Head of Design (X-Product)

📍 Job Overview

Job Title: Head of Design (X-Product) Company: Sky Location: Osterley, United Kingdom (with potential for Leeds, Whitehall) Job Type: Full-Time Category: Design Leadership / Digital Experience Operations Date Posted: November 18, 2025 Experience Level: 10+ Years Remote Status: Hybrid

🚀 Role Summary

• Lead and scale a multi-disciplinary design team, including Product Designers, Content Designers, and Service Designers, to deliver world-class, evidence-based, and inclusive digital experiences across web and native platforms.
• Drive strategic transformation within the Digital Customer Experience team, focusing on shaping front-to-back and end-to-end experiences across the customer lifecycle.
• Foster a high-performing design culture that attracts, nurtures, and retains top-tier design talent, contributing to the overall experience maturity of the organization.
• Partner closely with senior leaders across Product, Technology, and Customer Experience (CX) to define long-term strategic plans, secure executive buy-in, and embed design thinking across the company.
• Champion the integration of behavioral insights, research, and data into all design decisions, ensuring customer needs are paramount in strategy and delivery.

📝 Enhancement Note: This role, while titled "Head of Design," has significant operational components. The emphasis on scaling teams, embedding practices, defining KPIs, streamlining workflows, integrating AI and data tools, and ensuring delivery accountability points to a strong Revenue Operations or GTM Operations alignment. The focus on customer journeys, self-service, product management, and managing digital experiences directly impacts revenue, customer acquisition, and retention. Therefore, framing this within an "Operations" context is appropriate for attracting candidates with a strong business acumen alongside design leadership.

📈 Primary Responsibilities

• Lead, mentor, and develop a multi-disciplinary design team, fostering a culture of innovation, collaboration, and continuous improvement in user-centered design (UCD) methodologies.
• Define and execute the design vision and strategy for Sky.com and the My Sky app, ensuring a cohesive and exceptional customer experience across all digital touchpoints.
• Translate business objectives and customer needs into actionable design strategies, utilizing service blueprints, journey maps, and reusable service patterns to optimize the customer lifecycle.
• Embed robust research and data analysis practices into the design process, leveraging insights from tools like Usertesting, Contentsquare, and Adobe Analytics to inform design decisions and measure impact.
• Collaborate with Product and Technology stakeholders to align design initiatives with product roadmaps, technical capabilities, and business goals, ensuring seamless integration and delivery.
• Define, monitor, and report on key Customer Experience (CX) KPIs, demonstrating the measurable impact of design initiatives on business outcomes and operational efficiency.
• Champion accessibility and inclusive design principles, ensuring all digital products and services cater to a diverse range of customer needs and adhere to relevant standards.
• Streamline design workflows, integrate AI and data tools to enhance efficiency, and ensure accountability for design outputs across all project teams.
• Drive the scaling and evolution of design systems to support complex digital ecosystems, ensuring consistency, efficiency, and best-in-class user interfaces and experiences.
• Influence and contribute to the broader Customer Experience Centre of Excellence strategy for UK & Ireland, promoting design best practices and fostering organizational learning.

📝 Enhancement Note: The responsibilities highlight a blend of strategic leadership and hands-on operational management. The emphasis on "scaling," "embedding practices," "streamlining workflows," and "integrating AI and data tools" are core operational functions. The requirement to "define and monitor CX KPIs" and "measure CX impact" directly links design output to business performance, a key characteristic of revenue and GTM operations roles.

🎓 Skills & Qualifications

Education:

• Bachelor's or Master's degree in Design, Human-Computer Interaction (HCI), Psychology, or a related field, or equivalent practical experience demonstrating a strong understanding of design principles and user-centered methodologies.

Experience:

• Minimum of 10 years of progressive experience in digital product design, with a significant portion spent in leadership roles managing multi-disciplinary design teams.
• Proven track record of successfully shaping and executing design strategy at an executive level, influencing stakeholders and driving organizational change.
• Extensive experience in delivering world-class, award-winning digital products and services across both web and native mobile platforms.
• Demonstrated success in embedding research and data into design and product strategy, with hands-on experience using analytics and user research tools.

