Head of User Research - Digital CX

Sky; Leeds; Hybrid; GBP 150,000 - 200,000; Full time

Job summary

A leading media and entertainment brand is seeking a Head of User Research in Leeds. You will lead a team to enhance digital experiences and ensure customer insights inform product strategies. This role involves strategic shaping at an executive level, embedding research into product development, and leveraging qualitative and quantitative insights to drive decisions. Join to enjoy a dynamic work culture with exciting perks, including discounted services and a hybrid work model.

Benefits

Sky Q TV service

Exclusive rates for Sky Glass

Generous pension package

Private healthcare

Discounted mobile and broadband

Sky VIP rewards and experiences

Qualifications

• Proven track record of leading impactful digital user research teams.
• Expert in usability testing and ethnographic research.
• Experience in scaling research operations and tooling ecosystems.

Responsibilities

• Lead a multi-disciplinary user research team delivering actionable insights.
• Own the digital research strategy for Sky’s digital customer experience.
• Drive research ops, tooling, participant recruitment, and workflows.

Skills

Leadership in digital user research

Qualitative and quantitative research methods

Experience with behavioral analytics tools

Strategic shaping at executive level

Tools

Adobe Analytics

Usertesting

Contentsquare

Job description

Overview

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 Head of User Research in our Digital Customer Experience team, you’ll lead the way in understanding our customers and embedding their voice into every decision. You’ll build a thriving research team and culture, enabling insight-led product strategies and evidence-driven customer journeys across sky.com and the My Sky app.

Reporting to the Director of Digital Experience, you’ll sit at the heart of our Customer Experience Centre of Excellence, contributing to CX strategy and design leadership across the UK & Ireland. From first-time visitors to long-term customers, you’ll help ensure every digital interaction reflects Sky’s brand and ambition to deliver outstanding customer experiences.

Responsibilities

• 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.

Qualifications

• 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

There’s one thing people can't stop talking about when it comes to #LifeAtSky: 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

Working style

We know the world has changed, and we want to offer our employees the chance to collaborate at our unique office spaces, whilst enjoying the convenience of working from home.

We've adopted a hybrid working approach to give more flexibility on where and how we work. You'll find out more about what this means for this role during the recruitment process.

Office base

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 your car washed, and even get pampered at our beauty salon.

OR

Leeds

Our spacious tech hub is less than a mile from Leeds train station. There’s plenty of parking in the surrounding streets and at the nearby CitiPark.

Need a break? You can blow off steam over a game of pool or table tennis, and stay fit at our 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.

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 #LifeAtSky on social media. A job you love to talk about.

Just so you know: if your application is successful, we’ll ask you to complete a criminal record check. And depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer.