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- Tasks: Lead the transformation of service delivery into a world-class, digitally enabled experience.
- Company: Join Europe's leading media and entertainment brand with a diverse and inclusive culture.
- Benefits: Competitive salary, career growth opportunities, and a supportive work environment.
- Why this job: Make a real impact by optimising customer experiences and driving strategic change.
- Qualifications: Proven leadership in operational transformation and customer experience, especially in B2B Telecommunications.
- Other info: Be part of a dynamic team that values innovation and continuous improvement.
The predicted salary is between 80000 - 100000 ÂŁ per year.
The Head of Transformation & Enablement is a senior strategic leadership role responsible for transforming service delivery into a world‑class, digitally enabled customer and operational experience. This role will lead the evolution of the organisation’s service model through operational transformation, AI‑enabled capabilities, digital self‑service, and modern customer experience design. The focus is on optimising processes, technology, and operating models to deliver seamless, efficient, and scalable service delivery while shifting the service organisation from a traditional cost centre to a value‑creation function. The role will champion the concept of Service as a Product, ensuring that service delivery is designed, measured, and continuously improved with the same rigour as product development, delivering measurable value to both customers and the business.
Working across customer operations, technology, and business teams, the Head of Transformation & Enablement will drive strategic change initiatives that improve customer outcomes, enable operational excellence, and position service delivery as a strategic differentiator for the organisation. The role will also oversee the evolution and optimisation of CRM capabilities to ensure that systems, automation, and data support intelligent service delivery and continuous improvement.
Key Outcomes for the Role- A digitally enabled, AI‑supported service delivery model.
- Increased customer adoption of digital and self‑service channels.
- Improved customer satisfaction and operational efficiency.
- Enhanced CRM capability supporting intelligent service management.
- A service organisation that drives measurable business value.
- Continuous improvement in customer experience and operational performance.
- Lead the transformation of service operations to create a modern, digitally enabled, and customer‑centric service organisation.
- Design and implement a world‑class service delivery model that optimises operational efficiency, customer experience, and scalability.
- Drive the adoption of AI, automation, and digital technologies to improve service processes, increase speed of resolution, and reduce operational friction.
- Develop and implement customer self‑service capabilities that empower customers while improving operational efficiency.
- Champion the evolution of service from a cost centre to a value‑creation capability, delivering measurable business impact.
- Embed the Service as a Product approach, ensuring services are designed, managed, and continuously improved as strategic offerings.
- Identify opportunities to streamline workflows, remove inefficiencies, and enhance productivity across service operations.
- Significant leadership experience within operational transformation, customer experience, or service operations environments.
- Experienced in leading change, CX Transformation within the B2B Telecommunications industry.
- Strong track record delivering large‑scale transformation or operational improvement initiatives.
- Experience implementing AI, automation, and digital technologies within service or operational environments.
- Experience designing and implementing digital service and self‑service capabilities.
- Strong understanding of process improvement methodologies (Lean, Six Sigma, or equivalent).
- Experience managing and optimising CRM platforms (e.g., Salesforce, Microsoft Dynamics, HubSpot).
- Proven ability to lead organisational change and influence senior stakeholders.
- Strong analytical mindset with the ability to translate insights into actionable improvements.
- Excellent communication, leadership, and stakeholder engagement skills.
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.
Head of transformation & Enablement in Leeds employer: Sky UK
Contact Detail:
Sky UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of transformation & Enablement in Leeds
✨Network Like a Pro
Get out there and connect with people in the industry! Attend events, webinars, or even local meetups. The more you engage with others, the better your chances of landing that Head of Transformation & Enablement role.
✨Showcase Your Expertise
When you get the chance to chat with potential employers, make sure to highlight your experience in operational transformation and customer experience. Share specific examples of how you've driven change and improved service delivery in past roles.
✨Leverage Social Media
Use platforms like LinkedIn to showcase your skills and connect with decision-makers. Share articles or insights related to AI, digital service models, and customer experience to position yourself as a thought leader in the field.
✨Apply Through Our Website
Don't forget to check out our website for job openings! Applying directly through us not only shows your interest but also gives you a better chance of being noticed by our hiring team. Let's get you that dream job!
We think you need these skills to ace Head of transformation & Enablement in Leeds
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Head of Transformation & Enablement. Highlight your experience in operational transformation and customer experience, and don’t forget to mention any AI or digital tech projects you've led!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about transforming service delivery and how your skills align with our vision of a digitally enabled, customer-centric organisation.
Showcase Your Achievements: Quantify your successes! Whether it's improving customer satisfaction or leading large-scale transformations, we want to see the impact you've made. Numbers speak louder than words, so let them do the talking!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensure it gets the attention it deserves!
How to prepare for a job interview at Sky UK
✨Understand the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities and expectations of the Head of Transformation & Enablement role. Familiarise yourself with concepts like 'Service as a Product' and how operational transformation can create value. This will help you articulate your vision and strategies effectively.
✨Showcase Your Leadership Experience
Prepare to discuss your past leadership experiences in operational transformation and customer experience. Use specific examples that highlight your ability to drive change and influence stakeholders. This is your chance to demonstrate how you've successfully led large-scale initiatives in the B2B Telecommunications industry.
✨Highlight Your Tech Savvy
Since this role involves AI, automation, and digital technologies, be ready to talk about your experience with these tools. Share examples of how you've implemented digital service capabilities or optimised CRM platforms like Salesforce or HubSpot. Showing your comfort with technology will set you apart.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and strategic thinking. Think about potential challenges in transforming service delivery and how you would address them. Practising your responses will help you feel more confident and articulate during the interview.