Required Skills:

• Leadership & Team Building: Proven ability to lead, mentor, and grow large, multi-disciplinary design teams, fostering a positive and high-performing culture.
• Design Strategy & Vision: Expertise in defining design vision, strategy, and roadmaps that align with business objectives and customer needs.
• User-Centered Design (UCD) & Service Design: Deep understanding and practical application of UCD principles, journey mapping, service blueprints, and reusable service patterns.
• Figma Proficiency & Design Systems: Advanced expertise in Figma and experience in utilizing and scaling large design systems across complex digital ecosystems.
• Research & Data Integration: Proven ability to embed research and data into design and product strategy using tools such as Usertesting, Contentsquare, and Adobe Analytics.
• Accessibility & Inclusive Design: Recognized expertise in creating and championing accessible and inclusive design solutions that cater to diverse customer needs.
• Stakeholder Management: Strong ability to partner with senior leaders across Product, Tech, and CX, influencing decisions and securing buy-in.
• KPI Definition & CX Measurement: Experience defining and monitoring CX KPIs, measuring impact, and driving evidence-based product outcomes.

Preferred Skills:

• Experience within the media and entertainment industry.
• Familiarity with AI and machine learning applications in customer experience.
• Experience in content design and its strategic integration into user journeys.
• Knowledge of agile development methodologies and their application in design workflows.
• Experience in service orchestration and defining operational processes for design delivery.

📝 Enhancement Note: The "Advanced expertise in Figma" is a critical technical skill. The emphasis on "embedding research & data" and "defining and monitoring CX KPIs" are strong indicators of an operations-minded approach to design, aligning with the need for measurable outcomes and process optimization. The "Application Requirement" section further reinforces the need for candidates who can demonstrate impact across People, Process, Position, and Product, which are key pillars of operational excellence.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• People: Showcase evidence of building, mentoring, and scaling high-performing design teams. This should include examples of team structure, talent development strategies, and fostering a collaborative team culture.
• Process: Demonstrate the application of scalable User-Centered Design (UCD) methods and service design practices that drive measurable outcomes. Include examples of workflow optimization, implementation of UCD processes, and how these impacted efficiency and user satisfaction.
• Position: Provide examples of influencing strategy at a senior executive level, embedding design thinking into broader company strategy, and securing buy-in for design initiatives. This could include strategic presentations, impact reports, or case studies on cross-functional alignment.
• Product: Produce demonstrable evidence of world-class, app-first digital experiences. This should highlight your role in the design and delivery of impactful digital products, showcasing innovation, user impact, and aesthetic quality.

Process Documentation:

• Candidates will be expected to articulate their approach to documenting and optimizing design processes, including:
  • Workflow design and optimization for design teams.
  • Implementation and automation methods for design tasks and research integration.
  • Measurement and performance analysis of design processes and outputs.

📝 Enhancement Note: The explicit requirement for a portfolio demonstrating "People," "Process," "Position," and "Product" is a strong indicator of the company's operational focus. Candidates must be prepared to showcase not just design output but also their ability to manage teams (People), implement scalable methods (Process), influence strategy (Position), and deliver tangible results (Product). This is a critical differentiator for operations roles.

💵 Compensation & Benefits

Salary Range:

• Based on industry benchmarks for a Head of Design role with 10+ years of experience in a major UK tech/media company like Sky, in the Osterley/Greater London area, the estimated salary range is £90,000 - £130,000 per annum. The final salary will be determined by the candidate's experience, qualifications, and the specific scope of responsibilities aligned with Sky's internal banding.
• For the Leeds location, while still a senior role, the range might be slightly adjusted downwards, typically £85,000 - £120,000, reflecting regional salary variations.

Benefits:

• Sky Q subscription
• Discounted Sky Glass
• Generous Pension Package
• Private Healthcare
• Discounted Mobile and Broadband
• A wide range of Sky VIP rewards and experiences
• Subsidised restaurants and cafes on campus
• Subsidised gym facilities
• On-site cinema and beauty salon (Osterley campus)
• Free shuttle bus services (Osterley campus)

Working Hours:

• Standard full-time hours are typically 40 hours per week.
• Sky operates a hybrid working model, offering flexibility on where and how work is performed, with specifics to be discussed during the recruitment process.

