Customer Experience & Assurance Manager

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. This is a pivotal role in the Broadband Propositions team, responsible for ensuring our customer assurance processes are operating well, supporting the launch of new guarantees & improving the experience for agents & customers. What you'll do:

• Daily monitoring of guarantee propositions to ensure they are functioning as expected.
• Analysis of data to identify areas for improvement and recommend changes to enhance performance.
• Development of a roadmap for future enhancements to drive growth and differentiation.
• Collaboration with cross-functional teams to implement proposed changes and improve customer experience.
• Staying up-to-date with industry trends and competitor activity, making recommendations for future improvements.
• Monitoring key performance metrics to ensure guarantee propositions are meeting business goals and customer needs.
• Communicating insights and recommendations to partners and senior management.
• Working closely with technology teams to develop and implement new systems and processes to support the ongoing monitoring and enhancement of guarantee propositions.

What you'll bring:

• Interest in telecommunications & broadband industry (knowledge and experience is ideal)
• Degree (or equivalent experience) in applied quantitative field (statistics, mathematics, engineering, technology)
• Extensive experience applying statistical principles and methods to real problems in a commercial environment
• Ability to communicate data & technical concepts to non-technical audiences
• Extensive experience interacting with senior partners to gather requirements and answer the “so what”
• Working knowledge of databases, data structures and reporting systems
• Experience of using advanced SQL and the ability to efficiently analyse large amounts of data (GCP BigQuery knowledge ideal), Tableau (or similar)
• Ability to critically and creatively look at data
• Interest & understanding of customer experience

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:

• 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

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: 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’s 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. Inclusion: We take pride in our approach to diversity and inclusion: we’ve been recognised by The Times and Stonewall for this, and we’ve committed £30million to support the fight against racial injustice. We’ve also set high-reaching targets for growing ethnic diversity and representation throughout our organisation. And we'll do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you. 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. A job you love to talk about. 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.