Michele Douglas
Head of Capabilities @Sky
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WORK HISTORY
Head of Capabilities @Sky
Leading the strategy, design and delivery of the capabilities that underpin Sky’s future customer service experience. Responsible for shaping how AI, knowledge, tooling, people and processes come together to modernise the way millions of customers interact with us across channels.Key achievements and accountabilities include:Shaping the Customer Service AI roadmap, defining the strategic direction for conversational AI, automation, advisor augmentation, and future workflow capabilities.Leading major transformation programmes across IVR, digital service, messaging, and contact strategy to modernise customer journeys and simplify operations.Driving operational readiness for AI adoption, ensuring new technologies are safe, scalable and deliver measurable value for both customers and frontline teams.Establishing a unified capability model across knowledge management, case management, service design, and advisor tools to remove fragmentation and accelerate delivery.Partnering with Product, Technology, Data and Operations to align investment, create clarity, and ensure cross-functional delivery at pace.Embedding continuous improvement principles to evolve service performance, uplift quality and optimise resources as new capabilities land.The role blends AI strategy, service design, operational excellence and people leadership — focused on building the foundations that will enable the next generation of customer service at Sky.
EDUCATION
Queen's University Belfast
Bachelor of Science (BSc), Management
SKILLS
ABOUT MICHELE DOUGLAS
Senior leader specialising in AI-driven customer service transformation, with a track record of shaping strategy, delivering large-scale change, and building capability in complex environments. I operate at the intersection of customer experience, operations, and emerging technology — translating ambitious AI goals into practical, value-creating delivery.Across my roles at Sky, I’ve been responsible for designing and steering the Customer Service AI roadmap, including major programmes that modernise how customers interact across all channels. My work spans AI conversational design, contact strategy, and operational readiness, ensuring new technologies land effectively and deliver measurable impact for both customers and the business.My background covers customer operations leadership, continuous improvement, capability building and service design — giving me the blend of strategic, technical, and people leadership needed to shape the next generation of customer service experiences.What energises me is creating clarity in ambiguity, bringing teams with me, and delivering change that’s both innovative and grounded in operational reality. I love the pace of new technology, but I’m equally focused on the human side: adoption, skills, performance and getting organisations ready for what’s coming next.
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