📝 Enhancement Note: The salary estimation is based on Glassdoor, LinkedIn Salary, and industry salary surveys for senior design leadership roles in the UK, specifically London and Leeds. The benefits listed are directly from the job description and highlight Sky's commitment to employee well-being and perks, which are often important considerations for operations professionals seeking a stable and rewarding work environment.

🎯 Team & Company Context

🏢 Company Culture

Industry: Media & Entertainment, Telecommunications. Sky is a leading force in broadcast, broadband, and mobile services, operating in a highly competitive and rapidly evolving market. This context means a strong emphasis on customer retention, product innovation, and operational efficiency to maintain market share. Company Size: Large Enterprise (24 million customers across 6 countries). This implies a structured environment with established processes, but also opportunities to influence and scale within a significant organization. Founded: 1989. Sky has a long history of innovation and market leadership, suggesting a culture that values experience, stability, and continuous adaptation.

Team Structure:

• Reporting: The Head of Design reports to the Director of Digital Experience, placing them within a dedicated Customer Experience Centre of Excellence.
• Team Composition: The role leads a multi-disciplinary team including Product Designers, Content Designers, and Service Designers. This cross-functional team structure is designed to cover the full spectrum of digital experience creation.
• Collaboration: Close partnership with senior leaders in Product, Technology, and CX is a fundamental aspect of the role, indicating a highly collaborative and integrated operational model.

Methodology:

• Data-Driven Design: Strong emphasis on embedding behavioral insights, research, and data (e.g., Contentsquare, Adobe Analytics) into every decision.
• Service Design Excellence: Utilization of service blueprints, journey maps, and reusable service patterns to ensure end-to-end experience optimization.
• Process Efficiency: Focus on streamlining workflows, integrating AI and data tools, and ensuring delivery accountability.
• Agile & Hybrid Work: Adaptation to modern work methodologies and flexible working arrangements.

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

📝 Enhancement Note: Understanding Sky's position as a large, established player in a dynamic industry is crucial. The "Customer Experience Centre of Excellence" structure suggests a centralized, operations-focused approach to ensuring consistent and high-quality customer journeys. The blend of established processes with a need for innovation and adaptation is typical of large enterprises in competitive markets.

📈 Career & Growth Analysis

Operations Career Level: This role represents a senior leadership position within the design and digital experience function. It is equivalent to a Director-level role in many organizations, with significant strategic responsibility and team oversight. For operations professionals, this is a role focused on optimizing the delivery of customer experience through design, impacting revenue through customer acquisition, retention, and upselling. Reporting Structure: Reports directly to the Director of Digital Experience, indicating a key position within the CX leadership team. This provides direct access to senior decision-makers and strategic initiatives. Operations Impact: The Head of Design significantly impacts revenue by ensuring digital platforms (Sky.com, My Sky app) are intuitive, engaging, and efficient for millions of customers. This directly influences self-service rates, product discovery and adoption, account management ease, and overall customer satisfaction, all of which are critical drivers of customer lifetime value and operational efficiency.

Growth Opportunities:

• Strategic Leadership: Opportunity to shape the future of digital customer experience at a major European media company, influencing long-term strategy and organizational design maturity.
• Team Development: Drive the growth and development of a talented, multi-disciplinary design team, acting as a mentor and talent manager.
• Cross-Functional Influence: Expand influence across Product, Technology, and CX departments, gaining broader business acumen and strategic exposure.
• Industry Recognition: Potential to lead award-winning design initiatives, enhancing personal and team reputation within the industry.
• Operational Excellence: Deepen expertise in operationalizing design processes, integrating advanced tools (AI, data analytics), and driving measurable business outcomes, which is highly valuable for career progression in operations-focused roles.

📝 Enhancement Note: For candidates with operations backgrounds, this role offers a unique opportunity to apply operational principles (process optimization, KPI management, team scaling, cross-functional alignment) within a creative and customer-centric domain. The growth potential lies in leveraging design leadership to drive business impact and operational efficiency at scale.

