Andy Jones
Digital Innovation Lead @Sky
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WORK HISTORY
Digital Innovation Lead @Sky
Driving product discovery and digital innovation across customer care for Peacock, NOW, SkyShowtime and Showmax - identifying what customers need, experimenting fast, and shipping products that reduce effort and improve experience at scale- Shipped in-app customer service capability across streaming platforms, reducing friction in support journeys for customers at the point of need- Delivered CX improvements to Account Finder, improving the experience for customers managing their accounts across platforms- Leading customer intent research and discovery to understand how and why customers seek help - informing product strategy across care journeys globally- Conducting original research into Generative AI optimisation, SEO and GEO, shaping how customer care for Comcast\'s streaming platforms are discovered and experienced in an AI-first world- Produce regular industry knowledge briefings and newsletters, keeping cross-functional stakeholders informed on emerging trends and their implications for customer care- Facilitate workshops and ideation sessions to translate customer insight into product concepts and drive alignment across teams- Built a structured framework for experimentation and prototyping, enabling teams to test and learn without compromising customer trust- Track KPIs across digital initiatives to measure impact and drive continuous improvement
EDUCATION
Stoke on Trent College
NVQ Level 2, Business Administration
Stoke on Trent College
NVQ Level 2, Customer Service
Ysgol Uwchradd Eirias
High School
University of Staffordshire
Music Broadcasting, Media Law, Broadcasting, Journalism, Radio
SKILLS
ABOUT ANDY JONES
I\'m a senior product management professional with nine years in OTT streaming, working across some of the world\'s largest digital platforms - Peacock, NOW, SkyShowtime and Showmax - serving around 100 million customers globally. My work sits at the intersection of strategy and execution: defining product direction, managing complex, multi-market portfolios, and working closely with engineering, data, and operations teams to ship products that actually work in the real world. I\'m comfortable at the C-suite level and equally comfortable in a sprint ceremony - and I think the best product leaders need to be both. I have a strong track record of aligning cross-functional teams across multiple time zones and stakeholder groups, managing delivery risk, and ensuring products are operationally ready at launch - not just technically shipped. Outside my day job, I\'m the founder of East Village Hub, an independent community news website I built and run solo for residents in E20, London. I designed and shipped the full product and technical stack myself. It keeps me honest about what execution actually means.
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