CX Strategy Lead
Job Description
Sky is Europe's leading Media and Entertainment brand and is part of the Comcast group which has more than 50m customers globally and owns the NBCUniversal studio.
We're investing in establishing a new function to help make sure our 16m customers in the UK & Ireland always love dealing with us, across 200m app and online interactions, 25m calls and millions of home visits each year.
The 'Customer Experience (CX) Strategy & Performance Team' will be the driving force behind shaping and executing Sky's overall customer experience strategy, across all digital and assisted channels and our portfolio of products that includes TV, Broadband and Mobile.
We work in close collaboration with business, product, and technology leadership to ensure CX investment is at the heart of Sky's roadmap, bringing customer experience-led strategic thinking and insight to all key decisions.
The team is a critical part of Sky's new agile operating model for delivering all technology change to our consumer products and services.
What you'll do:
Immerse yourself in the experience of Sky residential customers, what other companies are doing to create great experiences today, and what new experiences technology will enable in future
Source, analyse and synthesise internal and external CX data and insights to underpin strategy development
Own and develop elements of the CX strategy, ensuring alignment to Sky's overall goals and vision e.g. assisted and digital channel purpose and strategy, personalisation strategy
Develop tangible, actionable answers to strategic business questions where CX is a critical consideration factor
Create and shape initiatives that support the CX strategy, develop business cases and pitch to decision-makers
Collaborate with Commercial, Operations, Product & Technology leadership to ensure alignment, help determine feasibility, and shape plans
Present strategy development to senior leaders; communicating complex topics that have multifaceted proposition, customer, and stakeholder landscapes, in a simple manner
Support Product Directors across the organisation to optimise their roadmaps to deliver against the CX strategy
Inspire a customer-obsessed culture across the team and broader organisation
What you'll bring:
Significant experience of driving strategic analysis in a scale consumer business e.g. product, customer experience or commercial strategy
Track record of independently running a process to answer complex strategic questions
Proven experience of successfully enabling the delivery of CX-focused initiatives
Track record of communicating complex strategic stories to senior leaders in a large enterprise
Strong ability to source and synthesise external insight to support strategy development
Strong ability to drive insight from financial and operational analysis
Excellent communication and collaboration skills, with a track record of working effectively with Business, Product & Technology teams in a large enterprise
Good understanding of product development in a large consumer business
Good understanding of customer journey mapping, persona development, and customer segmentation
Good understanding of consumer subscription business models
Commercial/strategic acumen; an understanding of what is important to the business, what makes commercial sense and how CX and your role fits in the bigger picture
[Preferable] An understanding of the Telco and/or Media industry
Team overview:
Our new way of working, Agile for Sky, is about the business and technology working side by side, delivering incredible work in shorter cycles and adapting to changing priorities. It's about being more creative, collaborative and customer led.
The rewards
There's one thing people can't stop talking about when it comes to #LifeAtSky: 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
Inclusion & how you'll work:
Recognised by The Times and Stonewall, we take pride in our approach to diversity and inclusion. Investing in society, fighting racial injustice and setting ambitious targets for representation at Sky.
We've embraced hybrid working and split our time between unique office spaces and the convenience of working from home. You'll find out more about what hybrid working looks like for your role later on in the recruitment process.
Your office space:
Osterley
Our Osterley Campus is a 10-minute walk from Syon Lane train station. Or you can hop on one of our free shuttle buses that run to and from Osterley, Gunnersbury, Ealing Broadway and South Ealing tube stations. There are also plenty of bike shelters and showers.
On campus, you'll find 13 subsidised restaurants, cafes, and a Waitrose. You can keep in shape at our subsidised gym, catch the latest shows and movies at our cinema, get your car washed, and even get pampered at our beauty salon.
We'd love to hear from you
Inventive, forward-thinking minds come together to work in Tech, Product and Data at Sky. It's a place where you can explore what if, how far, and what next.
But better doesn't stop at what we do, it's how we do it, too. We embrace each other's differences. We support our community and contribute to a sustainable future for our business and the planet.
If you believe in better, we'll back you all the way.
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.
