Head of Design Operations - Digital CX

📍 Job Overview

Job Title: Head of Design Operations - Digital CX Company: Sky Location: Osterley, United Kingdom (with potential for Leeds, UK) Job Type: Full-Time Category: Operations (Design Operations, CX Operations, GTM Operations) Date Posted: November 18, 2025 Experience Level: Senior/Executive (Implied 10+ years) Remote Status: Hybrid

🚀 Role Summary

• Spearhead Design Operations within the Digital Customer Experience (CX) team, acting as the central operational hub for design and research functions.
• Establish and refine robust governance frameworks, operational efficiency initiatives, and scalable design practices integrated into agile delivery models.
• Drive the strategic implementation and optimization of design and research tooling, including AI-enabled solutions, to enhance team productivity and consistency.
• Manage critical operational aspects such as capacity planning, resource allocation, budget oversight (opex/capex), and external vendor management to support large-scale programs.

📝 Enhancement Note: While the title is "Head of Design Operations," the responsibilities heavily lean into GTM operations by focusing on the operational backbone for design teams that optimize web and app experiences. This role bridges design execution with business delivery models, making it a critical GTM enabler. The emphasis on embedding design into Agile/SAFe models and influencing C-level stakeholders signifies a strategic, high-impact operations role.

📈 Primary Responsibilities

• Lead and evolve Design Operations across all digital touchpoints, ensuring alignment with Assisted Operations and broader CX strategy for seamless delivery, consistent governance, accessibility compliance, and inclusive practices.
• Collaborate closely with CX, Product, and Technology departments to define clear workflows, establish governance structures, and embed standardized design methodologies within Agile and SAFe delivery frameworks.
• Develop and deploy comprehensive operational frameworks, tools, and processes that leverage customer insights and behavioral science research to inform decision-making and empower designers and researchers for efficient delivery.
• Champion and manage the tooling strategy, encompassing the evaluation, adoption, and optimization of product design, content design, service design, and user research tools, with a strong focus on automation, AI-driven capabilities, and emerging operational best practices.
• Oversee and optimize capacity planning, resource allocation, budget tracking (opex/capex), and external spend management with agencies and vendors to ensure efficient program execution.
• Cultivate a high-performing, inclusive team culture dedicated to attracting, retaining, and developing top design talent.

📝 Enhancement Note: The responsibilities highlight a strategic function that impacts the entire GTM lifecycle by ensuring design quality and efficiency at scale. The focus on "embedding design into Agile and SAFe models" is a key operations responsibility for bridging product development and user experience.

🎓 Skills & Qualifications

Education: While not explicitly stated, a Bachelor's or Master's degree in Design, Business Operations, or a related field is typically expected for a "Head of" role with significant operational responsibilities. Advanced degrees or certifications in project management or operations could be beneficial.

Experience: A proven track record of at least 10 years in senior design governance, design operations, or a closely related operational leadership role within large, complex organizations is essential. Experience in the media, entertainment, or digital technology sectors would be advantageous.

Required Skills:

• Demonstrated success in leading Design Operations within large, complex organizational structures.
• Exceptional stakeholder management and influencing skills, capable of communicating design's value in business outcomes to C-level executives and securing necessary investment.
• Expertise in integrating design processes and principles into Agile and SAFe delivery methodologies, including the establishment of robust design governance frameworks.
• Proficiency in managing comprehensive resourcing strategies, including Opex/Capex planning and vendor management/procurement for large-scale, multi-faceted programs.
• Expert-level knowledge of design systems and enterprise-grade design and research tooling (e.g., Figma, Storybook, Zeroheight), with a demonstrated ability to optimize their adoption and scalability.
• Proven ability to embed accessibility compliance and inclusive design practices into operational models and workflows.
• Strong experience in managing agency partnerships, navigating procurement processes, and optimizing external spend.

Preferred Skills:

• Experience with AI-enabled tooling and automation within design operations.
• Familiarity with behavioral-science research methodologies and their application in operational processes.
• Experience in fostering and scaling design talent within a growing organization.
• Understanding of customer experience (CX) strategy and its operational implications.

📝 Enhancement Note: The emphasis on "senior design governance or design operations roles within large, complex organisations" and the requirement to influence C-level stakeholders indicates a senior-level operations leader. The explicit mention of "10+ years" implied by the "Head of" title and responsibilities is a key indicator for experienced operations professionals.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials: Candidates are required to submit a portfolio or content demonstrating experience across four key areas:

• People: Evidence of building and leading high-performing design and operations teams. This should showcase leadership style, talent development strategies, and team-building initiatives.
• Process: Demonstrating the application of scalable User-Centered Design (UCD) methods and operational processes that drive measurable business outcomes. This includes workflow optimization, governance implementation, and efficiency improvements.
• Position: Influencing strategy and embedding design operations principles at a senior executive level. This requires examples of strategic partnerships, stakeholder buy-in, and impact on organizational design maturity.
• Product: Showcasing the production of provable, world-class app-first digital experiences, highlighting the operational support and processes that enabled their successful delivery.

