Lead User Researcher – Digital CX

Role Overview

• 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.

Requirements

• 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.
• We’d love to see examples of your work. If you have a portfolio, or any selection of project artefacts, please share pieces that demonstrate your strengths in the following areas: People – How you’ve built, supported, or enabled high‑performing teams. Process – How you apply scalable user‑centred design methods to deliver measurable outcomes. Position – How you influence strategy and champion design across an organisation. Product – How your work has shaped world‑class, app‑first digital experiences, with clear outcomes and impact. If you don’t have a formal portfolio, don’t worry links, slide decks, case studies or short write‑ups are all welcome. Choose whatever best tells the story of your contribution. But we do need to understand the process, the user needs, business goals, design changes based on evidence gathered, and customer outcomes & business impact.

Benefits

• 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