Head of Design Operations - Digital CX

📍 Job Overview

Job Title: Head of Design Operations - Digital CX
Company: Sky
Location: Osterley, United Kingdom (Hybrid) / Leeds, United Kingdom (Hybrid)
Job Type: Full-Time
Category: Operations Management / Design Operations / Digital CX
Date Posted: January 08, 2026
Experience Level: 10+ Years
Remote Status: Hybrid

🚀 Role Summary

• Drive and lead Design Operations within the Digital Customer Experience (CX) team, establishing operational excellence for design, content, and research functions.
• Implement and refine governance frameworks, operational processes, and best practices to ensure consistent, high-quality digital experiences across web and app platforms.
• Strategize and manage the adoption and optimization of design and research tooling, including AI-enabled solutions, to enhance team efficiency and output.
• Oversee critical operational aspects such as capacity planning, resource allocation, budget management, and external vendor relationships to support strategic design initiatives.
• Foster a high-performing, inclusive culture within the design organization, focusing on talent development and retention.

📝 Enhancement Note: This role is positioned as a senior leadership function within Design Operations, bridging the gap between design strategy and execution. It requires a strong understanding of both operational mechanics and the nuances of design and user experience delivery within a large-scale digital environment. The emphasis on "Digital CX" indicates a focus on customer-facing digital touchpoints, requiring a deep understanding of user journeys and customer satisfaction metrics.

📈 Primary Responsibilities

• Lead the strategic direction and execution of Design Operations for the Digital CX division, ensuring alignment with broader CX and business objectives.
• Develop and implement scalable operational frameworks, workflows, and governance models that integrate design practices into Agile and SAFe delivery methodologies.
• Champion the adoption and optimization of a comprehensive tooling strategy, encompassing product design, content design, service design, and user research tools.
• Drive the evaluation, selection, and implementation of AI-enabled tooling and automation solutions to enhance design efficiency, consistency, and innovation.
• Manage operational budgets, including Opex and Capex, and optimize external spend with agencies, vendors, and technology partners.
• Establish and maintain clear processes for capacity planning and resource allocation to ensure optimal team performance and project delivery.
• Ensure all digital interactions and design outputs adhere to accessibility compliance and inclusive design principles at scale.
• Partner closely with Product, Tech, and wider CX teams to embed design ways of working and foster cross-functional collaboration.
• Cultivate a positive and productive team culture that attracts, develops, and retains top design talent.
• Define and track key operational metrics to measure the effectiveness of design processes and identify areas for continuous improvement.

📝 Enhancement Note: The responsibilities highlight a strategic and hands-on approach to Design Operations, requiring leadership in process design, tool management, financial oversight, and team development. The emphasis on embedding design into Agile/SAFe models suggests a need for expertise in scaled agile frameworks and their operational implications for design teams.

🎓 Skills & Qualifications

Education:

• Bachelor's degree in Design, Business Administration, Operations Management, or a related field is preferred.
• Advanced degrees or certifications in Project Management, Design Strategy, or Operations are a plus.

Experience:

• Minimum of 10 years of progressive experience in design governance, design operations, or a related operational leadership role within large, complex organizations.
• Demonstrated experience in establishing and scaling design operations within a digital product or CX environment.
• Proven success in influencing C-level executives and securing investment for design and operational initiatives.

Required Skills:

• Expert-level understanding of Design Operations principles and best practices for digital product development.
• Proficient in establishing and managing governance frameworks for design, content, and research functions.
• Deep experience embedding design practices within Agile and SAFe methodologies.
• Strong capabilities in capacity planning, resource allocation, and budget tracking (Opex/Capex).
• Advanced knowledge of design systems and enterprise-level design and research tooling (e.g., Figma, Storybook, Zeroheight).
• Proven ability to manage and optimize agency partnerships, procurement processes, and external spend.
• Expertise in ensuring accessibility compliance and promoting inclusive practices within operational models.
• Skilled in influencing senior stakeholders and demonstrating design value through business outcomes.

