Lead User Researcher - Digital CX

Location for this position is flexible, we are accepting candidates who are able to work Hybrid in either our Osterley or Leeds office.

Want to do the best work of your life? With 24 million customers in 6 countries, make your mark at 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 (url removed) 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, User Zoom, 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:

1. People - Helping develop high-performing teams.
2. Process - Applying scalable UCD methods that drive measurable outcomes.
3. Position - Influencing strategy and embedding design across an organisation.
4. Product - Producing provable world-class app-first digital experiences (Outcomes & Impact)

The Rewards:

There's one thing people can't stop talking about when it comes to #Life At Sky : the perks. Here's a taster:
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)

Our Osterley Campus is a 10-minute walk from Syon Lane train station. Or you can hop on one of our free shuttle buses that run to and from Osterley, Gunnersbury, Ealing Broadway and South Ealing tube stations. There are also plenty of bike shelters and showers.

On campus, you'll find 13 subsidised restaurants, cafes, and a Waitrose. You can keep in shape at our subsidised gym, catch the latest shows and movies at our cinema, get…