Lead User Researcher - Digital CX

Whitehall, NY

4d•Hybrid

About The Position

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.

Requirements

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.
Examples of your work demonstrating strengths in people (building/supporting teams), process (scalable user-centred design methods), position (influencing strategy), and product (shaping digital experiences with outcomes and impact).

Responsibilities

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.