Lead User Researcher

Overview Want to do the best work of your life? With 24 million customers in 6 countries, Sky is Europe’s leading media and entertainment brand. A workplace where you can proudly be yourself; our people make Sky a truly exciting and inclusive place to work. As a Lead User Researcher in our Digital Customer Experience team, you’ll help Sky better understand our customers and their needs. You’ll 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. Sitting within the Customer Experience Centre of Excellence, you’ll support CX strategy, design excellence, and performance across product roadmaps for the UK & Ireland. From first-time visitors to long-term customers, you’ll ensure every digital interaction reflects Sky’s brand and ambition to deliver outstanding customer experiences. What You’ll Do Lead within 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/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. 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) Leeds Our Osterley Campus is a 10-minute walk from Syon Lane train station. Free shuttle buses operate to Osterley, Gunnersbury, Ealing Broadway and South Ealing tube stations. Bicycle facilities and showers are available. On campus, you’ll find multiple dining options, a gym, cinema, car wash, and a beauty salon. Our Leeds tech hub is less than a mile from Leeds train station, with nearby parking and leisure facilities. Inclusion At Sky we don’t just look at your CV. We’re 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 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. Why wait? Apply now to build an amazing career and be part of a brilliant team. We can’t wait to hear from you. To find out more about working with us, search on social media. If your application is successful, we’ll ask you to complete a criminal record check. Depending on the role and any convictions, we might have to withdraw the offer. Seniority level: Mid-Senior level Employment type: Full-time Job function: Information Technology Industries: Broadcast Media Production and Distribution #J-18808-Ljbffr