🌐 Work Environment

Office Type: Hybrid working model, combining office-based collaboration with remote flexibility. Sky emphasizes utilizing office spaces for collaboration, team building, and strategic alignment. Office Location(s):

• Osterley: A large, well-equipped campus with excellent amenities, accessible via public transport or shuttle buses, located in West London.
• Leeds, Whitehall: A tech hub located near Leeds train station, offering a different but equally functional working environment.

Workspace Context:

• Collaborative Hubs: Office spaces are designed to facilitate interaction, team meetings, workshops, and cross-functional collaboration, crucial for design and operations alignment.
• Technology & Tools: Access to necessary design tools, analytics platforms, and potentially AI-driven solutions to support design and operational tasks.
• Team Interaction: Opportunities for regular face-to-face interaction with the design team, peers, and senior stakeholders, fostering a strong team dynamic and efficient communication flow.
• On-Campus Amenities: Extensive facilities at Osterley (restaurants, gym, cinema, salon) and amenities in Leeds (pool, table tennis, gym) contribute to a positive and supportive work environment, crucial for employee well-being and productivity.

Work Schedule:

• Standard full-time hours (approx. 40 hours/week) with a hybrid arrangement. This offers flexibility to balance personal commitments with the operational needs of the role, such as team meetings, workshops, and project sprints.

📝 Enhancement Note: The hybrid model is a key aspect of the work environment, requiring individuals to be self-disciplined and effective in both remote and in-office settings. The comprehensive amenities at Osterley suggest a company culture that invests in employee welfare, which can contribute to higher productivity and job satisfaction for operations professionals.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of CV and portfolio against the key requirements, focusing on leadership, strategic impact, and operational execution.
• Hiring Manager Interview: Likely to focus on leadership style, team management philosophy, strategic vision for design, and how you drive operational excellence through design. Be prepared to discuss your approach to scaling teams and embedding processes.
• Panel Interview(s): May involve interviews with peers (e.g., Product, Tech leads), senior leadership, and potentially team members. Expect questions on cross-functional collaboration, problem-solving, and your approach to managing complex projects and operational challenges.
• Portfolio Presentation & Case Study: A critical stage where you will present your portfolio, likely focusing on a specific case study that demonstrates your impact across the four required areas (People, Process, Position, Product). Be ready to articulate your role, the challenges, the solutions (especially process improvements), the outcomes (quantified impact), and lessons learned.
• Final Interview: With Director of Digital Experience or other senior leaders to assess cultural fit, strategic alignment, and overall suitability for the role.

Portfolio Review Tips:

• Structured Narrative: Organize your portfolio around the four key areas: People, Process, Position, Product. Clearly articulate your contributions and the impact of your work in each.
• Quantify Impact: For each case study, wherever possible, present quantifiable results. This includes metrics related to user engagement, conversion rates, task completion times, operational efficiency gains, cost savings, or revenue impact. Use data from tools like Contentsquare, Adobe Analytics, or internal reporting where available.
• Showcase Process Optimization: Highlight specific instances where you improved design workflows, scaled design systems, embedded UCD methodologies, or integrated research and data to drive better outcomes. Explain how you achieved these improvements.
• Demonstrate Strategic Influence: Provide examples of how you influenced executive-level strategy, secured buy-in, and positioned design as a critical business driver.
• Accessibility & Inclusivity: Ensure your portfolio showcases your commitment and practical application of accessibility and inclusive design principles.
• Conciseness: Be prepared to present key highlights efficiently, focusing on the most impactful projects.

Challenge Preparation:

• Be ready for a potential design exercise or a deep dive into a specific problem area relevant to Sky's digital platforms.
• Prepare to discuss how you would approach a hypothetical challenge, such as improving self-service rates for a specific customer segment or designing a new feature that requires cross-functional operational alignment.
• Focus on articulating your thought process, the operational considerations, the data you would seek, and how you would measure success.

