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Digital Experience Director

Paul Nicholls
Paul Nicholls

Digital Experience Director (VP level).

Zeren have partnered with Sky to search for a Digital Experience Director (VP) to lead and scale their product teams focussing on building outstanding experiences for millions of existing customers.

You will lead a cross-functional team of c60 FTEs, helping scale Sky's digital operation from "scale up" mode to "Enterprise".

Sky are seeking someone with outstanding leadership and stakeholder management skills, where your biggest point of authority is your passion for the user, and creating world-beating experiences for people. Importantly, this must be underpinned by years of building commercially successful products.

More about the role below:

  • Lead the business and lead a large multi-disciplinary team responsible for the existing customer experience on and importantly the My Sky App.
  • The Director will work collaboratively with many parts of the business to understand the needs of the customer to design and deliver digital experiences that meet these needs.
  • They will manage, DESIGN, BUILD, LAUNCH and CONTINUOUSLY OPTIMISE the Sky customer’s ‘in-life’ experience from seamless digital onboarding in My Sky App through the entire customer lifecycle to contract renewal
  • This includes experiences such as adding more TV Packs, rolling their mobile data, cross selling new products and helping a customer trim or rightsize their bill.
  • The primary objective it to remove friction from the customer journey, preventing the need for customers to call us. In doing this, we will grow customer value by keeping them longer, increasing their product and enabling self-service.
  • Develop and implement the data-led, personalised and sophisticated strategies that will enable customers to self-serve online whilst protecting the commercial outcomes for Sky.
  • Find digital solutions that allow customers to downgrade, recontract, cancel etc Online, whilst maintaining retention and optimising APRU.
  • In addition, they will hold responsibility for the capability roadmap for the Xfinity App, plotting a path for Sky to leverage the capabilities being built by Comcast.

Required experience:

  • You are currently the equivalent to a Snr Director/start up CPO/scale up VP in another business. 
  • Managed large teams in matrix organisations (40+ FTEs+)
  • Worked in high traffic & international environments with a B2C focus
  • Excellent story telling skills, backed up by execution and delivery through teams
  • Experience designing complex product org structures and product operating models
  • Tangible commercial achievements (multiple, at scale)
  • 'Managed managers' 
  • PnL ownership
  • C level/board level engagement, influencing and steering complex digital strategies over a number of years
  • Selling compelling product visions, and translating this into tangible innovation, products and features
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