I joined Sky’s help and support team to assist in the creation of a new virtual assistant to answer customer questions online. Working in a small team I researched the most frequently asked questions, put together a detailed answer process, and collaborated with external stakeholders to bring the whole system to life.

It was a highly analytical role, where I had to assess large volumes of information to create the best communications for customers, and then user test my work. 

I also wrote a number of technical support articles to help customers make the most of their Sky package.