Daryl Deane-Staig

Daryl Deane-Staig

Two decades of driving Exceptional Customer Experience: Senior Service Performance Manager at Sky

Lochgelly, Scotland, United Kingdom
544 followers 500+ connections

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Glenwood High School, Fife

About

Revolutionising Customer Experience: Delivering excellence through others, Driving performance, reducing costs, and delivering digital solutions. Senior Service Performance Manager at Sky, with over two decades of experience and a natural instinct for identifying areas of improvement. Neurodiverse leader with a vision to reach the C-Suite.

As a Senior Service Performance Manager at Sky, I specialize in managing the day-to-day performance of Sky's TV products and services to ensure the best possible customer experience. My focus is on improving product and service journeys from discovering and buying products, to delivery and activation, to in-life product experience and stability, product replacement volumes, and customer retention. I work collaboratively with multiple departments within Sky, up to the group director level, to deliver on these goals.

With over two decades of experience in customer experience delivery and improvement, I'm a natural leader and decision influencer. My keen eye for detail, adaptability, and ability to communicate complex ideas simply set me apart from others in my field. I also bring a unique perspective as a neurodiverse individual, allowing me to take a data-driven approach to identifying opportunities for improvement and driving continuous improvement initiatives.

My short-term goal is to become a Head of Department, with a mid-term goal of reaching a Director level role, and a long-term goal of reaching a C-Suite role within a customer experience improvement role. I'm passionate about bringing digital solutions to customers to make their lives easier, and I'm always looking for new ways to deliver smarter technology enhancements and automation solutions to improve efficiency and reduce operational expenditure costs.

Activity

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Experience

  • Sky

    Sky

    8 years 5 months

    • Sky Graphic

      Senior Service Performance Manager

      Sky

      - Present 1 year 5 months

      Livingston, Scotland, United Kingdom

      Delivered £20 million in benefits in 2024 through leadership, guiding my team through collaboration culture to support implementing new assurance tools and digital self-serve options. Provided thought leadership, strategy and design guidance to provide a seamless customer experience.

      Delivered £10 million in benefits by leading my team to enhance end-to-end customer journeys, achieving improved service economics while significantly elevating the customer experience.

      Key…

      Delivered £20 million in benefits in 2024 through leadership, guiding my team through collaboration culture to support implementing new assurance tools and digital self-serve options. Provided thought leadership, strategy and design guidance to provide a seamless customer experience.

      Delivered £10 million in benefits by leading my team to enhance end-to-end customer journeys, achieving improved service economics while significantly elevating the customer experience.

      Key Deliveries:
      *£1.82m from introducing Improvements to minimum selling speeds Broadband with Sky Glass and Stream across UK and ROI leading to higher broadband product attachment rate.
      *£1.9m benefit improving sales journey by reducing sales dropout by 30%
      *£0.4m fault rate savings ​by reducing fault rate by 40% & hardware replacements 39%
      *Introduction of Sky Glass, Stream and Sky Live across the UK and ROI, supporting the end to end customer experience.

    • Sky Graphic

      Service Performance Manager

      Sky

      - 1 year 2 months

    • Sky Graphic

      Senior Improvement Analyst

      Sky

      - 1 year 6 months

      Dunfermline, Scotland, United Kingdom

    • Sky Graphic

      Operational Perfomance Lead

      Sky

      - 4 years 7 months

      Dunfermline, Fife, United Kingdom

  • Police Scotland Graphic

    Police Constable

    Police Scotland

    - 2 years 7 months

    Kirkcaldy, United Kingdom

    Keeping People Safe

  • General Manager

    Club3000 Bingo

    - 1 year 6 months

    Coatbridge, North Lanarkshire, United Kingdom

  • Iceland Foods Graphic

    Assistant Store Manager

    Iceland Foods

    - 6 years 7 months

    Leven, Fife, United Kingdom

Education

  • Glenwood High School, Fife

    -

    -

Recommendations received

  • Click here to view Gemma Thompson’s profile

    Gemma Thompson

    “I’ve worked with Daryl for a number of years and his knowledge, hard work and dedication really shines through. He put the customer at the heart of everything he does ”

  • LinkedIn User

    LinkedIn User

    “Daryl and I have recently worked on a project together delivering a new Broadband Assurance Tool for our advisors in the contact centre and our customers. Daryl is a Subject Matter Expert who holds a lot of knowledge within the Broadband Service Assurance space in our company and a key stakeholder who I relied upon to assist me in completing important trial and readiness tasks within my project workstream. These tasks were important and required completion within very tight timelines in order to deliver the project’s crucial milestones and Daryl was always willing to support. Daryl is hardworking, reliable and a team player with strong communication and prioritisation skills. Daryl was being pulled in many directions with his day to day workload as well as the project needs yet he always remained calm, collective and professional. Daryl is friendly, trustworthy and resilient and any company would be lucky to have Daryl as an employee.”

3 people have recommended Daryl

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