Lead User Researcher - Digital CX

Sky; Slough; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading media and entertainment brand in the United Kingdom seeks a Lead User Researcher to enhance customer understanding and improve digital experiences. You will lead a team conducting user research initiatives and collaborate with Agile teams to transform digital journeys on the company's platforms. This role emphasizes building a strong research culture and delivering outstanding customer experiences while offering flexibility in the work location.

Qualifications

• Experience leading user research studies to inform digital experiences.
• Ability to work collaboratively within Agile teams.
• Strong analytical skills to improve customer journeys.

Responsibilities

• Lead a team of user researchers to define and improve digital journeys.
• Conduct various research activities including usability tests and field studies.

Skills

User research methodologies

Usability testing

Agile methodologies

Collaboration skills

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.