Head of Group AI, Customer Service

At Sky Group, we are redefining what it means to connect with our customers, and we want you to lead the charge. As our Head of Group AI for Customer Service, you will act as the strategic architect behind our enterprise-wide AI roadmap, translating complex technology into seamless, human-centric experiences. You will sit at the intersection of innovation and service, partnering with senior leadership to embed cutting-edge AI solutions into the very fabric of our operations. This is a rare opportunity to shape the future of a global media giant, ensuring our AI strategy is as ambitious, agile, and forward-thinking as the millions of customers we serve every day.

This role is perfect for a visionary leader who thrives on collaboration and impact. You will not only manage key external AI partnerships but also serve as a crucial bridge between Sky and our global counterparts at Comcast and NBCU, ensuring our initiatives are world-class and perfectly aligned. Whether you are defining the next generation of automated support or crafting strategies that empower our service teams, your influence will be felt across the entire business. If you are ready to apply your technical insight to solve real-world challenges and drive meaningful business value on a massive scale, we invite you to help us build the future of service at Sky.

Requirements

• Excellent verbal and written communication skills.
• Empathy and patience when dealing with complex customer inquiries.
• Ability to handle high-pressure situations with a professional attitude.
• Strong problem-solving skills and ability to think on your feet.
• Proficiency in CRM software and helpdesk tools (Zendesk, Salesforce).
• Previous experience in a customer-facing role is highly desirable.