assisted Ops and the wider CX strategy to ensure seamless delivery, consistent governance, accessibility compliance and inclusive practices across all customer touchpoints.Partner with CX, Product and Tech teams to embed design ways of working into Agile and SAFe models and provide clear workflows and governance.Provide operational frameworks, tools and processes informed by customer insights and behavioral‑science research, empowering designers and researchers to deliver efficiently.Lead tooling strategy for product design, content design, service design & user research tools, champion automation and AI‑enabled tooling, and emerging operational practices that enhance efficiency and consistency.Own capacity planning, resource allocation, budget tracking (opex/capex) and external spend optimisation with agencies and vendors.Foster an inclusive, high‑performing culture that attracts, retains and develops top design talent.Minimum requirementsProven track record in senior design governance or design operations roles within large, complex organisations.Skilled at influencing C‑level stakeholders, demonstrating design value in business outcomes and securing investment.Expertise in embedding design into Agile/SAFe models and establishing design governance frameworks.Experience managing resourcing strategies, Opex/Capex planning and vendor management/procurement across large‑scale programmes.Expert‑level knowledge of design systems and enterprise tooling (Figma, Storybook, Zeroheight, etc.), with proven ability to optimise adoption and scalability, and expertise in embedding accessibility and inclusive practices into operational models.Strong experience managing agency partnerships, procurement processes and external spend optimisation.Application requirementPlease include portfolio or content that demonstrates evidence in the following four areas:People – Building high‑performing teams.Process – Applying scalable UCD methods that drive measurable outcomes.Position – Influencing strategy and embedding design at senior level.Product – Producing provable world‑class app‑first digital experiences.The RewardsSky 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 workWe value flexibility – you’ll have the chance to collaborate in unique office spaces while enjoying the convenience of working from home. We have adopted a hybrid working approach to give more flexibility on where and how we work; details will be discussed during the recruitment process.Your office baseOsterley – Our Osterley Campus is a 10‑minute walk from Syon Lane train station. Free shuttle buses serve Osterley, Gunnersbury, Ealing Broadway and South Ealing tube stations, and the campus offers 13 subsidised restaurants, cafes, a Waitrose, gym, cinema, car wash and beauty salon.Leeds – Our spacious tech hub is less than a mile from Leeds train station, with extensive parking and nearby CitiPark. On‑site amenities include a subsidised gym, pool, table tennis and more.InclusionAt Sky we focus on who you are and your potential, not just your CV. We welcome applications from all candidates and can discuss flexible working arrangements. We are a Disability Confident Accredited Employer and will make reasonable adjustments to support you where appropriate. xpwpeyx We will conduct a criminal record check for successful candidates and, depending on the role, may need to withdraw the offer based on the nature of any convictions.Seniority levelDirectorEmployment typeFull‑timeJob functionInformation TechnologyIndustriesTechnology, Information and Media#J-18808-Ljbffr