o Working with client product managers/owners to devise appropriate research strategies that generate focused insights to support product development o Collaborating within a multidisciplinary team by including colleagues in research and analysis activities o Advocating for users, effectively communicating their needs and perspectives to support the design of intuitive and accessible services o Drawing together, presenting and testing reasonable conclusions from a wide range of incomplete and/or complex evidence and data o Taking appropriate action or make decisions even when details are not clear o Weighing up data from various sources, recognising when to bring in additional Methods support o Identifying the main issues in complex problems; clarify understanding or stakeholder expectations to seek the best option o Convincingly and tactfully persuading sceptical colleagues and stakeholders about the value and purpose of research o Effectively capturing, using and sharing user/customer insight and views from a diverse range of stakeholders to ensure better policy and delivery o Reporting directly into the Head of User Research, supporting in coordinating quality user research across the GDS Delivery portfolio through the research community (“delivery through people”) o Guide, coach and mentor other user researchers in Methods and our clients o Working closely with colleagues to identify, develop and share good practice o Define, set and monitor standards for research, e.g. in ethics, lab testing, recruitment and documentation o Providing formalised peer-review to services, for quality assurance or as part of an assessment panel. o Evaluating how Methods’ user research compares to government and competitor best practice and identify necessary and desirable improvementso Advocating for user-centred design and be an active part of the user research community within Methods and across government

o Conducting relevant user research activities (including ethnographic research, user needs gathering, concept development, customer journey mapping and usability testing)o Delivering robust data and experience-based reporting and recommendations which improve product and service development and customer satisfaction with digital serviceso Conducting research to improve current and emerging customer-facing digital service channelso Designing and delivering user research studies, including lab-based usability studies, remote studies and usability inspections (heuristic evaluations or cognitive walkthroughs)o Effectively communicating usability research insights (both written and presentational)o Collaborating with other research and insights colleagues to ensure usability research is part of wider investigative projects, to maximise impact and reduce duplicationo Continuously improving methods and technologies used to explore the usability of products and serviceso Drive adoption of clear usability standards, practices, and solutions across the business, identifying emerging industry best practices, evaluating relevance for Sky, and always ensuring the highest standards of research are taking placeo Managing the utilisation of the UX lab, and maintain the technology via 3rd partieso Ensuring non-research colleagues & stakeholders have confidence in usability research

o Gathering all existing insight and measurements to capture the current end to end journey from a customer, colleague and commercial perspective to create a credible and holistic view o Drive an outside-in perspective, focussing on customer satisfaction and expectations to establish a true reflection of business performance and drive continuous improvement activitieso Shape requirements for new insight from internal & external sources to continually develop a deeper understanding across end to end journeyso Produce compelling delivery roadmaps, translating strategy into future target state journeys, collaborating with enterprise wide stakeholders to create holistic objectiveso Leading UX Research projects to influence the design and development of new & existing products to better meet customer’s needs and expectationso Design and deliver strategic requirements for operations KPI’s and SLA’s to drive improvements in efficiency, effectiveness, quality & customer satisfaction, expectations and perceptionso Maintain well-informed perspectives on emerging trends within technology, consumer and service sectorso Influence a holistic change portfolio driven by future target state end to end journeyso Evaluate ideas and opportunities from insights, scoping potential benefits and costso Work with cross functional teams to deliver test and learn activitieso Define and produce improved management information and KPI’s reflecting the strategic direction and customer expectations across the end to end journeyo Design with data, working with Research, Data Science, Innovation and Reporting teams to overlay robust data and insight across journeys to support problem statements and opportunities

o Business lead to implement a new Voice of the Customer system to capture effective Quantitative & Qualitative datao Monitoring real-time satisfaction for Voice of the Customer, identifying opportunities for improvement and interventiono Transforming large data sets (Qualitative & Quantitative) into tangible management information to produce effective business recommendations from customer intelligence data o Developing and monitoring improvement plans for failing performance commitments, in line with Customer Experience strategy requirementso Working alongside OFWAT on the regulatory changes from SIM to C-Mex, including target setting, baselining and identifying improvements for performance to minimise risk of financial penaltieso Leading internal customer research projects based on new regulatory measures to gather targeted insights from appropriate customer profiles to develop a more detailed understanding of root cause problems driving customer dissatisfactiono Creating and developing effective and engaging customer surveys to drive an increase in response rates and gather additional quantitative and qualitative information to better understand problem areaso Understand customer profiles and demographics, and develop surveying strategies effectively to ensure all customer groups can participate in their preferred wayo Designing and leading a variety of research projects, including interviews, surveying, moderated usability testing, guerrilla testing and A/B testing alongside third parties to develop an intelligent understanding of the customer base, expectations, perceptions and experience with the business and using its productso Linking analysis from several feedback sources across the business into a single director level report with supporting management information, presenting at board level on a quarterly basis

o Use market insights to proactively anticipate issues with potential to increase complaints and suggest risk reduction methodso In depth analysis of complaints to identify root cause(s) of dissatisfactiono Produce comprehensive customer journey presentation packs to highlight failures/issues using real life exampleso Chair Root Cause Forum meetings with senior stakeholders to discuss customer journeys, produce problem statements addressing point(s) of failure for customers and agree potential initiatives to resolve problems o Creating business cases and work closely with key stakeholders through initiative delivery process to ensure agreed actions are completed on schedule. Track and update all actions on CI roadmap to maintain overall view of progresso Calculate predicted benefits for each initiative delivery during design phase, track benefits post-delivery, give accurate view of total complaint reductiono Monitor effectiveness of improvement activity and aim to replicate across Complaints process to develop a consistent and effective customer service experience across all channels o Collaborate on Complains Improvement strategy, feeding into larger Customer Service strategy and monitoring progress to ensure objectives were achieved

o Ownership of the UK IT Board Report production and delivery, presenting performance updates to senior leaders (both UK and globally) about the monthly performance of UK ITo Owner of the strategic roadmap delivery for the UK IT business directorate, liaising regularly with senior stakeholders (UK and Group) to ensure successful delivery of all key strategic measureso Senior stakeholder of Telefonica Group board reports, travelling to Madrid to represent the UK business at quarterly performance meetings, presenting performance updates on UK IT Roadmapo Detailed analysis of operational KPI performance vs targets, tracking all key KPI’s to ensure business targets were being meto Agree suitable action plans for any underperforming KPI to ensure optimum performance and effort to meet targetso Own annual benchmarking activities to compare internal performance to other companies within the industry, and using this analysis to set effective operational objectives to achieve industry performance aimso Chair of IT Business Case Forum, working alongside PMO to analyse business cases and approve project funding to control requests against budget and ensure only projects with suitable benefits gained investment and minimise wasted funding

o Analysing effectiveness of marketing campaigns against customer responseso Using Google Analytics to track the success of different online campaigns to convert browsers into customerso Tracking volumes of customers reached by online campaigns against targets and identifying any underperformance riskso Using marketing data to develop customer profiles of who responded to specific campaigns and working with senior marketing stakeholders to influence the marketing strategies aimed at different consumer groups