Process Documentation:

• Candidates should be prepared to discuss and provide examples of documented workflows and operational processes they have designed and implemented to support design teams.
• Experience in creating and maintaining documentation for design systems, tool adoption guidelines, and governance frameworks will be highly valued.
• The ability to articulate how processes were measured for effectiveness and iterated upon based on performance data is crucial.

📝 Enhancement Note: The explicit "Application Requirement" for a portfolio covering "People, Process, Position, Product" is a critical differentiator for this role. It signals a need for operations candidates who can demonstrate tangible impact through structured evidence, aligning directly with the demands of GTM and Design Operations leadership.

💵 Compensation & Benefits

Salary Range: Based on the "Head of" title, seniority, location (Osterley, UK), and the complex nature of the role within a large enterprise like Sky, the estimated salary range for this position would likely be between £85,000 and £120,000 annually. This estimation is derived from industry benchmarks for senior operations and design operations leadership roles in the UK, considering the company's size, industry (media & entertainment), and the scope of responsibilities involving strategic influence and operational oversight.

Benefits:

• Sky Q Subscription: Access to Sky's premium entertainment package.
• Sky Glass Discount: Special rates on Sky Glass hardware.
• Generous Pension Package: A significant contribution towards retirement savings.
• Private Healthcare: Comprehensive health insurance for employees and potentially their families.
• Discounted Mobile and Broadband: Reduced rates on Sky's telecommunications services.
• Sky VIP Rewards and Experiences: Access to exclusive perks, events, and loyalty rewards.

Working Hours: Sky typically operates on a standard 40-hour work week. However, as a "Head of" role, there will be an expectation of flexibility to manage critical projects, stakeholder engagements, and team needs, which may occasionally require working beyond standard hours. The hybrid model also offers flexibility in scheduling workdays.

📝 Enhancement Note: The salary estimate is based on UK market data for senior operations roles in large corporations, factoring in the specific location and the "Head of" seniority. The benefits listed are directly from the job description and are typical for large, established companies in the UK.

🎯 Team & Company Context

🏢 Company Culture

Industry: Sky operates within the Media & Entertainment and Telecommunications sectors, a dynamic and competitive landscape characterized by rapid technological advancements, evolving consumer demands, and significant market consolidation. This context means that operational efficiency, customer experience optimization, and agile delivery are paramount for sustained success.

Company Size: Sky is a large, multinational corporation with a significant employee base and millions of customers across multiple countries. This scale implies a need for highly structured processes, robust governance, and effective operational management to ensure consistency and efficiency across diverse teams and geographies.

Founded: Sky was founded in 1989, giving it a long history and established presence in the European media market. This longevity suggests a culture that values stability and established practices, but also one that has evolved to embrace innovation to remain competitive in the fast-paced digital and media industries.

Team Structure:

• The Head of Design Operations will report to the Director of Digital Experience, placing them within the Customer Experience Centre of Excellence. This indicates a strategic position with influence over CX initiatives.
• The role involves close partnership with CX, Product, and Tech teams, highlighting a highly collaborative, cross-functional operational environment.
• The Design Operations function itself will likely involve managing a team of operational specialists, program managers, or designers focused on operational efficiency, tooling, and process improvement.

Methodology:

• Data-Driven Operations: The role emphasizes leveraging customer insights and behavioral science research to inform operational decisions and processes, indicating a data-centric approach to optimizing customer experiences.
• Agile & SAFe Integration: A core function is embedding design ways of working into Agile and SAFe delivery models, suggesting a commitment to agile methodologies for efficient product development and delivery.
• Process Optimization & Automation: The role is tasked with leading operational efficiency initiatives and championing automation and AI-enabled tooling, pointing to a continuous improvement mindset.

Company Website: Sky.com

📝 Enhancement Note: The company's industry and size are crucial for understanding the complexity and scale of the operations expected. The reporting structure confirms a strategic role within the CX organization, impacting GTM through improved design delivery.

📈 Career & Growth Analysis

Operations Career Level: This is a senior leadership position, "Head of," indicating a role with significant strategic responsibility, team leadership, and cross-functional influence. It sits at the executive level within the Digital CX organization, responsible for the operational backbone that supports design and research efforts critical to the company's digital product strategy.

Reporting Structure: The role reports directly to the Director of Digital Experience, positioning it as a key operational leader within the Customer Experience Centre of Excellence. This structure implies direct involvement in shaping CX strategy and ensuring its operational execution.

Operations Impact: The Head of Design Operations will have a profound impact on Sky's revenue by ensuring that digital customer experiences are optimized for conversion, retention, and customer satisfaction. By improving design efficiency, consistency, and adherence to best practices (like accessibility and inclusivity), this role directly contributes to a more compelling and effective digital product portfolio, thereby driving customer engagement and loyalty, which are key revenue drivers.

Growth Opportunities:

• Leadership Expansion: Potential to expand the scope of Design Operations or move into broader CX or Digital Operations leadership roles within Sky.
• Strategic Influence: Opportunity to shape the future of design and CX operations at a large, influential media and entertainment company.
• Skill Development: Deepen expertise in areas like AI-driven tooling, advanced governance frameworks, and large-scale program management within a complex enterprise environment.
• Cross-Functional Mobility: Potential to move into Product Management, Program Management, or strategic roles within the wider Digital or Technology divisions.

📝 Enhancement Note: The "Head of" title and reporting line to a Director clearly position this as a senior operations leadership role. The emphasis on influencing strategy and embedding design into delivery models highlights the potential for significant career progression and impact.

🌐 Work Environment

Office Type: Sky operates a hybrid working model. This means employees will have the opportunity to work from Sky's modern office spaces while also enjoying the flexibility of working from home. The Osterley campus, in particular, is described as a large, well-equipped facility.

Office Location(s):

• Osterley: A primary base, located a 10-minute walk from Syon Lane train station, with free shuttle bus services from several tube stations. The campus offers extensive amenities including subsidized restaurants, cafes, a gym, cinema, and beauty salon.
• Leeds: An alternative office location, a tech hub situated less than a mile from Leeds train station, with parking and recreational facilities like pool and table tennis.

Workspace Context:

• The environment is designed for collaboration, with opportunities for both in-person interaction at the office and remote teamwork.
• Access to state-of-the-art design and research tooling is a given, supporting the operational needs of digital product teams.
• The hybrid model necessitates robust digital collaboration tools and practices to ensure seamless communication and workflow across dispersed teams.

Work Schedule: The role is full-time, with a standard 40-hour week. The hybrid arrangement offers flexibility, allowing employees to balance office-based collaboration with remote work, catering to the need for focused work and team integration.

📝 Enhancement Note: The hybrid nature and description of the office spaces (Osterley campus, Leeds tech hub) provide a clear picture of the physical and flexible work environment, which is increasingly important for operations professionals.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely a review of CV and portfolio against the core requirements by a recruiter or hiring manager. Focus on demonstrating impact in governance, process, people, and product.
• Hiring Manager Interview: Deeper dive into experience, leadership style, and strategic thinking related to Design Operations and CX. Expect questions on how you've built teams, improved processes, and influenced senior stakeholders.
• Panel Interview/Case Study: This stage will likely involve a panel of stakeholders from CX, Product, and Tech. Candidates may be asked to present their portfolio and/or work through a hypothetical design operations challenge relevant to Sky's business. This is where you'll demonstrate your ability to apply UCD methods, manage resources, and embed design into delivery models.
• Final Interview: Potentially with a more senior executive to assess cultural fit, strategic alignment, and overall leadership potential.

Portfolio Review Tips:

• Structured Narrative: Organize your portfolio around the four required themes: People, Process, Position, Product. For each, provide clear context, your specific role and actions, and quantifiable outcomes.
• Quantify Impact: Whenever possible, use metrics to demonstrate the success of your initiatives. For example, "Reduced design cycle time by X%," "Increased adoption of design system by Y%," or "Achieved Z% improvement in accessibility compliance scores."
• Showcase Governance & Process: Highlight examples of establishing governance frameworks, embedding design into Agile/SAFe, and implementing operational processes that drive efficiency and consistency.
• Demonstrate Senior Influence: Include case studies where you successfully influenced senior stakeholders, secured investment, or integrated design operations into broader business strategy.
• Tooling & Technology: Briefly mention the tools and technologies you've utilized to support your operational efforts, especially design systems and enterprise design tools.

