Head of Design

📍 Job Overview

Job Title: Head of Design
Company: Sky
Location: Osterley, United Kingdom (with potential for Leeds, Whitehall)
Job Type: FULL_TIME
Category: Design Leadership / Digital Experience Operations
Date Posted: 2026-05-15
Experience Level: Senior (10+ years)
Remote Status: Hybrid

🚀 Role Summary

• Lead and scale a multi-disciplinary design team (Product Designers, Content Designers, Service Designers) to deliver world-class, inclusive digital experiences across Sky.com and the My Sky app.
• Define and drive the vision for team growth, fostering a culture that attracts, nurtures, and retains top-tier design talent within the Digital Customer Experience team.
• Shape front-to-back and end-to-end customer journeys using service blueprints, journey maps, and reusable service patterns, embedding customer needs at the core of strategy and delivery.
• Partner with senior leaders across Product, Technology, and CX to influence long-term plans, secure executive buy-in, and scale experience maturity organization-wide.
• Embed service design practices, define and monitor CX KPIs, streamline workflows, integrate AI and data tools, and ensure delivery accountability for all design outputs.

📝 Enhancement Note: While the title is "Head of Design," the responsibilities heavily lean into operationalizing design processes, managing design systems, integrating data and research for evidence-based decision-making, and driving CX strategy. This role requires a strong understanding of how design operations impacts overall GTM efficiency and customer experience metrics, making it a valuable opportunity for operations-minded design leaders.

📈 Primary Responsibilities

• Lead and manage a multi-disciplinary design team of Product Designers, Content Designers, and Service Designers, fostering a high-performance culture.
• Develop and execute the strategic vision for design within the Digital Customer Experience team, ensuring alignment with Sky's broader business objectives.
• Oversee the creation of world-class, evidence-based, and inclusive digital experiences across web and native platforms, focusing on customer self-service, product exploration, and account management.
• Define and implement robust design processes, including service blueprints, journey mapping, and the adoption of reusable service patterns to ensure consistency and efficiency.
• Integrate user research, behavioral insights, and data analytics (e.g., Usertesting, Contentsquare, Adobe Analytics) into the design lifecycle to inform strategic decisions and product outcomes.
• Collaborate closely with senior stakeholders in Product, Technology, and CX to shape long-term digital experience roadmaps and gain executive sponsorship.
• Establish and monitor key performance indicators (KPIs) for customer experience, driving continuous improvement and accountability for design deliverables.
• Champion accessibility and inclusive design principles, ensuring all digital interactions meet diverse customer needs and adhere to best practices.
• Drive the scaling and effective utilization of large design systems across complex digital ecosystems, leveraging tools like Figma to maintain brand consistency and design quality.
• Foster a culture of continuous learning and development within the design team, focusing on skills progression, succession planning, and attracting top design talent.

📝 Enhancement Note: The responsibilities emphasize the operational aspects of design leadership, including team scaling, process implementation, KPI monitoring, and cross-functional alignment. This suggests a need for candidates who can not only lead creatively but also manage design as a strategic operational function that directly impacts business goals.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a strong portfolio and proven experience in leading design teams and shaping digital strategy are paramount. A background in Design, Human-Computer Interaction, UX/UI, or a related field is often beneficial.
Experience: A proven track record of at least 10+ years in design leadership roles, with a significant portion focused on digital products and services for large-scale organizations. Experience in managing multi-disciplinary design teams and influencing executive-level strategy is crucial.

Required Skills:

• Proven track record of leading large, multi-disciplinary teams (Product Designers, Content Designers, Service Designers) to deliver 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 utilize and scale large design systems across complex digital ecosystems.
• Deep understanding of embedding research and data into design and product strategy via tools such as Usertesting, Contentsquare, and Adobe Analytics.
• Championing the highest standards of design quality, from interface and interaction design to content design, service orchestration, and journey design.
• Experience defining KPIs, measuring CX impact, and driving evidence-based product outcomes.
• Recognized 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.

Preferred Skills:

• Experience with service design methodologies, including service blueprints and journey mapping.
• Familiarity with AI and data integration tools to enhance digital experiences.
• Experience in the media and entertainment industry or similar large-scale consumer-facing digital environments.
• A strong understanding of customer experience (CX) strategy and its direct impact on business metrics.

📝 Enhancement Note: The emphasis on specific tools (Figma, Usertesting, Contentsquare, Adobe Analytics) and methodologies (service blueprints, journey maps, design systems, UCD) is critical. Candidates should be prepared to demonstrate proficiency and strategic application of these within their portfolio and interview discussions, highlighting how they drive operational efficiency and measurable outcomes.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• People: Evidence of building, mentoring, and leading high-performing, multi-disciplinary design teams, including examples of career development and team growth initiatives.
• Process: Demonstrable application of scalable User-Centered Design (UCD) methodologies that have driven measurable business and customer outcomes, showcasing process optimization and efficiency gains.
• Position: Examples of influencing strategy at a senior executive level, articulating vision, and embedding design thinking into broader organizational strategy and decision-making.
• Product: Provable examples of world-class, app-first digital experiences, showcasing end-to-end journey design, interface and interaction design, content design, and the impact on customer satisfaction and business goals.

Process Documentation:

• Showcase documentation of design processes, including workflow design and optimization phases, demonstrating how standard operating procedures were established for consistency and efficiency.
• Provide examples of implemented automation or streamlined methods within the design lifecycle, highlighting efficiency improvements and reduced time-to-market.
• Illustrate how design outputs are measured for performance and impact, detailing the metrics used and the process for analyzing and reporting on design effectiveness.

📝 Enhancement Note: The application requirement explicitly calls for a portfolio demonstrating impact across four key areas: People, Process, Position, and Product. This is a direct indicator that candidates will be evaluated on their ability to manage and optimize the operational aspects of design, not just creative output. The portfolio should clearly articulate the "how" and "why" behind design decisions and their measurable impact.

💵 Compensation & Benefits

Salary Range: Based on the seniority of the "Head of Design" title, the location in Osterley (Greater London), and the extensive responsibilities, a competitive salary range is expected. For a role of this caliber in the UK, a benchmark would typically fall between £90,000 - £140,000 per annum, depending on the candidate's specific experience, qualifications, and negotiation.

Benefits:

• Sky Q: Access to Sky's premium entertainment platform.
• Sky Glass: Exclusive discounted rates for Sky's innovative television product.
• Pension Package: A generous defined contribution pension scheme to support long-term financial planning.
• Private Healthcare: Comprehensive private medical insurance for the employee and potentially their family.
• Discounted Mobile and Broadband: Reduced rates on Sky's telecommunications services.
• Sky VIP Rewards and Experiences: Access to exclusive perks, loyalty programs, and unique experiences.
• Hybrid Working Model: Flexibility to balance office-based collaboration with remote work.
• Subsidised Campus Amenities: Access to subsidized restaurants, cafes, gyms, and other facilities at the Osterley campus.

Working Hours: Standard full-time working hours are implied, likely around 37.5-40 hours per week. While the role is hybrid, core working hours for team collaboration and meetings will need to be adhered to, with flexibility offered outside of these.

📝 Enhancement Note: The salary estimate is based on industry benchmarks for senior design leadership roles in the London area for large media/tech companies. The benefits package is extensive, reflecting Sky's commitment to employee well-being and offering significant value beyond base salary.

🎯 Team & Company Context

🏢 Company Culture

Industry: Media & Entertainment, Technology, Telecommunications. Sky is a leading pan-European pay-TV provider and a significant player in streaming services, broadband, and mobile. This industry context means a focus on customer acquisition, retention, and delivering seamless digital experiences to a vast, diverse customer base. Company Size: Sky is a large enterprise, employing tens of thousands of people globally. This scale implies established processes, significant resources, and a need for operational efficiency and standardization within departments like Design. Founded: Sky was founded in 1989. Its long history in the media landscape means it has adapted through numerous technological shifts, emphasizing innovation and customer-centricity in its evolution.

Team Structure:

• The Head of Design will report to the Director of Digital Experience, placing them within the Customer Experience Centre of Excellence.
• The design team is multi-disciplinary, including Product Designers, Content Designers, and Service Designers, indicating a holistic approach to user experience.
• This role requires close partnership with senior leaders in Product, Technology, and other CX functions, highlighting a highly collaborative and integrated operational model.

Methodology:

• Data Analysis & Insights: Strong emphasis on embedding research, behavioral insights, and data (Usertesting, Contentsquare, Adobe Analytics) into design and product strategy.
• Workflow Planning & Optimization: Utilization of service blueprints, journey maps, and reusable service patterns to streamline end-to-end experiences and ensure efficient delivery.
• Automation & Efficiency: Integration of AI and data tools to enhance digital experiences and streamline design workflows, with a focus on accountability for design outputs.

Company Website: sky.com

📝 Enhancement Note: Sky's position as a major media and entertainment provider means the design function is critical for customer engagement and operational efficiency. The company culture likely values innovation, customer-centricity, and data-driven decision-making, all of which are essential for a Head of Design focused on operational excellence.

📈 Career & Growth Analysis

Operations Career Level: This role represents a senior leadership position within the design function, equivalent to a Director or VP level in many organizations. It involves strategic oversight, team management, and significant influence on product and customer experience strategy. The focus on operationalizing design, managing cross-functional relationships, and driving measurable outcomes positions it as a key role in the GTM and CX operations ecosystem. Reporting Structure: The Head of Design reports to the Director of Digital Experience, indicating a clear line of accountability within the broader CX organization. This structure allows for strategic alignment and ensures design initiatives are integrated with overall business goals. Operations Impact: The Head of Design has a direct impact on customer acquisition, retention, and satisfaction by ensuring world-class digital experiences across Sky.com and the My Sky app. This role is crucial for driving self-service adoption, improving customer journey efficiency, and ultimately contributing to revenue growth and cost reduction through effective digital operations.

Growth Opportunities:

• Operations Skill Advancement: Opportunity to deepen expertise in operationalizing design, managing large-scale design systems, and integrating advanced analytics and AI into design processes.
• Leadership Development: Potential to advance into higher executive leadership roles within CX, Product, or broader GTM operations, potentially leading larger departments or P&L responsibilities related to digital products.
• Strategic Influence: Grow influence by shaping long-term CX strategy, driving organizational change, and contributing to Sky's digital transformation initiatives.
• Cross-Functional Leadership: Develop broader business acumen by collaborating with Product, Technology, and other GTM functions, understanding their operational challenges and contributing to integrated solutions.

📝 Enhancement Note: This role offers significant growth potential beyond traditional design leadership. The emphasis on operationalizing design, driving metrics, and influencing strategy provides a strong foundation for advancement into broader GTM operations or executive leadership roles.

🌐 Work Environment

Office Type: Sky operates a hybrid working model, utilizing modern office campuses designed for collaboration and in-person interaction, while also allowing for remote work flexibility. The Osterley campus, in particular, is a substantial hub with extensive amenities. Office Location(s):

• Osterley: A primary campus located in West London, easily accessible via public transport (train, tube) with free shuttle services. It offers a comprehensive range of facilities, including subsidized restaurants, gyms, and cinemas.
• Leeds: A tech hub located near Leeds train station, offering ample parking and recreational facilities like pool and table tennis.
• Whitehall: Mentioned as a location, though details on its specific function for this role are less clear; it may be a secondary office or a location for specific teams.

