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Meet Sarah, Service Strategy Manager

‘It’s exciting to be part of the delivery of a project, used by thousands of people.’

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Sarah Reeder

Service Strategy Manager, Osterley

Tech, Product & Data | 23 November 2023 | 6 mins

I work in a very small, niche team within Group Service Management called Digital: CX & Tech Futures. We are very much forward-looking team, and our remit supports Digital CX, both strategy and ongoing performance as well as all the new shiny things coming down the line – Gen AI being a great example of that.

My role covers Digital CX. I’m currently supporting a large programme with the data and insight they need to support roadmaps, prioritisation, baselining, as well identifying opportunities to link in with wider projects and initiatives to maximise benefits to the business.

Describe a project, or career highlight where you were able to make a difference.

Last year, I worked on our Service Checker project, allowing customers to effectively troubleshoot and self-serve running line tests etc. This means that customers are able to understand and monitor their connection, diagnose issues and book engineers if required, 24/7.

If you’re a night owl, and the contact centres are closed, you can get the support you need straight away, without having to wait for the morning.

I’m hugely passionate about getting people into Tech. Last summer, I recorded a video for ‘LIFT as we Climb’ around what it means to me to be a woman in tech, and the importance of the LIFT programme. I volunteered at the LIFT event too, with some of my colleagues, and we had a wonderful day supporting the activities.  

I also recorded a video for Pathways. A programme to take incredible talent from our Contact Centres and Home Service Engineering team, and gives them a 12 month secondment in Tech.

At Sky we’re always challenging ourselves to deliver the next big thing. Describe what that’s like and why it’s exciting.

It’s exciting to be part of the delivery of a project, seeing it come to life and used by thousands of people. That excitement is infectious too. My two children were involved in green room testing for Sky Live, helping to refine skeletal tracking for kids, ahead of launch.

When Sky Live went live, and their friends started to get it, my youngest child was saying “I helped to make that!”. They think I have the coolest job in the world.

I also got to play whack-a-mole with Stephen van Rooyen on Sky Live launch day, which was pretty fun!

How is Sky an inclusive place to work where you can be yourself?

The TECHWomen network is invaluable. I’m extremely lucky to work with one of the co-chairs, and she’s been like a big sister to me from the moment I joined. Encouraging me, supporting me, being a huge advocate and when things felt scary – such as presenting on a Comcast-wide call. We did it together, so it felt much less scary.

I’ve also got an incredible manager who gives me stretch goals and opportunities to expand my skill-set. There’s a huge amount of psychological safety here. I know that I can come up with ideas and solutions and be bold and it’s a wonderful place to nurture and shape them.

There are many opportunities if you’re willing to put yourself out there and build connections.

Hybrid working has helped a lot. That flexibility to both get the benefit of being in the office and creating organic connection, combined with days at home to be there after school for my children, it’s a great mix.

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