Challenge Preparation:

• Process Design: Be ready to outline how you would approach designing or improving a design operational process for a specific scenario (e.g., onboarding new designers, managing design requests, ensuring accessibility).
• Tooling Strategy: Prepare to discuss how you would evaluate, select, and implement new design tools, considering factors like scalability, integration, and user adoption.
• Stakeholder Management: Practice articulating how you would gain buy-in from Product and Tech leaders for design operations initiatives.
• Team Building: Prepare to discuss your philosophy on building and leading a high-performing, inclusive design operations team.

📝 Enhancement Note: The explicit "Application Requirement" for a portfolio focusing on People, Process, Position, and Product dictates the preparation strategy. Candidates must tailor their portfolio and interview responses to these specific areas, demonstrating operational leadership through concrete examples.

🛠 Tools & Technology Stack

Primary Tools:

• Design Systems & Enterprise Tools: Expert-level knowledge is required for tools like Figma (for design and prototyping), Storybook (for component libraries), and Zeroheight (for design system documentation). Proficiency in optimizing the adoption and scalability of these tools is key.
• Collaboration & Workflow Tools: Experience with project management and collaboration platforms such as Jira, Confluence, Asana, Trello, or similar, for embedding design into Agile/SAFe workflows.
• User Research & Testing Platforms: Familiarity with tools used for user research, usability testing, and feedback collection, though specific names are not listed, this is implied by "user research tools."

Analytics & Reporting:

• While not explicitly listed, a Head of Design Operations would likely leverage analytics tools to measure the impact of design operations initiatives. This could include tools for website analytics (e.g., Google Analytics), A/B testing platforms, and potentially BI tools for reporting on key operational metrics.
• Experience in defining KPIs and reporting on operational efficiency, design system adoption, and accessibility compliance would be beneficial.

CRM & Automation:

• Automation & AI-Enabled Tooling: A strong focus on championing and implementing automation and AI-enabled tooling to enhance efficiency and consistency is a core requirement. This suggests an openness to exploring and integrating new technologies that streamline operational processes.
• Procurement & Vendor Management Systems: Experience with systems or processes related to managing external spend, agency partnerships, and procurement will be necessary.

📝 Enhancement Note: The specific mention of Figma, Storybook, and Zeroheight indicates a modern, component-driven design workflow. The emphasis on "AI-enabled tooling" and "automation" points towards a forward-thinking approach to operations technology.

👥 Team Culture & Values

Operations Values:

• Efficiency & Scalability: A core value will be driving operational efficiency and ensuring that design processes and systems can scale effectively to meet the demands of a large organization. This translates to a focus on streamlining workflows and optimizing resource utilization.
• Collaboration & Partnership: The role thrives on strong collaboration with CX, Product, and Tech teams. This implies a value placed on cross-functional teamwork, open communication, and building strong working relationships.
• Data-Driven Decision Making: The emphasis on customer insights and behavioral science research highlights a commitment to making decisions based on data and evidence, rather than solely on intuition.
• Inclusivity & Accessibility: Fostering an inclusive culture and embedding accessibility compliance into operational models are explicitly stated values. This means a commitment to equitable design practices and ensuring all customers can access and use Sky's digital products.
• Continuous Improvement: The drive to optimize tooling, processes, and practices suggests a culture that embraces continuous learning and iterative improvement.

Collaboration Style:

• Strategic Partnership: The role requires a collaborative style that positions Design Operations as a strategic partner to Product, Tech, and broader CX teams, rather than a purely transactional support function.
• Cross-Functional Integration: Effective collaboration involves embedding design operational principles directly into Agile/SAFe delivery models, requiring close integration with development and product management processes.
• Influence & Advocacy: The ability to influence stakeholders at all levels, advocate for design operations best practices, and champion new tools and processes is crucial.
• Feedback & Iteration: A culture that encourages open feedback on processes and systems, allowing for iterative refinement to maximize effectiveness.

📝 Enhancement Note: The values emphasize a blend of strategic operational leadership and a people-centric approach, crucial for a "Head of" role that influences multiple departments.

⚡ Challenges & Growth Opportunities

Challenges:

• Scaling Design Operations: Ensuring that design processes, governance, and tooling can effectively scale to support Sky's extensive digital product portfolio and evolving business needs.
• Cross-Functional Alignment: Bridging the gap between design, product, and technology teams to ensure seamless integration of design operations into agile development cycles, overcoming potential silos.
• Tooling Integration & Adoption: Strategically selecting, implementing, and driving adoption of new design and AI-enabled tooling across diverse teams, while managing existing toolsets and vendor relationships.
• Measuring Impact: Clearly defining and demonstrating the ROI of design operations initiatives, linking operational improvements to tangible business outcomes like efficiency gains, cost savings, and improved customer experience metrics.
• Cultural Change Management: Driving adoption of new operational frameworks and design-centric ways of working across a large organization, requiring strong change management and stakeholder engagement skills.

