Lead User Researcher - Digital CX

Sky; Shoreham-by-Sea; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading media and entertainment company is seeking a Lead User Researcher to enhance customer experiences. You will analyze and improve user journeys across multiple channels, running various research activities like usability testing and surveys. This role allows you to work flexibly, either hybrid in Osterley or Leeds. If you're passionate about customer understanding and have experience in user research methodologies, this position offers you the opportunity to make a significant impact within the team.

Qualifications

• Proven experience in user research methodologies and usability testing.
• Excellent analytical skills to evaluate customer journeys.
• Ability to work collaboratively in an Agile environment.

Responsibilities

• Lead user researchers to analyze and improve end-to-end journeys.
• Plan and run research activities like usability testing and surveys.

Job description

Overview

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 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.