Journey Performance Manager in NOW at Isleworth, England, United Kingdom

Part Time

Website NOW

This listing is about NOW in Isleworth, England, United Kingdom
in 2022

About the job

We’re NOW, part of the Sky family and one of the UK’s leading streaming platforms. We’re the only place to get Sky Cinema and Sky Sports without a contract. We’re brilliant TV made by brilliant people. We’re big on real diversity, inclusion and collaboration. And we need talent to keep pushing boundaries and grow our brand. Big-thinkers. Changemakers. Showstoppers. Join in.

You will oversee the performance of our end to end service experience, ensuring our members find the right resolution option quickly and efficiently. Through data analysis and journey mapping you will influence the strategic direction of NOW’s member service across our digital, social and Contact Centre journeys.

What You’ll Do

  • By fully understanding the performance of our contact mix you will be key in driving a strategic roadmap to improve the service experience for NOW members across our platforms
  • Using analytics and performance data, advise on strategies that will provide the best service experience to NOW Members during key business moments.
  • Taking ownership of measurement & reporting across NOW Help channels and using data-driven insights to deliver improvements to the online member experience
  • Use insights, data and web analytics to influence the global product roadmap; ensuring the UK initiatives are appropriately prioritised and lined up to deliver step-change improvements
  • Provide thought leadership through informed recommendations for the promotion of self service to NOW members, which will drive usage of our suite of service platforms and resolution options.

What You’ll Bring

  • Experience as a product or business lead in an online sales or service environment
  • Business / commercial analysis, supporting the build of commercial rationale for investment in the online service channel (case development; benefit sizing etc)
  • Demonstrable experience of launching new online journeys
  • Experience of working with analytics (ideally Adobe) to drive journey improvements and business benefit
  • Experience of functional requirement capture
  • Experience of collaboration on the definition of the online member experience, working with user experience specialists, visual designers and copy editors, among others
  • Experience of influencing key stakeholders and Digital product owners

NOW Team Overview

Everyone at NOW is a fan of our movies, shows and sport. But for us, the real action lies behind the scenes. With over 250 people, we’re more than just brilliant entertainment. We’re forward-thinking, people-focused and passionate about world-class experiences. Here, you’ll feel your confidence grow as you make your mark. And as part of an inclusive and supportive team, we’ll make sure you develop to your full potential.

The Rewards

There’s a reason people can’t stop talking about #LifeAtSky. Our great range of rewards really are something special, here are just a few:

  • Sky Q, for the TV you love all in one place or a NOW Membership
  • A generous pension package
  • Private healthcare
  • Discounted mobile and broadband
  • Access a wide range of exclusive Sky VIP rewards and experiences


Where you’ll work:

Our Osterley Campus is a 10-minute walk from Syon Lane train station. Or you can hop on one of our free shuttle buses that run to and from Osterley, Gunnersbury, Ealing Broadway and South Ealing tube stations. There’s also plenty of bike shelters and showers.

On campus, you’ll find 13 subsidised restaurants, cafes, and a Waitrose. You can keep in shape at our subsidised gym, catch the latest shows and movies at our cinema, get your car washed and even get pampered at our beauty salon.


We take pride in our approach to diversity and inclusion: we’ve been recognised by The Times and Stonewall for this, and we’ve committed £30million to support the fight against racial injustice. We’ve also set ambitious targets for increasing ethnic diversity and representation throughout our organisation.

At Sky we don’t just look at your CV. We’re more focused on who you are and your potential. We also know that everyone has a life outside work, so we’re happy to discuss flexible working.

And we’ll do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you.

Why wait?

Apply now to build an amazing career and be part of a brilliant team. We can’t wait to hear from you.

To find out more about working with us, search #LifeAtSky on social media. A job you love to talk about.

Just so you know: if your application is successful, we’ll ask you to complete a criminal record check. And depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer.

Company: NOW

Vacancy Type:  

Job Location: Isleworth, England, United Kingdom

Application Deadline: N/A

Apply Here

To apply for this job email your details to