Associate Customer Experience Analyst

About the role

We're Sky, a leading media and entertainment company who connect millions with entertainment, sports, news and arts through innovative products and services. Working with us means you'll be bringing the joy of a better experience to more people, every day. All so we can do better and deliver better for our customers, colleagues and society. We're an equal opportunity employer and value diversity at our company. We're 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 as early as you can. Just so you know: if your application is successful, we'll ask you to complete a criminal record

Responsibilities

• Collect and analyse feedback - support surveys, service data reviews and qualitative insight gathering
• Document customer journeys - map end ‑ to ‑ end experiences, highlighting pain points and opportunities
• Maintain CX artefacts - keep journey maps, personas and insight summaries up to date
• Contribute to CX reporting - support performance tracking and insight communication
• Support insight workshops - help run sessions that bring customer evidence to delivery teams
• Track customer themes - organise issues, patterns and supporting evidence for prioritisation
• Translate insight into action - work with senior CX colleagues to shape clear, actionable outputs
• Support product and solution design - collaborate with Product, Architecture and business stakeholders
• Develop CX capability - build skills and confidence through coaching and hands ‑ on learning

Requirements

• Essential Criteria
• Some experience in customer experience, analysis, research or a related discipline
• Stakeholder management and communication skills
• Interest in understanding customer needs, behaviours and pain points
• Basic analytical skills and confidence working with data and insight
• Strong attention to detail and ability to organise information clearly
• Good written and verbal communication skills
• Desirable skills and experience:
• Degree or equivalent experience desirable but not essential
• Familiarity with tools such as Excel, PowerPoint or Survey tools is beneficial
• 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 taster:
• Free Sky TV or NOW package, including Sky Sports and Sky Cinema
• Pension package with up to 9% employer contribution
• Private healthcare with mental health support
• Aviva Digital GP and dental insurance
• Discounts on Sky products, including Sky Mobile, Sky Broadband, Sky Glass and Sky Protect
• Sharesave and Tech schemes
• A range of Sky VIP rewards and experiences
• How you'll work
• We've adopted a hybrid working approach to give more flexibility on where and how we work. The hybrid working expectations for this role are 2 days in the office per week.
• Your office base
• Osterley
• Our Osterley Campus is just a 10-minute walk from Syon Lane train station, or you can get one of our free shuttle buses from Osterley, Gunnersbury and Ealing Broadway stations. Plus, there's free onsite parking available for cars, motorbikes and bicycles.

Benefits

Additional Information

We don't just believe in better. We make it happen. Better content. Better products. And better careers. Working in Tech, Product or Data at Sky is about building the next and the new. From broadband to broadcast, streaming to mobile, Sky Stream to Sky Glass, we never stand still. We optimise and innovate. We turn big ideas into the products, content and services millions of people love. And we do it all right here at Sky. Role/Team overview Join Sky's Advertising Technology team as a Customer Experience Associate, supporting the understanding, measurement and improvement of customer experiences across our advertising platforms and services. This role is ideal for someone early in their Customer Experience or analysis career, with an interest in customer insight, journey mapping and evidence‑based decision‑making. You will work closely with analysts, designers, product and operational teams to ensure customer needs are well understood and reflected in delivery decisions. Content Technology and Innovation Our Content Technology and Innovation team delivers high-quality content to homes, customer devices, businesses and commercial partners across our European markets. With over 2500 colleagues from around the world, we combine our strategic insights, engineering know-how and operational excellence to use the most innovative technologies to create and distribute our award-winning content.

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