Customer care at Sky
How people find help, how they move through it, and where the experience quietly fails them. The interesting work is always in the gaps.
Digital Innovation Manager at Sky ● Publisher in E20 ● London
I work out where technology actually helps.
I work in digital innovation at Sky, focused on customer care across streaming platforms: Peacock, NOW, SkyShowtime. My job is working out where AI and automation actually reduce friction, and where they just make things worse.
Outside of that, I founded and run East Village Hub, a hyperlocal news platform for E20/Stratford I built, edit and publish independently. No team, no investors.
Most things I make start with a question I couldn't answer any other way.
- Building East Village Hub
- Rethinking help centre journeys at Sky
- Reading The Trading Game
- Playing Pokémon Pokopia
- Watching the Scrubs reboot
- Listening to Sam Fender and Spiritbox
What I do
East Village Hub
Independent local news for E20. I build the site, edit the stories and publish them. Technology serves the journalism, not the other way around.
Small useful tools
Prototypes with AI where the answer is "I want this to exist". A RAG knowledge base, a fantasy league roaster, a zero-data Secret Santa.
Recent work
All projects →The rest of me
- 90s cheese, no questions
- Pokémon, obviously
- Dynasty fantasy football
- Spiritbox and Sam Fender
- Scrubs defender
- Local news believer
- Coffee first, questions later
More on what I think about AI and where to find me.