Workspace Context:

• Collaborative Environment: The hybrid model and office design encourage collaboration, team meetings, and in-person brainstorming sessions, essential for strategic design discussions and team building.
• Operations Tools & Technology: Access to industry-standard design tools (Figma), research platforms (Usertesting, Contentsquare), and analytics (Adobe Analytics) is expected, supporting efficient design operations.
• Team Interaction: Opportunities for regular interaction with design teams, as well as cross-functional partners in Product and Technology, fostering a dynamic and integrated work environment.

Work Schedule: While operating within a standard full-time framework, the hybrid model provides flexibility. Core hours will likely be established for team collaboration, but the overall schedule can be adapted to accommodate personal needs and optimize productivity.

📝 Enhancement Note: The hybrid model and well-equipped campuses at Osterley and Leeds suggest an environment that values both focused individual work and collaborative team efforts. For operations-focused individuals, the ability to structure their workdays to optimize for deep work and scheduled collaborative sessions will be key.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely a recruiter call to assess initial fit, experience, and understanding of the role's operational demands.
• Hiring Manager Interview: Discussion with the Director of Digital Experience, focusing on leadership philosophy, strategic vision, and operational approach to design.
• Portfolio Review: A dedicated session where candidates present their portfolio, specifically addressing the "People, Process, Position, Product" criteria. This is where operational impact and strategic thinking will be heavily scrutinized.
• Stakeholder Interviews: Meetings with senior leaders from Product, Technology, and other CX teams to assess collaboration style, strategic alignment, and ability to influence.
• Team Interviews: Interactions with members of the design team to evaluate leadership style and cultural fit.
• Final Round: Potentially a presentation on a strategic initiative or a deeper dive into operational challenges.

Portfolio Review Tips:

• Structure for Impact: Organize your portfolio around the "People, Process, Position, Product" framework. For each section, clearly articulate the challenge, your approach (emphasizing operational methodologies), the tools and processes used, and the measurable outcomes (KPIs, ROI, efficiency gains).
• Quantify Everything: Provide concrete data points for your achievements. Instead of "improved user satisfaction," state "increased customer satisfaction scores by 15% through redesigned onboarding flow, reducing support tickets by 10%."
• Showcase Process Optimization: Detail how you've improved design workflows, implemented design systems, or streamlined collaboration. Use service blueprints or process diagrams where appropriate to illustrate your operational thinking.
• Demonstrate Strategic Influence: Include examples of how you've influenced executive decisions, shaped roadmaps, or driven organizational change through design. Highlight your ability to communicate complex ideas effectively to diverse audiences.
• Focus on "App-First" Digital Experiences: Given the mention of Sky.com and My Sky app, prioritize examples that showcase expertise in mobile-first or app-first design strategies and their operational implementation.

Challenge Preparation:

• Operational Design Case Study: Be prepared for a hypothetical scenario where you need to outline how you would operationalize a new design initiative, scale a team, or improve a specific customer journey's efficiency. Focus on process, metrics, and stakeholder management.
• Strategic Vision Presentation: Practice articulating a vision for the design team and its role in Sky's customer experience strategy, emphasizing how this vision translates into actionable operational plans.
• Data & Insights Application: Be ready to discuss how you use data and research tools to drive design decisions and measure impact, providing specific examples of how insights led to improved operational outcomes.

📝 Enhancement Note: The explicit "Application Requirement" for a portfolio covering People, Process, Position, and Product is a strong signal that this role is as much about operational leadership and strategic influence as it is about design craft. Candidates must tailor their portfolio and interview responses to demonstrate these operational capabilities.

🛠 Tools & Technology Stack

Primary Tools:

• Figma: Advanced expertise is explicitly required for design creation, collaboration, and scaling design systems. Proficiency in leveraging Figma's features for team efficiency and consistency is key.
• Design Systems: Experience in building, scaling, and maintaining large, complex design systems across various platforms (web, native apps). This includes understanding the operational overhead and governance required.
• User Research Platforms: Proficiency with tools like Usertesting for qualitative feedback and Contentsquare for in-depth user behavior analytics and journey mapping.
• Web Analytics: Deep understanding and practical experience with tools like Adobe Analytics for measuring digital performance, tracking CX KPIs, and informing data-driven design decisions.

