AI Experience Analyst

Job Description
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.

Help shape the future of AI-powered customer experience at Sky. We're transforming how customers interact with Sky - blending human empathy with intelligent automation. Every day, our advisors and customers generate thousands of conversations packed with insight. We're looking for an AI Experience Analyst to help us make sense of that data, turning it into understanding, actions, and design direction.

You'll sit at the heart of the Assisted CX team, working closely with service designers' researchers and product teams. Your role: to explore how AI performs, what customers really say, and how we can use those insights to design more human, effective, and intelligent experiences.

What You'll Do

• Interrogate and Analyse AI and contact centre data - explore transcripts, intents, summaries, and sentiment to uncover patterns in customer and advisor behaviour.
• Assess AI performance - review generative AI outputs, identifying issues around accuracy, tone, or bias, and recommend improvements into design, training, and governance loops.
• Generate actionable insights - blend of qualitive and quantitative data, with the ability to translate complex data into clear stories that inform CX strategy, design, and product decisions.
• Identify opportunity areas - pinpoint automation, augmentation, and experience improvement opportunities across customer journeys.
• Partner across teams - collaborate with design, operations, product and data teams to align AI insight with customer journeys and service patterns.
• Visualise findings - create dashboards, heatmaps, and narrative reports that make insight easy to understand and act on and drive design direction.

What You'll Bring

• Proven experience in data analysis, customer research, or AI model evaluation ideally within customer service, operations, or CX.
• Familiarity with contact centre datasets (transcripts, call categorisation, voice analytics, sentiment analysis etc.)
• Experience using AI/ML or NLP tools (e.g., SpeechMiner, NICE, Genesys, ChatGPT, or similar) to extract and interpret insights.
• Strong skills in data storytelling - interpreting trends and communicating insights clearly to non-technical audiences.
• Comfortable working with data tools such as Excel, Power BI, Tableau
• Curiosity about human behaviour and how AI can enhance customer and advisor experiences.
• Collaborative mindset - able to work across CX design, product, operations and analytics teams.

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
There's one thing people can't stop talking about when it comes to : the perks. Here's a taster:

• 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
We know the world has changed, and we want to offer our employees the chance to collaborate at our unique office spaces, whilst enjoying the convenience of working from home.

We've adopted a hybrid working approach to give more flexibility on where and how we work. You'll find out more about what this means for this role during the recruitment process.

Your Office Base

• Livingston
• Osterley

Inclusion
At Sky we don't just look at your CV. We're more focused on who you are and your potential. We also know that everyone has a life outside work, so we're happy to discuss flexible working.

We are a Disability Confident Accredited Employer, and welcome and encourage applications from all candidates. We will look to 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 as early as you can.

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. And depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer.