Head of Group AI, Customer Service

Role/Team overview The Group AI team owns Sky’s enterprise-wide AI ambition, strategy and roadmap to deliver meaningful business value. The team works closely with senior stakeholders to embed AI into the fabric of how Sky operates, manages key external AI partnerships and ensures alignment with Comcast / NBCU.

The Head of Customer Service, Group AI is the strategic AI partner to Sky’s Customer Service Group leadership, supporting definition of the AI ambition across our Customer Service and Retail teams. Your role will identify opportunities for AI to transform how we serve our customers and partnering with the business and tech to turn these opportunities into tangible benefits for our customers and our business.

Success Measures

  • Realised business value and commercial impact
  • Speed and quality of delivery
  • Adoption and utilisation of AI solutions deployed within Customer Service and Retail
What you’ll do

Strategic AI Partnership

  • Act as the dedicated AI partner to the Customer Service Group leadership team, building relationships as a trusted advisor and influencing direction
  • Bring forward-thinking perspectives, best practices and external case studies on how AI can transform customer service and retail operations
  • Work closely with the Customer Service Group leadership team to define the AI ambition and roadmap for the Customer Service Group including Retail
Opportunity Identification & Prioritisation
  • Apply strategic frameworks and analytical techniques to identify and prioritise a range of AI initiatives e.g., off-the-shelf tools, low and pro-code, workflow redesign
  • Assess build-vs-buy decisions, evaluate market solutions, and make recommendations on approach
  • Work with the business and Finance to develop compelling business cases that quantify value, costs, implementation methods and change requirements
Solution Acquisition & Deployment
  • Lead evaluation, procurement, and deployment of off-the-shelf enterprise AI solutions (e.g., AI platforms, automation, copilots) and work closely with the business on customer service or retail specific AI solutions
  • Partner with the business, Procurement, Compliance and Data teams on contracting, security reviews, integrations and data readiness to onboard new AI solutions
  • Partner with Technology on the design and deployment of custom AI solutions
  • Work closely with the business to design and execute pilots and trials and define success criteria and evaluation frameworks
Change Management
  • Support the business on upskilling, change management and operating model evolution, to ensure AI is adopted at scale and enables more effective ways of working
What you’ll bring Customer Service and/or Retail Expertise
  • Significant experience working within or partnering with customer service and/or retail teams
  • Deep understanding of customer service and/or retail teams operating models and value chains
Applied AI & new technologies experience
  • A strong AI fluency in current and emerging capabilities in customer service and retail, with proven experience in delivering structured pilots to test existing and new technologies including AI which translate into practical, measurable business outcomes
  • Experience running AI or digital transformation or operational improvement programmes with proven ability to drive adoption and manage organisational change
Strategic & Analytical Capabilities
  • Strong strategic thinking with ability to challenge assumptions and bring forward-thinking, disruptive perspectives on future AI-enabled ways of working
  • Experience applying analytical frameworks to identify opportunities and build compelling cases for change
Desirable skills and experience: Communication & Leadership
  • Exceptional written and verbal communication skills
  • Proven success partnering with internal and external senior stakeholders, influencing decision-making and aligning cross-functional groups
  • Ability to lead and inspire a small, high-performing team in fast-paced environments
Strategic & Analytical Skills
  • A depth of problem solving and analytical skills with ability to structure complex problems
  • Understanding of vendor evaluation and procurement processes, with experience assessing commercial terms and managing supplier relationships
  • Evidence-based decision maker who balances data-driven insights with commercial judgement
Benefits and perks There's one thing people can't stop talking about when it comes to life at Sky: the perks. Here’s a tas
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