📝 Enhancement Note: The "Application Requirement" section is a direct guide to portfolio preparation. Operations candidates should lean heavily into demonstrating their ability to implement scalable processes, measure outcomes, and influence strategy, framing their design leadership through an operational lens. Quantifying impact is paramount.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma (Advanced expertise required), Sketch, Adobe Creative Suite.
• Design Systems: Experience with managing and scaling complex design systems.
• Collaboration Platforms: Slack, Microsoft Teams, Confluence, Jira.

Analytics & Reporting:

• Web Analytics: Adobe Analytics, Google Analytics.
• User Behavior Analytics: Contentsquare, Hotjar, FullStory.
• User Testing Platforms: Usertesting.com, UserZoom.
• BI & Dashboard Tools: Tableau, Power BI, Looker (or similar for CX KPI reporting).

CRM & Automation:

• While not directly managing CRM, understanding how design impacts customer journeys within CRM-driven processes is beneficial.
• Familiarity with marketing automation platforms and how design integrates with automated customer communications.
• Integration Tools: Understanding principles of API integrations and how design can leverage data from various systems.

📝 Enhancement Note: The explicit mention of Figma, Adobe Analytics, Contentsquare, and Usertesting indicates the core technology stack for design and insights. Operations professionals should highlight their experience in utilizing these tools for data analysis, process optimization, and performance monitoring within a design context.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A deep commitment to understanding and serving customer needs, driving design decisions that enhance the overall customer experience and operational efficiency.
• Data-Driven Decision Making: Utilizing data and insights from analytics and research to inform strategy, measure impact, and optimize processes.
• Collaboration & Partnership: Working closely with Product, Technology, and other CX teams to achieve shared goals and drive cohesive customer journeys.
• Innovation & Continuous Improvement: Constantly seeking new ways to improve digital experiences, streamline operations, and leverage emerging technologies like AI.
• Inclusivity & Accessibility: Ensuring all digital products and services are designed to be accessible and welcoming to all customers, reflecting Sky's commitment to diversity.

Collaboration Style:

• Cross-Functional Integration: The role requires seamless collaboration with Product Management, Engineering, Marketing, and Customer Service teams to ensure a unified customer experience and operational alignment.
• Evidence-Based Dialogue: Discussions and decision-making are expected to be grounded in user research, data analytics, and clear design rationale.
• Proactive Communication: Engaging stakeholders early and often to share insights, gather feedback, and manage expectations around design timelines and deliverables.
• Mentorship & Knowledge Sharing: Fostering an environment where team members share knowledge, best practices, and support each other's growth, contributing to a strong operational knowledge base.

📝 Enhancement Note: Sky's values, particularly "Customer Centricity," "Data-Driven Decision Making," and "Innovation," align perfectly with the operational ethos of Revenue and GTM Operations. The emphasis on "Cross-Functional Integration" is paramount for any operations role aiming to drive business results.

⚡ Challenges & Growth Opportunities

Challenges:

• Scaling Design Operations: Effectively scaling a multi-disciplinary design team and its processes to meet the demands of a large, evolving digital ecosystem. This involves refining workflows, ensuring consistent quality, and managing resources efficiently.
• Balancing Innovation with Legacy Systems: Integrating cutting-edge design and user experience principles while working within established product architectures and technical constraints.
• Driving Organizational Change: Influencing senior stakeholders and embedding a design-led operational mindset across a large, established organization.
• Measuring Design ROI: Clearly articulating and quantifying the business impact and return on investment of design initiatives, linking them to revenue and operational efficiency.
• Keeping Pace with Technology: Integrating emerging technologies like AI into the design process and customer experience strategy effectively and ethically.

Learning & Development Opportunities:

• Strategic Leadership Development: Opportunities to refine executive-level communication, strategic planning, and organizational influence skills.
• Advanced CX Strategy: Deepen understanding of customer lifecycle management, journey optimization, and CX metrics at scale.
• Technology Integration: Gain hands-on experience with AI and advanced analytics tools and their application in enhancing customer experiences and operational processes.
• Industry Trends: Stay at the forefront of design and digital experience trends, potentially through conferences, workshops, and internal knowledge sharing.
• Mentorship: Opportunity to mentor and develop a high-caliber design team, honing leadership and talent management skills.

