Customer Journey Manager

England, Isleworth, London
17 Sep 2021
01 Oct 2021
trudie reid2
Contract Type
Full Time

Want to do the best work of your life? With 24 million customers in 6 countries, make your mark at Europe's leading media and entertainment brand. A workplace where you can proudly be yourself; our people make Sky a truly exciting and inclusive place to work.


"This is a critical role that reports to Sky's Head of Customer Experience. You'll be values driven and have a natural passion for doing the right thing for our customers and our people. You'll also be focused and adaptable, with a good knowledge of Sky's products and processes."- Director of Service Assurance


Part of Sky's Customer Service Group, our Customer Strategy & Transformation function works across all areas including Sky Broadband and Talk, Sky TV and Apps, and Sky Mobile, and it's made up of customer champions, helping Sky to deliver the best possible customer experience.


Within this, our Customer Experience team are responsible for understanding what really matters to customers, and using that insight to help inform, shape and deliver our customer strategy


What you'll do:

  • Working with partners in the business to understand and diagnose customer pain points, and helping to identify 'hotspots' that need attention; across a wide range of business areas you'll need to have a sound structure for establishing and communicating the approach to prioritising where we spend our timeMapping current journeys and processes to understand the customer and colleague experience, drawing out various 'unhappy paths' as well as the intended flowWorking in partnership with the business to design optimum journeys that provide a great balance between customer outcome and commercial viabilityActing as the voice of the customer, and representing a wide and diverse set of perspectives - championing all voices and using personas to draw out and model what that looks likeSupporting project work to help new concepts to benefit from a customer-led design approachUsing your skills with the wider team to help understand, interpret and analyse customer feedback, and help to provide a holistic view of where effort is required

What you'll bring:

  • Customer Journeys will genuinely excite you, and you'll be well versed in end-to-end journey design and mapping, as well as identifying the optimum areas to focus onYou'll be a true explorer: happy dealing with the unknown, and very comfortable with ambiguity and open directionCSG is a huge area with a wealth of different perspectives and expertise, and you'll be a natural at engaging and collaborating with others to reach the best possible outcomesYou'll also be a strong and confident influencer, able to set a clear direction and help to rally stakeholders around a mission - and you'll be comfortable at engaging with colleagues in all roles and at all levelsStructured thinking is what motivates you, and you're good at working through problems in a logical and methodical way; but even more importantly you'll be creative and have a flair for considering the unconventional and able to look in different places for inspirationYou'll be a natural communicator - happy and comfortable sharing your vision of what needs to be done, and acting as a story-teller to bring that to life in an engaging way; you'll also have experience of pulling together business cases to support the overall story

Customer Service GroupIn our Customer Service Group Team, we aim to offer the best customer service through our amazing people. Whether you're a frontline colleague speaking to a customer, or one of brilliant support people, you'll have the passion for creating great experiences for our people and our customers. We help connect our customers to the products and entertainment that they love, and as part of our fast-paced team, no two days are the same.


The Rewards:There's a reason people can't stop talking about #LifeAtSky. Our great range of rewards really are something special, here are just a few:


  • Sky Q, for the TV you love all in one placeA generous pension packagePrivate healthcareDiscounted mobile and broadbandAccess a wide range of exclusive Sky VIP rewards and experiences

Where you'll work:Osterley:Our Osterley Campus is a 10-minute walk from Syon Lane train station. Or you can hop on one of our free shuttle buses that run to and from Osterley, Gunnersbury, Ealing Broadway and South Ealing tube stations. There's also plenty of bike shelters and showers.


On campus, you'll find 13 subsidised restaurants, cafes, and a Waitrose. You can keep in shape at our subsidised gym, catch the latest shows and movies at our cinema, get your car washed and even get pampered at our beauty salon.


ORLivingston Watermark House:Our lively campus is a free shuttle bus away from Livingston South train station and the town centre. Plus there's onsite parking available for cars, motorbikes and bicycles.


You'll be well fed at our subsidised canteen, and you can keep in shape at our onsite gym. Or play a game of pool or table tennis.


Inclusion:We take pride in our approach to diversity and inclusion: we've been recognised by The Times and Stonewall for this, and we've committed £30million to support the fight against racial injustice. We've also set ambitious targets for increasing ethnic diversity and representation throughout our organisation.


At Sky we don't just look at your CV. We're more focused on who you are and your potential. We also know that everyone has a life outside work, So we're happy to discuss flexible working.


And we'll do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you.



Why wait? Apply now to build an amazing career and be part of a brilliant team. We can't wait to hear from you.


To find out more about working with us, search #LifeAtSky on social media. A job you love to talk about.


Just so you know: if your application is successful, we'll ask you to complete a criminal record check. And depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer.