Digital Experience Manager

Want to do the best work of your life? Make your mark at Europe's leading entertainment brand. Our people make Sky a truly exciting and inclusive place to work - a place where you can be yourself and let your skills shine.

What you'll do:

- Design and implement customer journey designs for new digital Services & products, using customer research, personas and design thinking methodologies.
- Map end-to-end journeys and the associated insights and analysis that will show the customers throughput journey and highlight points of pain and delight.
- Be responsible for working across product lines, with an end-to-end view, to ensure Sky provides a seamless and well-coordinated suite of customer interactions & experiences
- Be responsible for translating customer needs and business goals into compelling interactive customer journeys and subsequent business requirements
- Continuously optimise all Service journeys in digital utilising customer insight and analysis
- Support delivery of customer capability of new/evolving products & Services
- Partner closely with technology, sales, marketing, operations and product teams to deliver excellent End-to-End execution
- Monitor a set of customer experience measures & KPIs and take learnings to continuously

improve the experience across the customer journey lifecycle
- Identify and share trends, topics and resources that will increase the relevance and value of our Service delivery
- Identify and implement new opportunities throughout the customer journey to deliver high performing, agile customer interactions and touchpoints, and drive relevant changes including optimising, testing and validating existing customer journeys
- make robust recommendations to test improvements; support with developing approaches for better navigating our customers across our different products/services, and work with our product and customer facing teams to ensure these are implemented
- create new process and implement new opportunities throughout the customer journey. Drive relevant changes including optimising, testing and validating existing customer journeys to fix customers pain point.
- Complete E2E Journey audits - Collates and analyses qualitative and quantitative data and insight from a variety of sources to identify pain points and opportunities to optimise existing customer journey
- Collaborates with the Product Owner to prioritise developments based on customer value
- Experiments and builds hypotheses based on data and insight from Experimentation Analyst (EA). Works collaboratively with Digital team members to design and develop prototypes to test.
- Identifies opportunities to design personalised experiences and for user testing and works collaboratively with UX and UI to explore how to maximise these opportunities

What you'll bring:

- Expertise in using design thinking methodologies to create customer journeys, storyboards, service design blueprints to bring the customer experience to life
- Be comfortable working in a matrix, complex delivery focused organisation - and ideally exposure to a fledgling or start-up business environment
- Experience in planning, prioritizing, documenting and leading development of customer experience elements across product, operations & support disciplines
- Work as a supporting team member that guides customer experience across all offline and online channels by planning, prioritizing, documenting and developing customer experiences elements across product, operations & support disciplines
- Credible and able to present to the leadership team at Sky, with excellent presentation skills (written and verbal) that simplify the complex and gain support for bold plans
- Ability to decipher data quickly, and make decisions supported by this analysis
- Ability to be able to draw on information from a variety of sources over multiple touch-points to give a holistic journey view and provide input into assessing the journey against the context of the customer's life-cycle
- Strong analytical skills and confidence in distilling complex, disparate information into a clear assessment summary, with sensible and achievable recommendations as output, and able to adapt skills to use and contribute to our methodology

Customer Service Group

In our Customer Service Group Team, we aim to offer the best customer service through our amazing people. Whether you're a frontline colleague speaking to a customer, or one of brilliant support people, you'll have the passion for creating great experiences for our people and our customers. We help connect our customers to the products and entertainment that they love, and as part of our fast-paced team, no two days are the same.

The Rewards:
There's a reason people can't stop talking about #LifeAtSky. Our great range of rewards really are something special, here are just a few:

- Sky Q, for the TV you love all in one place
- A generous pension package
- Private healthcare
- Discounted mobile and broadband