📝 Enhancement Note: The challenges presented are typical for senior operations and leadership roles in large organizations. The ability to navigate these challenges effectively, particularly around scaling operations and demonstrating ROI, is a key differentiator for successful candidates. The growth opportunities are geared towards developing a well-rounded leader with strategic, operational, and technical prowess.

💡 Interview Preparation

Strategy Questions:

• "Describe your approach to building and scaling a high-performing, multi-disciplinary design team. What are your key strategies for talent acquisition, development, and retention?" (Focus on your operational approach to team management.)
• "How do you embed user research and data analytics into the design process at an executive level? Provide an example of how you used data to influence strategic decisions and drive measurable outcomes." (Highlight your data-driven operational methodologies.)
• "Walk us through a complex digital product or service you helped deliver from concept to launch. What were the key operational challenges, how did you overcome them, and what was the measurable business impact (e.g., revenue, efficiency)?" (Prepare a case study emphasizing process, impact, and strategic positioning.)
• "How would you define and measure the success of digital customer experiences at Sky? What KPIs would you prioritize and why?" (Demonstrate your understanding of operational metrics and business objectives.)

Company & Culture Questions:

• "What excites you about Sky and this Head of Design role, specifically in the context of our digital platforms and customer experience goals?" (Research Sky's recent initiatives, market position, and CX strategy.)
• "How do you foster a culture of innovation and collaboration within a design team, and how do you ensure that culture extends to cross-functional partners?" (Connect your leadership style to Sky's values and operational needs.)
• "Given Sky's scale and market position, what do you see as the biggest opportunities and challenges for digital design and customer experience?" (Showcase strategic thinking and industry awareness.)

Portfolio Presentation Strategy:

• Narrative Arc: Structure your presentation around a compelling story for each case study. Start with the business/customer problem, detail your strategic approach (including process and team involvement), explain your design solutions, and clearly articulate the measurable outcomes and impact.
• Focus on Operations: For each project, emphasize:
  • Process Improvements: How did you optimize workflows, implement UCD at scale, or leverage design systems?
  • Data & Metrics: What data did you use, and what were the resulting KPIs (e.g., conversion, retention, CSAT, operational efficiency)?
  • Strategic Influence: How did you get buy-in and influence senior stakeholders?
  • Team Leadership: How did you lead and manage your team through the project?
• Visual Clarity: Use clean, professional slides. While showcasing design work, ensure the focus remains on the strategy, process, and results.
• Q&A Readiness: Anticipate questions about your decision-making, trade-offs, and how you would apply lessons learned to Sky's context.

📝 Enhancement Note: Operations candidates should specifically tailor their interview answers and portfolio presentation to highlight their ability to manage processes, drive efficiency, measure impact, and collaborate effectively with diverse teams. Framing design leadership as a driver of operational excellence and revenue growth will be key.

📌 Application Steps

To apply for this operations-aligned design leadership position:

• Submit your application through the provided Workday link, ensuring your CV is tailored to highlight leadership, strategic impact, and operational experience in design.
• Portfolio Customization: Prepare and customize your portfolio to explicitly showcase evidence across the four required areas: People, Process, Position, and Product. Prioritize case studies that demonstrate measurable outcomes, process optimization, and strategic influence.
• Resume Optimization: Ensure your resume uses keywords relevant to design leadership, operations, customer experience, UCD, service design, team scaling, and quantifiable achievements. Highlight experience with key tools mentioned (Figma, analytics platforms).
• Interview Preparation: Practice articulating your experience using the STAR method (Situation, Task, Action, Result), with a strong emphasis on the 'Result' and how it relates to business objectives and operational improvements. Prepare your portfolio presentation to be concise, impactful, and focused on demonstrating your operational leadership.
• Company Research: Thoroughly research Sky's business, its digital platforms (Sky.com, My Sky app), its competitive landscape, and its stated company values. Understand their customer base and their strategic goals related to digital experience and customer service.

⚠️ 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.