Want to do the best work of your life? With 24 million customers in 6 countries, make your mark at Europe''s leading media and entertainment brand. A workplace where you can proudly be yourself; our people make Sky a truly exciting and inclusive place to work.Help shape the future of AI-powered customer experience at Sky . We''re transforming how customers interact with Sky - blending human empathy with intelligent automation. Every day, our advisors and customers generate thousands of conversations packed with insight. We''re looking for an "AI Experience Analyst"to help us make sense of that data , turning it into understanding , actions, and design direction. You''ll sit at the heart of the Assisted CX team, working closely with service designers'' researchers and product teams. Your role: to explore how AI performs, what customers really say, and how we can use those insights to design more human, effective, and intelligent experiences. What you''ll do: Interrogate and Analyse AI and contact centre data - explore transcripts, intents, summaries, and sentiment to uncover patterns in customer and advisor behaviour. Assess AI performance - review generative AI outputs, identifying issues around accuracy, tone, or bias, and recommend improvements into design, training, and governance loops. Generate actionable insights - blend of qualitive and quanti ta tive data , with the ability to translate complex data into clear stories that inform CX strategy, design, and product d