Preferred Skills:

• Experience with AI-enabled tooling and automation in design workflows.
• Familiarity with behavioural-science research and its integration into operational processes.
• Knowledge of customer insights platforms and their application in design decision-making.
• Experience fostering inclusive, high-performing design cultures.

📝 Enhancement Note: The '10+' years of experience, combined with the senior title and scope of responsibilities, clearly indicates a leadership role. The emphasis on influencing C-level stakeholders and securing investment suggests the need for strong business acumen and communication skills beyond typical operational tasks. Expertise in specific design tools like Figma, Storybook, and Zeroheight is critical.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• People: Case studies or examples demonstrating experience in building, mentoring, and managing high-performing design and operations teams. Highlight leadership styles and team development strategies.
• Process: Detailed documentation of scalable User-Centered Design (UCD) methods and operational processes implemented, with clear evidence of measurable outcomes and efficiency gains. This should include examples of workflow design and optimization.
• Position: Evidence of influencing senior leadership (C-level), embedding design strategy into business objectives, and securing buy-in and investment for design initiatives. This could include strategic planning documents or impact reports.
• Product: Demonstrable experience in producing world-class, app-first digital experiences, showcasing an understanding of user journeys, customer needs, and the operational support required for their successful delivery.

Process Documentation:

• Candidates are expected to showcase their ability to document and articulate complex operational processes, including:
  • Workflow design and optimization methodologies for design and research teams.
  • Implementation strategies for new tools, systems, and operational frameworks.
  • Performance measurement and analysis techniques for design operations.

📝 Enhancement Note: The explicit "Application Requirement" section detailing portfolio content is crucial. It directly translates into specific expectations for how candidates should present their experience. The four areas (People, Process, Position, Product) provide a clear structure for a candidate's portfolio.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for a Head of Design Operations role with 10+ years of experience in the UK technology and media sector, and considering London/South East England's cost of living and Sky's market position, a competitive salary range is estimated between £85,000 - £130,000 per annum. This range is subject to variation based on the candidate's specific experience, qualifications, and negotiation.

Benefits:

• Sky Q subscription for home entertainment.
• Discounted Sky Glass hardware and services.
• Generous pension package with employer contributions.
• Comprehensive private healthcare coverage.
• Discounted mobile phone services.
• Discounted broadband services.
• A variety of Sky VIP rewards and exclusive experiences.
• Hybrid working model offering flexibility.

Working Hours:

• Standard full-time working hours, typically 37.5 hours per week.
• The hybrid working model allows for flexibility in how and where work is performed, balancing office presence with remote work.

📝 Enhancement Note: The salary range is an estimate based on common market data for senior operations leadership roles in the UK. Sky is a major employer, and this role's seniority and scope would command a significant compensation package. The benefits listed are directly from the job description and are attractive offerings for employees.

🎯 Team & Company Context

🏢 Company Culture

Industry: Media & Entertainment / Telecommunications. Sky is a leading provider of entertainment, connectivity, and communication services across Europe. Company Size: Large Enterprise (typically 10,000+ employees). Sky operates across multiple countries and employs a vast workforce, indicating a structured corporate environment with established processes. Founded: 1989. Sky has a long-standing history, suggesting a stable organization with a mature operational framework and a deep understanding of its market.

Team Structure:

• The Head of Design Operations reports to the Director of Digital Experience, placing them within a CX Centre of Excellence.
• This role will likely lead a dedicated Design Operations function, potentially managing a small team of specialists or influencing matrixed teams across design, product, and tech.
• Close collaboration with Product Managers, Engineering Leads, UX/UI Designers, Content Designers, User Researchers, and other CX stakeholders is expected.

Methodology:

• Emphasis on embedding design into Agile and SAFe delivery models.
• Utilization of User-Centered Design (UCD) principles, informed by customer insights and behavioural science.
• A data-driven approach to optimize processes and demonstrate design value.
• Focus on operational efficiency through tooling, automation, and process refinement.

Company Website: https://www.sky.com/

📝 Enhancement Note: Sky's established presence in the media and entertainment sector means this role operates within a large, potentially bureaucratic, but also highly resourced environment. The "CX Centre of Excellence" framing suggests a strategic focus on customer experience, where design operations plays a pivotal role in enabling that strategy at scale.

