Lead User Researcher - Digital CX
Sky – Europe’s leading media and entertainment brand with 24 million customers across 6 countries.
About the Role
As a Lead User Researcher in our Digital Customer Experience team, you will help Sky better understand our customers and their needs. You will lead research initiatives within Agile teams, collaborate across Sky to inform the transformation of digital journeys on sky.com and the My Sky app, and contribute to building a thriving research culture.
What You’ll Do
* Lead a team of user researchers to analyse, define, and improve end‑to‑end journeys across multiple channels.
* Plan and run research activities including usability testing, field studies, card sorting, tree testing, ethnography, diary studies, and surveys.
* Champion the customer voice in strategic conversations, ensuring needs and behaviours drive prioritisation and design outcomes.
* Shape research practices and operations, promoting the value of user research across the organisation.
* Champion AI‑enhanced research tools, analytics integration, and data‑driven processes to improve efficiency, quality, and insight scalability.
* Ensure accessibility, representation, and inclusive practices are embedded across all our digital experiences.
What You’ll Bring
* Proven experience leading user research for large‑scale digital products and services, with demonstrable impact across web and native applications.
* Expert‑level skills in qualitative and quantitative research methods including usability testing, field studies, surveys, card sorting, tree testing, ethnography, diary studies, and other behavioural research techniques.
* Deep knowledge of research tooling ecosystems, including in‑person lab testing, UserTesting, UserZoom, Optimal Workshop, and similar platforms.
* Skilled at combining behavioural analytics e.g., Adobe Analytics, Contentsquare, with qualitative insights for evidence‑based recommendations.
* Strong storytelling, stakeholder influence, and resilience in fast‑paced, evolving environments.
Portfolio
Interested? While applying, please include portfolio or content showing evidence of your experience across these four areas:
* People – Helping develop high‑performing teams.
* Process – Applying scalable UCD methods that drive measurable outcomes.
* Position – Influencing strategy and embedding design across an organisation.
* Product – Producing provable world‑class app‑first digital experiences (Outcomes & Impact).
The Rewards
* Sky Q, for the TV you love all in one place.
* The magic of Sky Glass at an exclusive rate.
* A generous pension package.
* Private healthcare.
* Discounted mobile and broadband.
* A wide range of Sky VIP rewards and experiences.
How You’ll Work
The hybrid working expectations for this role are 3 days in the office per week. At Sky, we want to be a community that thrives by being together. Flexible working remains a key part of that. We want our people to have the best of both worlds – time working at home, as well as time in the office.
Your office base
* London (Osterley) – 10‑minute walk from Syon Lane train station. Shuttle buses run to Osterley, Gunnersbury, Ealing Broadway and South Ealing tube stations. The campus offers subsidised restaurants, cafes, a Waitrose, gym, cinema, car wash and beauty salon.
* Leeds – Less than a mile from Leeds train station. Nearby parking and a subsidised gym.
Inclusion
At Sky we don’t just look at your CV. We’re more focused on who you are and your potential. We also know that everyone has a life outside work, so we’re happy to discuss flexible working. 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 to your recruiter as early as you can.
Apply now to build an amazing career and be part of a brilliant team. If your application is successful, we’ll ask you to complete a criminal record check. Depending on the role you applied for and the nature of any convictions, we might have to withdraw the offer.
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