Head of User Research – Digital CX at Sky
We invite applications for the Head of User Research – Digital CX role to shape and lead user research across Sky’s digital platforms, ensuring every digital interaction reflects our brand and delivers outstanding customer experiences.
As a senior leader, you will build and nurture a high‑performing research team, develop a visionary digital research strategy, and embed evidence‑driven insights into product and design decisions.
What you’ll do
* Lead a multi-disciplinary user research team, delivering actionable insights that shape meaningful, customer‑centric digital experiences.
* Own the digital research strategy across Sky’s digital customer experience, ensuring product direction is informed by deep customer understanding and championing the customer voice at executive level.
* Establish behavioural science practices and partner with product, content and service designers to ensure insights inform customer experience at any touchpoint.
* Drive research ops, tooling, participant recruitment and research workflows in partnership with Design Ops and Heads of Design.
* Champion AI‑enhanced tools and build strong partnerships with analytics teams to combine behavioural data with qualitative insight.
* Deliver high‑quality, inclusive research that informs navigation, experience principles and accessibility across all touchpoints, and ensures representation and accessibility are always embedded.
What you’ll bring
* Proven track record of leading impactful digital user research teams and embedding research into product strategy for large‑scale digital products (web and native).
* Mastery of qualitative and quantitative methods including usability testing and ethnographic research, and in combining behavioural analytics tools (Adobe Analytics, Contentsquare) with qualitative insights to create evidence‑based recommendations.
* Experience scaling research operations and tooling ecosystems, including running an in‑person lab facility (and remote tools like UserTesting), with strong governance and repository practices.
* Experience building, scaling and developing senior user research talent with accountability for skills growth, progression, and succession planning.
* Strong experience shaping strategy at executive level with compelling evidence‑led storytelling and insight‑driven recommendations.
Application requirement
Please include portfolio/content showing evidence of your experience across these four areas:
* People – Building high‑performing teams.
* Process – Applying scalable UCD methods that drive measurable outcomes.
* Position – Influencing strategy and embedding design at senior level.
* Product – Producing provable world‑class app‑first digital experiences.
The rewards
* Sky Q, for the TV you love – all in one place.
* The magic of Sky Glass at an exclusive rate.
* Discounted mobile and broadband.
* A wide range of Sky VIP rewards and experiences.
How you’ll work
We offer flexible hybrid working – a blend of remote and unique office spaces to suit your style.
Your office base
Choose between our Osterley Campus (London) or a Leeds tech hub, both offering modern facilities, subsidised gym, cinema and more.
Inclusion
We are a Disability Confident Accredited Employer and welcome and encourage applications from all candidates. We will look to ensure a fair and consistent experience for all and will make reasonable adjustments to support you where appropriate. Please flag any adjustments you need early to your recruiter.
Why wait?
Apply now to build an amazing career and be part of a brilliant team. We can’t wait to hear from you.
Just so you know: if your application is successful, we’ll ask you to complete a criminal record check. Depending on the role and any convictions, we might need to withdraw the offer.
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