Jack Roper
Service Strategy Lead @Sky
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WORK HISTORY
Service Strategy Lead @Sky
London, GB
Shaping the future of Sky’s service experience — driving long-term plans and strategic initiatives that balance business growth, cost efficiency, innovation, and customer satisfaction.I lead the development of mid- to long-term service strategies (1–3 years), identifying opportunities across digital, AI, and channel transformation to enhance how we connect with customers and deliver operational excellence.Key focus areas include- Customer & Market Insight – Translating customer, competitor, and market trends into actionable opportunities that inform our service vision and strategic roadmap- Strategic Initiative Development – Designing and supporting initiatives that optimise processes, embed automation and AI, and deliver measurable improvements to customer outcomes and cost to serve- Strategic Planning – Shaping the Service Strategy and 3-year roadmap, aligning on key priorities and big bets that set Service up for long-term success- Cross-functional Collaboration – Partnering across Service, CX, Digital, CCO, Finance, and Technology to align strategies, unlock cross-business opportunities, and define KPIs that drive performance- Storytelling & Influence – Creating clear, compelling narratives to secure buy-in at all levels and championing the Service Strategy across the business.
EDUCATION
Noble Work Foundation
Service Design - Techniques & Fundamentals
ABOUT JACK ROPER
Strategy Lead @ Sky | CX Strategy & Propositions | Service Design | Digital Strategy | Experience-led Growth
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