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Job Description
- Req#: R0031855
- Develop & maintain prioritised backlog of improvement initiatives across a complex product portfolio or multiple portfolios.
- Run monthly governance / partner forums with senior stakeholders, establishing a partnership model with director level stakeholders to deliver significant, impactful business change and influence the Sky-wide change roadmap
- Support the delivery of a dynamic continuous improvement agenda and strategy that adds value for customer and colleagues alike and is respected throughout the business.
- Create and lead a high performing team of improvement professionals.
- Play an active part to support and drive the departmental initiatives, lead by example to help create, shape, and deliver making the department an even better place to be.
- Passion about improving customer service and making things brilliantly easy.
- A brilliant, inclusive, people leader who is experienced in setting a compelling vision, clear objectives and cultivates a high performing team.
- A proven track record in delivering change or continuous improvement in a large / complex customer service environment.
- Broad cross functional experience of delivery and stakeholder management including functions such as product, marketing, commercial, service ops and change delivery.
- Highly experienced in influencing senior stakeholders to ensure your plans help shape strategic direction of Service.
- Accountability for driving your own development, and this along with Sky Values is at the heart of everything you do.
- Sky Q, for the TV you love all in one place
- A generous pension package
- Private healthcare
- Discounted mobile and broadband
- Access a wide range of exclusive Sky VIP rewards and experiences
"As a Senior Improvement Manager, you will be the visible face of improvement across the business, delivering impactful improvement initiatives for your product / portfolio and influencing improvement of wider business change, propositions, and systems enhancements:" - Head of Improvement - Service
What you'll do:
What you'll bring:
Customer Service Group
In 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:
How you'll work:
We know the world has changed, and we want to offer our employees the chance to collaborate at our unique office spaces, whilst enjoying the convenience of working from home!
We've adopted a hybrid working approach to give more flexibility on where and how we work. You'll find out more about what this means for this role during the recruitment process!
Your office base:
Any UK Sky site
Inclusion:
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
We are a Disability Confident Accredited 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.
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.
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.
About the company
Sky News is a British English language free-to-air television news channel and organisation.
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