Lead User Researcher - Digital CX

Sky; Woking; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading media and entertainment brand is seeking a Lead User Researcher to join their Digital Customer Experience team. This flexible role allows you to work hybrid from either the Osterley or Leeds office. You will lead research initiatives to better understand customer needs and enhance digital journeys across platforms. If you're passionate about transforming user experiences and leading a thriving research culture, this role is ideal for you.

Qualifications

• Experience in user research methodologies and practices.
• Ability to collaborate across teams and drive research initiatives.
• Strong analytical skills to define and improve user journeys.

Responsibilities

• Lead a team of user researchers to enhance digital customer experiences.
• Plan and execute various research activities to gather customer insights.

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.