Technical Product Owner (Customer Contact)

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, you will also look for opportunities to improve existing systems. This may be performance, reliability, security, or simplifying processes to help the team work more effectively.

• Have a strong previous experience in a similar Technical Analyst or Product Owner role., * 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.
• You will be comfortable using tools such as Jira, Confluence, Miro, Figma, Postman and SQL as part of your everyday work.

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

At Sky, we want to be a community that thrives by being together. Flexible working remains a key part of that. We want our people to have the best of both worlds - time working at home, as well as time in the office.

The hybrid working expectations for this role are 2 days in the office per week.

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.