Learning & Development Opportunities:

• AI & Automation in Design: Opportunity to lead the integration of cutting-edge AI tools and automation strategies within design workflows, staying at the forefront of industry innovation.
• Strategic CX Leadership: Develop deeper expertise in influencing CX strategy at a senior executive level, understanding the broader business implications of operational decisions.
• Large-Scale Program Management: Gain extensive experience managing complex, large-scale programs and budgets within a multinational corporation.
• Industry Best Practices: Continuous learning through exposure to best practices in design systems, accessibility, and operational efficiency within the media and entertainment sector.
• Mentorship: Potential for mentorship from senior leaders within Sky's CX, Digital, or Technology departments, fostering leadership development.

📝 Enhancement Note: The challenges highlight the strategic complexity and the need for strong leadership and change management skills, typical for a senior operations role in a large enterprise.

💡 Interview Preparation

Strategy Questions:

• "How would you establish a Design Operations function within a large, complex organization like Sky, considering our current Agile/SAFe structure?" (Focus on governance, process, and integration)
• "Describe a time you successfully embedded a new design system or critical design tool across multiple teams. What was your strategy for adoption and what were the key challenges?" (Demonstrate tooling strategy and change management)
• "How do you measure the success and business impact of Design Operations initiatives? Provide specific examples of KPIs and outcomes you've driven." (Focus on metrics and ROI)
• "Walk me through your approach to capacity planning and resource allocation for design and research teams within a dynamic product development environment." (Highlight operational planning skills)
• "How would you foster collaboration and alignment between Design, Product, and Engineering teams to ensure a cohesive customer experience?" (Focus on cross-functional collaboration)

Company & Culture Questions:

• "What interests you most about Sky and our mission to deliver outstanding digital customer experiences?" (Show genuine interest and alignment)
• "Based on your understanding of Sky, what do you see as the biggest operational challenges for our digital CX design teams?" (Demonstrate research and critical thinking)
• "How do you foster an inclusive and high-performing culture within your operational teams?" (Align with Sky's stated values)
• "How do you ensure accessibility and inclusive design practices are embedded into operational workflows at scale?" (Address specific requirements)

Portfolio Presentation Strategy:

• Structured Narrative: Present your portfolio using the "People, Process, Position, Product" framework. For each, clearly articulate the context, your actions, and the measurable outcomes.
• Quantify Impact: Use data to support your claims. For example, "Implemented a new design review process that reduced bug reports by 15%," or "Led the adoption of a design system, increasing design efficiency by 20%."
• Demonstrate Strategic Influence: Show how you've influenced senior leadership and integrated design operations into the broader business strategy.
• Highlight Tooling Expertise: Briefly showcase your experience with key design tools (Figma, Storybook, etc.) and any experience with AI or automation in design operations.
• Conciseness and Clarity: Be prepared to present your most impactful work concisely, focusing on the relevance to Sky's needs. Anticipate questions and have detailed examples ready.

📝 Enhancement Note: The interview preparation is heavily influenced by the explicit application requirements and the senior nature of the role, emphasizing strategic thinking, measurable impact, and cross-functional leadership.

📌 Application Steps

To apply for this Head of Design Operations position:

• Submit your application through the Sky careers portal via the provided URL.
• Portfolio Customization: Curate your portfolio to prominently feature examples that directly address the four required areas: People (team building), Process (scalable UCD methods, measurable outcomes), Position (senior influence, strategy embedding), and Product (world-class digital experiences). Ensure each section clearly articulates your role, actions, and quantifiable results.
• Resume Optimization: Tailor your resume to highlight keywords and responsibilities mentioned in the job description, such as "Design Operations," "Governance Frameworks," "Agile/SAFe," "Capacity Planning," "Resource Allocation," "Tooling Strategy," "Accessibility Compliance," and "Stakeholder Management." Quantify achievements wherever possible.
• Interview Preparation: Practice articulating your experience and methodologies using the STAR method (Situation, Task, Action, Result) for behavioral questions. Prepare to discuss your approach to strategic challenges, team leadership, and operational efficiency. Rehearse your portfolio presentation to ensure it is clear, concise, and impactful.
• Company Research: Thoroughly research Sky's digital products, CX strategy, recent news, and company values. Understand their market position and how Design Operations contributes to their overall business objectives. Prepare thoughtful questions to ask the interviewer that demonstrate your engagement and understanding of the role and company.

⚠️ 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.