Analytics & Reporting:

• Customer Experience (CX) KPIs: Experience in defining, tracking, and reporting on key CX metrics that directly influence business outcomes.
• Data Visualization Tools: While not explicitly named, experience with tools that complement Adobe Analytics or Contentsquare for dashboard creation and stakeholder reporting (e.g., Tableau, Power BI, Looker) would be beneficial.
• A/B Testing Tools: Familiarity with A/B testing methodologies and tools to validate design hypotheses and optimize user flows is implied for driving evidence-based outcomes.

CRM & Automation:

• Service Design Tools: Proficiency with tools for creating Service Blueprints and Journey Maps (e.g., Miro, Lucidchart, or specialized UX platforms) to visualize and optimize end-to-end customer journeys.
• AI & Data Integration: Familiarity with how AI and data tools can be integrated into digital experiences to enhance personalization, efficiency, and customer satisfaction.
• Project Management Tools: Experience with agile project management tools (e.g., Jira, Asana) is standard for managing design team workflows and delivery timelines.

📝 Enhancement Note: The emphasis on specific tools like Figma, Usertesting, Contentsquare, and Adobe Analytics highlights the need for candidates to have hands-on, operational experience with the technology stack that underpins modern digital experience design and a data-driven GTM strategy.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A deep commitment to understanding and serving diverse customer needs, ensuring that all design decisions prioritize user experience and accessibility.
• Data-Driven Decision Making: A strong reliance on research, behavioral insights, and analytics to inform strategy, validate design choices, and measure impact, driving efficiency and effectiveness.
• Excellence & Craftsmanship: Upholding the highest standards of design quality across all touchpoints, from interaction and interface design to content and service orchestration.
• Collaboration & Partnership: Working effectively across Product, Technology, and CX teams to achieve shared goals, fostering a culture of open communication and mutual respect.
• Innovation & Continuous Improvement: Embracing new technologies and methodologies, including AI, to enhance digital experiences and continuously optimize design processes and outcomes.

Collaboration Style:

• Cross-Functional Integration: Actively engaging with Product and Technology leadership to ensure design is integrated early and effectively into product development cycles, fostering a unified approach to customer experience delivery.
• Process-Oriented Feedback: Encouraging a culture of constructive feedback on design processes and outputs, utilizing methodologies like design critiques and retrospectives to drive refinement and efficiency.
• Knowledge Sharing: Promoting an environment where best practices, learnings from research, and insights from data are openly shared across the design team and with relevant stakeholders to elevate collective understanding and capability.

📝 Enhancement Note: The company culture at Sky likely emphasizes a blend of creative excellence with rigorous operational discipline. A candidate’s ability to articulate how they embody these values in their day-to-day work, particularly in managing design as an operational function, will be key to assessing cultural fit.

⚡ Challenges & Growth Opportunities

Challenges:

• Scaling Design Operations: Leading and growing a multi-disciplinary design team while maintaining high standards of quality and efficiency across a vast digital ecosystem (Sky.com, My Sky app).
• Integrating Evolving Technologies: Staying ahead of the curve with AI, data analytics, and new design tools to continuously enhance customer experiences and operational processes.
• Balancing Strategic Vision with Execution: Translating high-level CX strategy into actionable design plans and ensuring successful, timely delivery of world-class digital products.
• Driving Cultural Change: Embedding design thinking and a customer-centric approach across broader Product and Technology organizations, influencing stakeholders at an executive level.

