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Head of Content Experience
2 weeks ago
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
We’re looking for a highly motivated and dedicated Head of Content Experience to work within our Content and Advertising Partners product team.
The Content and Advertising Partners product team are responsible for working with big partners like BBC, Netflix and Amazon every day to bring excellent entertainment to our customers.
This newly created role is essential to ensuring we excel in how well our metadata and imagery product requirements (which ensure that content is visible and accessible with all the right information) materialise in the UI.
With validated experience in creating a strategic vision, and focused programmes of work to drive this vision forward, you’ll bring together multiple partners and internal Sky teams to tackle some of the challenges impeding excellent content experiences. You’ll be in your element working with operational, product & engineering teams, as well as have solid programme management experience.
Set the North Star:
- Work closely with all TV product, CT&I and Comcast teams to clearly understand what the customer experience should be in terms of browsing Sky Glass and Sky Q, and how content should be presented in the UI. You’ll be comfortable picking up technical concepts quickly
- Where there are gaps in requirements or principles related to how metadata and imagery should appear, you’ll work with product and design teams to ensure no stone is left unturned in terms of documenting the customer experience
Pro-actively identify and organise issues:
- Work with existing incident and problem management teams and processes to identify the key content experience problems (assets and metadata) impacting Sky Glass and Sky Q, prioritised against our core product KPIs, so we understand what change will drive the biggest improvement for our customers
- Be the responsible person in the Product Team to synthesise these problems clearly and address them towards the product delivery teams both In Sky and Comcast, working with Operational Teams to ensure the implementation of supportable and scalable solutions.
- Create a structured, measurable, and prioritised programme of work (with required governance) that works to systematically improve / remove these challenges, ensuring you work in sync with the existing Problem Management and the Service Lifecycle management processes.
- Be able to handle ad-hoc, urgent product questions relating to Content Experience on the product, pro-actively bringing together product and operational teams to identify what the target experience is, and how we resolve
- Working with operational teams to implement and enhance the KPI management approach, demonstrating and aligning with existing operational KPI definition and reporting work.
- Advocate of ensuring operability / observability criteria is embedded into all Product definition and roadmaps so that in-life operations are efficient and scalable.
- Working with operations to collaboratively drive improved performance from suppliers (e.g., Gracenote) to extract maximum value and improved experience, including leading our E for Excellence improvement initiative.
Continuously innovate how we approach this space:
- Define a ways-of-working model across involved Sky teams, suppliers (e.g. Gracenote) and partners (e.g. ITV, Channel 4), influencing at the most senior levels to ensure all teams are engaged
- Influence and deliver through others
- Supporting and nurturing your team to deliver on team goals
What you'll bring
- Collaborative working style - working with different levels of the organisation, across different territories
- Great at identifying issues - proactively working with teams across multiple disciplines to create action plans
- Comfortable with ambiguity - shaping operational / delivery programmes of work into something structured and focused
- Organised and structured - you can simplify highly complex challenges and ideas to get your point across clearly
- Excellent verbal and written communication skills.
- Influencing teams and individuals who do not report to you. Demonstrating the ability to win through with vision and personality, rather than direct mandate.
Team overview
Group Product is the team that brings new and exciting products, like our award-winning Sky Glass, Sky Stream and Sky Q devices, to our customers across 5 countries. It’s a genuine team effort. That’s why we want talented people, like you, to join us and help make the future happen. We value diversity of thought and opinion, have a supportive and inclusive culture,
