Digital Product Owner

Responsibilities

• As a member of the Digital Service team within Customer management, you'll help transform the E2E experiences we offer our customers:
• Define and deliver the Digital Knowledge Product vision, strategy, and roadmap, driving improvements in customer resolution, customer experience, and self-service performance across global markets.
• Lead the transformation of knowledge into a structured, governed, and AI-ready asset, establishing frameworks, standards, taxonomy, and operating models that enable scalability, consistency, and compliance.
• Own the Knowledge and Content Operations platforms, driving platform evolution, capability development, and operational excellence across content creation, governance, publishing, and lifecycle management.
• Drive innovation through AI, experimentation, and data-led optimisation, leveraging GenAI, analytics, and continuous improvement practices to enhance discoverability, content effectiveness, and customer outcomes.
• Lead on optimisation and evolution of digital help experiences, delivering enhancements across new and existing capabilities to improve customer outcomes, increase self-service effectiveness, and support channel mix objectives.
• Partner with Product, Engineering, Content, Operations, and AI teams to deliver scalable solutions, influencing support strategies across Peacock, NOW, SkyShowtime, and other international markets while balancing global consistency with local market needs.

Requirements

• Product Ownership experience with a proven track record of defining and delivering successful digital products. Experience within digital knowledge, content management, customer support, or customer experience domains is preferred, ideally within media, streaming, or digital service environments.
• Knowledge Management and CMS expertise, including hands-on experience with Content Management Systems (CMS), knowledge lifecycle management, taxonomy, metadata, search optimisation, and content governance practices.
• AI and emerging technology experience, with practical knowledge of AI-powered solutions such as content generation, conversational AI, chatbots, LLM retrieval, semantic search, or generative answer systems.
• Experimentation and data-driven decision making, including experience with experimentation platforms (e.g. Optimizely), analytics tools, and using data and insights to optimise customer and business outcomes.
• stakeholder management and influencing skills, with the ability to build alignment, communicate effectively, and influence decisions across senior stakeholders, markets, and cross-functional teams.
• Agile delivery experience, working collaboratively with Product, Engineering, Design, Content, and Operations teams to deliver high-quality, customer-centric solutions.
• Commercial and strategic mindset, able to balance customer needs, business objectives, and technical considerations to drive measurable outcomes.
• Person

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 optimi se 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 Want to create a smooth and uninterrupted digital experience for millions of customers? Then our Group Digital Product team is the team for you. Agile, collaborative, data-driven and diverse, our team works on brilliant products like NOW and Peacock. That's not even the best part. We get to build our own software and our work has a global stage. Our team also delivers exceptional customer experiences and defines digital first propositions in customer journeys across all channels. We bring the best from the global market into Sky - we buy technology, marketing, corporate, operational services and editorial production solutions. We are an international team working with our stakeholders our partners to curate the most effective and efficient customer-led operating model. High ethical standards are embedded in our team, and we engage our supply chains in creating a sustainable future! Global Streaming Product Our team is the core engine that creates streaming products which delight customers around the world, from the canals of Europe to the streets of New York: we work closely with our design, technology, and business teams to create an unforgettable experience for our customers. We're the problem solvers who find smarter and simpler ways to connect customers to more of what they love. You will join the Customer Management team that services all the current OTT propositions in the territories US, UK and Europe. We are responsible for the technology and platforms that are used to deliver assisted and unassisted service across these propositions that utilise the Global Streaming Product platform.

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