We believe in better. And we make it happen.
Better content. Better products. And better careers.
Working in Tech, Product or Data at Sky is about building the next and the new. From broadband to broadcast, streaming to mobile, SkyQ to Sky Glass, we never stand still. We optimise and innovate.
We turn big ideas into the products, content and services millions of people love.
And we do it all right here at Sky.
What You'll Do
As a member of the Digital Service team within Customer management, you'll help transform the E2E experiences we offer our customers:
- Own the Digital Knowledge Product Vision - Define and deliver a strategy that optimizes the knowledge base to improve customer experience (CX) and increase containment rates.
- Review and Experiment - Continuously assess knowledge content across markets, running data-driven experiments to enhance usability, accuracy, and effectiveness.
- Define and Implement the Knowledge Playbook - Establish best practices and governance for knowledge creation, maintenance, and usage across all territories.
- Lead Knowledge Set-Up for GenAI - Ensure the knowledge base becomes the trusted golden source for Generative AI solutions, enabling accurate and consistent responses.
- Collaborate with NextGen Teams - Partner on identifying, piloting, and scaling GenAI tools that assist content editors in creating and maintaining knowledge (both assisted and automated workflows).
- Facilitate Cross-Team Delivery - Work closely with engineering, content, and AI teams to deliver functional, compliant, and performant solutions.
- Champion Innovation - Drive continuous improvement and experimentation in knowledge management, leveraging emerging technologies and methodologies.
- Influence Peacock, NOW, Showmax, and SkyShowtime help centres, plus customer care tooling across UK and international markets.
What you'll bring
- Proven experience in Product Ownership. Experience within digital knowledge, content management, or customer experience domains. (Ideally in media streaming or digital service environments.)
- Hands-on experience with Content Management Systems (CMS) and knowledge lifecycle management, including search capabilities (relevancy tuning, metadata, keyword optimisation).
- Experience with AI-driven solutions such as content generation, chatbots, LLM retrieval, or generative answer systems.
- Familiarity understanding of customer-care operations and how knowledge impacts containment and resolution.
- Proficiency in experimentation platforms (e.g., Optimizely) and a data-driven mindset for analysis and optimisation of CX and operational metrics.
- Excellent stakeholder management and communication skills, with the ability to influence across markets and cross-functional Agile teams.
- Experience working in Agile environments, collaborating with delivery teams to deliver high-quality, customer-centric solutions.
- Integrity and commitment to delivering innovative, customer-focused outcomes.
Team overview
Want to create a smooth and uninterrupted digital experience for millions of customers? Then our Group Digital Product team is the team for you. Agile, collaborative, data-driven and diverse, our team works on brilliant products like NOW and Peacock. That's not even the best part. We get to build our own software and our work has a global stage. Our team also delivers exceptional customer experiences and defines digital first propositions in customer journeys across all channels.
We bring the best from the global market into Sky - we buy technology, marketing, corporate, operational services and editorial production solutions. We are an international team working with our stakeholders our partners to curate the most effective and efficient customer-led operating model. High ethical standards are embedded in our team, and we engage our supply chains in creating a sustainable future!
Global Streaming Product
Our team is the core engine that creates streaming products which delight customers around the world, from sub-Saharan Africa to the streets of New York: we work closely with our design, technology, and business teams to create an unforgettable experience for our customers. We're the problem solvers who find smarter and simpler ways to connect customers to more of what they love.
You will join the Customer Management team that services all the current OTT propositions in the territories US, UK, Europe and Africa. We are responsible for the technology and platforms that are used to deliver assisted and unassisted service across these propositions that utilise the Global Streaming Product platform.
The r ewards: "
There's one thing people can't stop talking about when it comes to
: the perks. Here's a taster:
- " Access to free NOW, for streaming all your favourite shows "
- A generous pension package "
- Private healthcare "
- Discounts and cashback at over 800 Retailers
Inclusion & how you'll work
We are a Disability Confident Employer, and welcome and encourage applications from all candidates. We will look to ensure a fair and consistent experience for all, and will make reasonable adjustments to support you where appropriate. Please flag any adjustments you need to your recruiter as early as you can.
We've embraced hybrid working and split our time between unique office spaces and the convenience of working from home. You'll find out more about what hybrid working looks like for your role later on in the recruitment process.
Your office space
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 are 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.
We'd love to hear from you
Inventive, forward-thinking minds come together to work in Tech, Product and Data at Sky. It's a place where you can explore what if, how far, and what next.
But better doesn't stop at what we do, it's how we do it, too. We embrace each other's differences. We support our community and contribute to a sustainable future for our business and the planet.
If you believe in better, we'll back you all the way.
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.