📈 Career & Growth Analysis

Operations Career Level: This is a senior leadership position, equivalent to a Director or VP level within a smaller organization. The 'Head of' title signifies significant responsibility for a critical function, impacting the entire digital design output of the company. Reporting Structure: Reporting directly to the Director of Digital Experience provides high visibility and direct influence on CX strategy. This position is crucial for translating high-level CX goals into actionable operational plans for the design organization. Operations Impact: The Head of Design Operations has a direct impact on the efficiency, quality, and scalability of digital product development. By optimizing design processes, tooling, and team enablement, this role directly influences the customer experience, brand perception, and ultimately, business outcomes such as customer acquisition, retention, and satisfaction.

Growth Opportunities:

• Leadership Advancement: Potential to move into a more senior CX leadership role, such as VP of Design or Director of CX Strategy, overseeing broader areas of customer experience.
• Specialization: Deepen expertise in Design Operations, becoming a recognized industry leader in scaling design functions within large enterprises.
• Cross-Functional Leadership: Opportunity to lead larger, cross-functional operational initiatives that span beyond just design, influencing product development, technology adoption, and customer service operations.
• Mentorship: Develop and mentor emerging talent within the Design Operations field.

📝 Enhancement Note: This is a significant career step for professionals in Design Operations or related fields. The role offers the chance to shape and scale a critical function within a major corporation, providing ample opportunities for strategic impact and career progression.

🌐 Work Environment

Office Type: Hybrid. Sky utilizes a hybrid working model, blending office-based collaboration with remote work flexibility. Office Location(s):

• Osterley: A large campus with extensive amenities, located west of London, accessible via public transport and shuttle buses.
• Leeds: A tech hub located near the city center, offering good accessibility.

Workspace Context:

• The hybrid model allows for flexible work arrangements, promoting work-life balance.
• Office spaces are designed to facilitate collaboration, with amenities supporting employee well-being and productivity.
• Access to modern tools and technology is a given within a company like Sky.
• The Osterley campus, in particular, offers a wide array of facilities, fostering a community environment.

Work Schedule:

• Standard full-time hours, with flexibility on start/end times and the balance between office and remote work, subject to team and project needs. This allows for effective management of operational tasks that may require focused, uninterrupted time.

📝 Enhancement Note: The hybrid work environment is a key aspect for many operations professionals, offering a balance between focused work and collaborative interaction. The detailed description of the Osterley campus suggests a company that invests in its employee experience and provides a comprehensive on-site environment.

📄 Application & Portfolio Review Process

Interview Process:

1. Initial Screening: HR or Recruiter will review applications and conduct an initial screening call to assess basic qualifications, experience, and cultural fit.
2. Hiring Manager Interview: A discussion with the Director of Digital Experience to delve deeper into experience, strategic thinking, and leadership approach.
3. Portfolio Review & Presentation: A dedicated session where candidates present their portfolio, focusing on the four key areas (People, Process, Position, Product). This will likely involve discussing specific case studies and demonstrating impact.
4. Cross-Functional Stakeholder Interviews: Interviews with key stakeholders from Product, Technology, and other CX teams to assess collaboration skills and operational understanding from their perspectives.
5. Final Interview/Panel: Potentially a final round with senior leadership to assess overall fit, strategic vision, and alignment with company values.

Portfolio Review Tips:

• Structure is Key: Organize your portfolio around the four required areas: People, Process, Position, and Product. Use clear headings and concise descriptions.
• Quantify Impact: For each case study, clearly articulate the problem, your role, the solution implemented, and most importantly, the measurable outcomes (e.g., efficiency gains, cost savings, improved design quality, faster delivery cycles). Use metrics.
• Show, Don't Just Tell: Use visuals where appropriate – flowcharts for processes, examples of governance documents, screenshots of tools or dashboards you've managed.
• Highlight Leadership & Influence: For "Position," clearly demonstrate how you've influenced senior stakeholders and driven strategic change. For "People," showcase your approach to team building and talent development.
• Tailor to Sky: Research Sky's digital products and CX initiatives. Frame your experience and examples in a way that shows you understand their business context and challenges.

Challenge Preparation:

• Be prepared for scenario-based questions related to scaling design operations, managing competing priorities, resolving process bottlenecks, and implementing new technologies.
• Practice articulating complex operational strategies and process improvements clearly and concisely, as you will be expected to present your portfolio effectively.
• Think about how you would approach the specific challenges mentioned in the job description, such as embedding design into Agile/SAFe, managing agency relationships, and optimizing tooling.

📝 Enhancement Note: The structured portfolio requirement is a significant part of the application process. Candidates must prepare a compelling narrative that directly addresses the four specified areas, demonstrating both strategic thinking and practical execution capabilities in Design Operations.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma (highly probable given industry standard and mention of design systems), Sketch, Adobe Creative Suite.
• Design Systems & Documentation: Storybook, Zeroheight, Confluence, Notion.
• Collaboration & Project Management: Jira, Confluence, Asana, Trello, Slack, Microsoft Teams.
• User Research & Testing: UserTesting.com, Lookback, Maze, Hotjar, Qualtrics.
• Content Design & Management: Contentful, Acrolinx, or similar CMS/content governance tools.

Analytics & Reporting:

• Google Analytics, Adobe Analytics, Tableau, Power BI, custom dashboards.
• Tools for tracking design system adoption and impact.

CRM & Automation:

• While not directly a CRM role, understanding how design integrates with CRM and marketing automation platforms (e.g., Salesforce, Hubspot) for customer journey mapping and personalization is beneficial.
• Automation tools for workflow management and reporting.

📝 Enhancement Note: The job description specifically mentions Figma, Storybook, and Zeroheight. Given the scope of Design Operations, proficiency in project management (Agile/SAFe), collaboration, and potentially BI/analytics tools is essential. The mention of "AI-enabled tooling" suggests an openness to and expectation of familiarity with emerging technologies.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A deep commitment to understanding and serving customer needs through exceptional digital experiences.
• Efficiency & Optimization: A drive to continuously improve processes, reduce waste, and maximize operational effectiveness.
• Collaboration & Partnership: Fostering strong working relationships across design, product, tech, and other business units.
• Data-Driven Decision Making: Utilizing insights from data, research, and analytics to inform operational strategies and improvements.
• Inclusivity & Accessibility: Ensuring all digital products and internal processes are accessible and welcoming to everyone.
• Innovation: Embracing new technologies and methodologies to enhance design and operational capabilities.

Collaboration Style:

• Cross-Functional Integration: Proactively working with Product, Engineering, Marketing, and other CX teams to ensure seamless end-to-end customer journeys.
• Open Communication: Encouraging transparent dialogue, feedback, and knowledge sharing within the design organization and with partner teams.
• Process Improvement Culture: Actively seeking input from team members on how to refine workflows and enhance operational efficiency.
• Strategic Partnership: Acting as a strategic partner to design leadership and other departments, providing operational insights that drive business value.

📝 Enhancement Note: Sky's emphasis on "proudly be yourself" and being an "inclusive place to work" suggests a culture that values diversity and authenticity. The operations values would likely align with enabling these broader company goals through efficient and effective design processes.

⚡ Challenges & Growth Opportunities

Challenges:

• Scaling Design Operations: Implementing and maintaining consistent design operations processes across multiple digital products and platforms within a large organization.
• Tooling Integration & Adoption: Selecting, integrating, and driving adoption of new design and research tools, including AI-powered solutions, across diverse teams with varying technical proficiencies.
• Cross-Functional Alignment: Ensuring seamless collaboration and alignment between Design Operations, Product, Engineering, and other departments, especially within complex Agile/SAFe frameworks.
• Demonstrating ROI: Quantifying the impact and ROI of Design Operations initiatives to secure ongoing investment and executive buy-in.
• Managing External Partnerships: Optimizing relationships and spend with agencies and vendors while ensuring quality and adherence to Sky's standards.

