Technical Product Owner (Customer Contact)

Job Description

Overview

This role sits within UKI CTO Platforms, partnering with teams across Sky to modernise and evolve the technology platforms that power our Customer Contact capabilities across voice and digital channels. The team is responsible for the platforms, services and integrations that enable millions of customer interactions each year, supporting everything from sales and onboarding through to service, support and retention. Working at the heart of Sky’s customer engagement ecosystem, the team delivers the technology foundations that help customers connect with Sky seamlessly, while enabling our contact centre agents and digital experiences to operate efficiently, intelligently and at scale.

What you’ll do

• Breakdown complex problems through feature analysis.
• Lead on technical analysis; breaking down complex features into development ready user stories.
• Write clear and detailed technical features and stories with testable acceptance criteria and measurable benefits.
• Maintain a prioritised data driven backlog of features and stories through refinements, planning and retrospectives.
• Read and interpret technical documentation, including system specifications and architecture diagrams, and use these to guide decisions.
• Build a strong understanding of how our systems work, how software is developed, tested and released.
• Contribute to agile ceremonies and support good practice across the team, using your knowledge of Agile, Scrum and the Sky’s Scaled Agile Framework.
• Alongside product delivery, look for opportunities to improve existing systems – performance, reliability, security or simplifying processes to help the team work more effectively.

What you’ll bring

• Proven experience in a Product Owner, Business Analyst or similar role, working closely with software engineering teams in an agile environment.
• Strong skills in leading and facilitating technical discussions, shaping solutions and breaking down complex problems into clearly articulated backlog items with well defined acceptance criteria.
• Strong communication skills, with the ability to explain complex issues to both technical and non technical stakeholders and ask the right questions at the right time.
• Experience supporting and leading agile ceremonies, helping teams adopt effective agile practices and ways of working.
• A proactive approach to identifying opportunities for improvement across the products, platforms and processes you support.
• Comfortable using tools such as Jira, Confluence, Miro, Figma, Postman and SQL as part of your everyday work.

Benefits and perks

• 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

At Sky we want to be a community that thrives by being together. Flexible working remains a key part of that. Hybrid working expectations for this role are 2 days in the office per week. This role is based at Watermark House, Livingston.

Who we are

We’re Sky, a leading media and entertainment company that connects 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 Sky. 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. Just so you know: if your application is successful, we’ll ask you to complete a criminal record check. Depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer. To be eligible for this role you are required to have the appropriate right to work in the UK. Please be aware Sky does not offer sponsorship for this position.

To find out more about working with us, search on social media.