Lead User Researcher - Digital CX

Lead User Researcher - Digital CX

• 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.

• 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, UserZoom, 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.

• Generous pension package
• Private healthcare
• Discounted mobile and broadband
• Wide range of Sky VIP rewards and experiences

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