Head of UX Research - Digital Experience

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 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.

• Lead within a team of user researchers to analyze, 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 behaviors drive prioritization 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, User Zoom, 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.

Our Osterley Campus is a 10‑minute walk from Syon Lane train station. Or you can hop on one of our free shuttle buses that run to and from Osterley, Gunnersbury, Ealing Broadway and South Ealing tube stations. There are also plenty of bike shelters and showers.

On campus, you'll find 13 subsidised restaurants, cafés, and a Waitrose. You can keep in shape at our subsidised gym, catch the latest shows and movies at our cinema, get your car washed, and even get pampered at our beauty salon.

- OR Leeds Our spacious Leeds tech hub is less than a mile from Leeds train station. There's plenty of parking in the surrounding streets and at the nearby Citi Park. Need a break? You can blow off steam over a game of pool or table tennis, and stay fit at our subsidised gym.

• People – How you've built, supported, or enabled high‑performing teams.
• Process – How you apply scalable user‑centred design methods to deliver measurable outcomes.
• Position – How you influence strategy and champion design across an organisation.
• Product – How your work has shaped world‑class, app‑first digital experiences, with clear outcomes and impact.

• Sky Q, for the TV you love all in one place.
• The magic of Sky Glass at an exclusive rate.
• A generous pension package.
• Private healthcare.
• Discounted mobile and broadband.
• A wide range of Sky VIP rewards and experiences.

The hybrid working expectations for this role are 3 days in the office per week. At Sky, we want to be a community that thrives by being together. Flexible working remains a key part of that. We want our people to have the best of both worlds – time working at home, as well as time in the office.