Learning & Development Opportunities:

• Strategic Leadership Development: Gaining experience in high-level strategic planning and executive stakeholder management.
• Industry Best Practices: Staying at the forefront of Design Operations trends, tooling advancements, and AI applications in design.
• Mentorship: Being mentored by senior CX leaders and having the opportunity to mentor junior operations professionals.
• Operational Excellence Programs: Access to internal training and development programs focused on operational efficiency, financial management, and leadership.
• Industry Conferences & Certifications: Opportunities to attend relevant industry events and pursue certifications in areas like Agile, SAFe, or operations management.

📝 Enhancement Note: The challenges outlined are typical for senior operations roles in large, dynamic companies. Addressing these effectively will require strong problem-solving skills, strategic thinking, and excellent stakeholder management. The growth opportunities are substantial, offering a clear path for career advancement.

💡 Interview Preparation

Strategy Questions:

• "How would you approach establishing a Design Operations function from the ground up, or scaling an existing one, within a large enterprise like Sky?" (Focus on framework, governance, and phased implementation).
• "Describe your process for selecting, implementing, and driving adoption of new design tools, particularly AI-enabled ones. How do you measure success?" (Highlight tooling strategy, change management, and metrics).
• "How do you balance the need for standardized processes and governance with the desire for designer autonomy and creativity?" (Discuss finding the right balance, flexible frameworks).
• "Given Sky's focus on Digital CX, how would you ensure design operations directly contributes to improved customer satisfaction and business outcomes?" (Connect operations to CX metrics and business goals).

Company & Culture Questions:

• "What do you know about Sky's current digital products and customer experience strategy?" (Research Sky's website, recent news, app stores).
• "How would you foster an inclusive and high-performing culture within the Design Operations team and the broader design organization?" (Relate to Sky's diversity and inclusion statements).
• "Describe your experience working within Agile/SAFe environments. How do you ensure design integrates effectively?" (Show understanding of scaled agile and its operational impact).

Portfolio Presentation Strategy:

• Narrative Flow: Structure your presentation logically, using the four required areas as your guide. Begin with an overview of your experience and then dive into specific examples.
• Quantify Everything: For each case study, clearly state the problem, your actions, and the quantifiable results. Use percentages, numbers, and ROI where possible.
• Visual Aids: Use clear, uncluttered slides. Incorporate flowcharts for processes, screenshots of tools, and simple charts for metrics. Avoid text-heavy slides.
• Focus on Impact: Emphasize how your work as a Design Operations leader directly contributed to business success, improved efficiency, or enhanced the customer experience.
• Demonstrate Influence: For the "Position" section, highlight specific instances where you influenced senior stakeholders and drove strategic initiatives.
• Be Prepared for Deep Dives: Anticipate follow-up questions on your methodology, the challenges you faced, and how you overcame them.

📝 Enhancement Note: Candidates should prepare to articulate their strategic vision for Design Operations and back it up with concrete examples from their portfolio. The interview process will likely assess not only technical operational skills but also strategic thinking, leadership presence, and cultural alignment with Sky's values.

📌 Application Steps

To apply for this Head of Design Operations position:

• Submit your application through the Sky careers portal via the provided link.
• Portfolio Customization: Tailor your portfolio to specifically highlight your experience in the four required areas: People, Process, Position, and Product. Ensure each section clearly demonstrates your impact and aligns with the responsibilities outlined in the job description.
• Resume Optimization: Update your resume to prominently feature keywords such as "Design Operations," "Governance," "Agile/SAFe," "Tooling Strategy," "Capacity Planning," "Resource Allocation," "Budget Management," "Agency Partnerships," and "Accessibility." Quantify achievements wherever possible.
• Interview Preparation: Practice articulating your experience using the STAR method (Situation, Task, Action, Result), especially for behavioral questions. Prepare a concise and compelling narrative for your portfolio presentation, focusing on quantifiable results and strategic influence.
• Company Research: Thoroughly research Sky's digital presence, its CX strategy, recent company news, and its stated values around inclusion and employee experience. Understand their market position and key digital products.

⚠️ 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.

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