Lead User Researcher

Lead User Researcher – Digital Customer Experience | London or Leeds (Hybrid)

Join a leading media and digital organisation shaping customer experience across millions of users in the UK & Ireland. As a Lead User Researcher
, you’ll drive research excellence within the Digital CX team, influencing how people engage with digital journeys across web and mobile platforms.

This role sits within the Customer Experience Centre of Excellence
, supporting strategy, design, and performance across digital product roadmaps. You’ll help ensure every digital touchpoint delivers seamless, inclusive, and impactful experiences.

• Lead research strategy and delivery across multiple Agile teams and digital products.
• Design and run mixed-method studies — usability testing, field research, surveys, diary studies, card sorting, and ethnography.
• Combine qualitative insights with behavioural data to guide design and product decisions.
• Champion accessibility, inclusion, and customer advocacy across all digital channels.
• Shape research operations and mentor other researchers, driving consistency and quality.
• Experiment with AI-driven research tools and advanced analytics to scale insights.

• Extensive experience leading user research for large-scale digital products (web and native).
• Expert in qualitative and quantitative research methodologies.
• Proficiency with research platforms such as User Testing
  , User Zoom
  , Optimal Workshop
  , or equivalent.
• Experience integrating analytics tools (e.g.,
  Adobe Analytics
  , Contentsquare
  ) with research insights.
• Strong communication, storytelling, and stakeholder influence skills.
• Proven impact in guiding strategy and improving customer experiences.

• People: Developing and supporting high-performing teams.
• Process: Scaling UCD methods that drive measurable outcomes.
• Position: Embedding design and research into organisational strategy.
• Product: Delivering world-class, customer-centred digital experiences.

• Competitive salary with a generous pension package
• Private healthcare and exclusive digital service discounts
• Flexible hybrid model (3 days in-office per week)
• London (Osterley) or Leeds campus with gyms, cafés, cinema, and wellbeing facilities

This employer is committed to diversity, inclusion, and accessibility — creating a space where everyone can thrive. Adjustments and flexible working arrangements are available to ensure equitable experiences for all candidates.

Ready to lead user research that shapes the digital experiences of millions? Apply now and help redefine what great customer experience looks like.