Learning & Development Opportunities:

• Advanced Design Operations: Deepen expertise in managing large-scale design systems, optimizing design workflows, and leveraging advanced analytics for strategic decision-making.
• Executive Leadership: Gain exposure to C-suite level discussions and contribute to company-wide strategic planning, fostering growth towards broader leadership roles.
• Industry Trends & Innovation: Opportunities to explore emerging technologies, such as AI's role in customer experience and design, through industry events, internal initiatives, and hands-on application.
• Cross-functional Acumen: Enhance understanding of Product management, Technology development, and overall GTM operations through close collaboration with these departments.

📝 Enhancement Note: The challenges presented are typical for a senior operational leadership role in a large, dynamic company. Identifying these challenges and preparing to discuss how to mitigate them using operational strategies and leadership skills will be crucial for candidates.

💡 Interview Preparation

Strategy Questions:

• "Describe your approach to scaling a multi-disciplinary design team to meet growing business demands, focusing on process and operational efficiency." (Prepare to discuss team structure, hiring strategies, onboarding, and workflow optimization).
• "How would you define and measure Customer Experience (CX) KPIs for Sky.com and the My Sky app to demonstrate the impact of design on business objectives?" (Be ready to provide specific examples of KPIs and how you'd track and report them using tools like Adobe Analytics).
• "Walk us through how you've used service blueprints and journey mapping to identify operational inefficiencies in a customer journey and what steps you took to address them." (Focus on the process, stakeholder engagement, and quantifiable results).

Company & Culture Questions:

• "What do you see as the biggest design challenges and opportunities for a company like Sky in the current media and entertainment landscape?" (Research Sky's current offerings, market position, and competitors).
• "How do you foster a culture of innovation and continuous improvement within a design team, particularly in a hybrid work environment?" (Discuss methodologies for idea generation, feedback, and adoption of new tools/processes).
• "Describe a time you had to influence senior stakeholders (e.g., Director of Product, CTO) to adopt a design-led strategy. What was your approach, and what was the outcome?" (Highlight your communication, data-driven rationale, and strategic thinking).

Portfolio Presentation Strategy:

• Narrative Flow: Structure your presentation logically, starting with the challenge, detailing your operational approach and contributions, and concluding with the measurable impact and lessons learned.
• Highlight Operational Metrics: For each project, clearly state the operational improvements achieved (e.g., reduced time-to-market, increased efficiency, improved data accuracy, higher adoption rates) alongside user metrics.
• Demonstrate Tool Proficiency: When discussing projects, mention the specific tools used (Figma, Contentsquare, Adobe Analytics, etc.) and how they enabled effective operational execution.
• Address All Four Portfolio Pillars: Ensure each presented case study or example clearly maps back to People, Process, Position, and Product, with a strong emphasis on your role in Process and Position.

📝 Enhancement Note: Interview preparation should heavily focus on demonstrating operational leadership, strategic thinking, and data-driven decision-making. Candidates should be ready to translate their design expertise into tangible business outcomes and operational improvements.

📌 Application Steps

To apply for this operations-focused design leadership position:

• Submit your comprehensive application through the provided link on the Sky careers portal.
• Portfolio Customization: Tailor your portfolio to explicitly showcase your experience in People management, Process optimization (UCD, workflow design), Position (strategic influence), and world-class Product delivery, with a strong emphasis on operational impact and measurable outcomes.
• Resume Optimization: Ensure your resume highlights your leadership experience, strategic contributions, and proficiency with key design and analytics tools (Figma, Contentsquare, Adobe Analytics). Quantify achievements and use keywords relevant to design operations and GTM strategy.
• Interview Preparation: Practice articulating your strategic vision, operational methodologies, and leadership philosophy. Prepare specific case studies that demonstrate your ability to drive efficiency, manage teams, and influence stakeholders, aligning with the "People, Process, Position, Product" requirements.
• Company Research: Thoroughly research Sky's digital products (Sky.com, My Sky app), recent news, and their market position. Understand their customer base and identify potential areas where design operations can drive significant impact.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.