Head of Design

Sky•Whitehall, NY

2d•Hybrid

About The Position

As Head of Design in our Digital Customer Experience team, you’ll craft world-class customer journeys and build a thriving design team and culture. You’ll work in close partnership with Product, Technology, and Customer teams to transform digital experiences across Sky.com and the My Sky app, helping millions of customers self-serve, explore new products, and manage their accounts with ease. Reporting to the Director of Digital Experience, you’ll sit at the heart of our Customer Experience Centre of Excellence, contributing to CX strategy and design leadership across the UK & Ireland. From first-time visitors to long-term customers, you’ll help ensure every digital interaction reflects Sky’s brand and ambition to deliver outstanding customer experiences.

Requirements

Proven track record of leading large, multi-disciplinary teams to deliver world-class, award-winning digital products and services across web and native platforms.
Strong experience shaping strategy at executive level through compelling design rationale, vision storytelling, and data-driven recommendations.
Advanced expertise in Figma, with proven ability to utilise & scale large design systems across complex digital ecosystems, and deep understanding of embedding research & data into design and product strategy via tools such as Usertesting, Contentsquare, and Adobe Analytics.
Craft Excellence: Champion the highest standards of design quality, from interface & interaction design to content design, service orchestration and journey design.
Experience defining KPIs, measuring CX impact, and driving evidence-based product outcomes.
Recognised expertise in accessibility and inclusive design, with proven ability to create and champion solutions that meet diverse customer needs.
Proven ability to build and grow senior design talent, driving team performance, skills progression, and succession planning.
Application Requirement: Please include portfolio/content showing evidence of your experience across these 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

Responsibilities

Lead and scale a multi-disciplinary design team including Product Designers, Content Designers & Service Designers, driving strategic transformation and delivering world-class, evidence-based, inclusive digital experiences across web and native platforms.
Define the vision for team growth and foster a culture that attracts, nurtures and retain top-tier design talent.
Shape front-to-back and end-to-end experiences across the customer lifecycle, using service blueprints, journey maps, and reusable service patterns.
Embed behavioural insights and research into every decision, ensuring customer needs are at the heart of design, strategy, and delivery.
Partner with senior leaders across Product, Tech, and CX to shape long-term plans, secure executive buy-in, and scale experience maturity organisation-wide.
Embed service design practices, define and monitor CX KPIs, streamline workflows, integrate AI and data tools, and ensure delivery accountability across all design outputs.