Head of User Research, Sky

Digital CX

Salary not provided

Senior and Expert level

Leeds

London

Broadband and telecommunications company

Be an early applicant

Broadband and telecommunications company

1001+ employees

B2CB2BEntertainmentTelecommunicationsMedia

Be an early applicant

Salary not provided

Senior and Expert level

Leeds

London

1001+ employees

B2CB2BEntertainmentTelecommunicationsMedia

Company mission

To connect people with the very best entertainment, sports, news, arts and local, original content.

Job

Company

Role

Who you are

Proven track record of leading impactful digital user research teams and embedding research into product strategy for large-scale digital products (web and native)
Mastery of qualitative and quantitative methods including usability testing and ethnographic research, and in combining behavioural analytics tools (Adobe Analytics, Contentsquare) with qualitative insights to create evidence-based recommendations
Experience scaling research operations and tooling ecosystems including running an in-person lab facility (and remote tools like Usertesting), with strong governance and repository practices
Experience building, scaling and developing senior user research talent with accountability for skills growth, progression, and succession planning
Strong experience shaping strategy at executive level with compelling evidence-led storytelling and insight-driven recommendations
Please include portfolio/content showing evidence of your experience across these four areas:
People - Building high-performing teams. Process - Applying scalable UCD methods that drive measurable outcomes. Position - Influencing strategy and embedding design at senior level. Product - Producing provable world-class app–first digital experiences

What the job involves

As Head of User Research in our Digital Customer Experience team, you’ll lead the way in understanding our customers and embedding their voice into every decision
You’ll build a thriving research team and culture, enabling insight-led product strategies and evidence-driven customer journeys across sky.com and the My Sky app
Reporting to the Director of Digital Experience, you’ll sit at the heart of our Customer Experience Centre of Excellence, contributing to CX strategy and design leadership across the UK & Ireland
From first-time visitors to long-term customers, you’ll help ensure every digital interaction reflects Sky’s brand and ambition to deliver outstanding customer experiences
Lead a multi-disciplinary user research team, delivering actionable insights that shape meaningful, customer-centric digital experiences
Own the digital research strategy across Sky’s digital customer experience, ensuring product direction is informed by deep customer understanding and championing the customer voice at executive level
Establish behavioural science practices and partner with product, content and service designers to ensure insights inform customer experience at any touchpoint
Drive research ops, tooling, participant recruitment and research workflows in partnership with Design Ops and Heads of Design
Champion AI-enhanced tools and build strong partnerships with analytics teams to combine behavioural data with qualitative insight
Deliver high-quality, inclusive research that informs navigation, experience principles and accessibility across all touchpoints, and ensures representation and accessibility are always embedded

Our take

Sky formed through the merger of Sky Television and British Satellite Broadcasting in 1990, making it the UK's largest pay-TV company. After the acquisition of Sky Italia and Sky Deutschland in 2014, Sky Group was formed, transforming the UK company into Europe's leading entertainment and media group.

With the recent success of their original content, Sky doubled their investment into this space by 2024 with a brand new movie and TV studio being built. This is expected to create an additional £3 billion of production investment in UK creative sector in the first five years alone.

Sky's streaming service, Now TV, was launched in 2012 to compete with the rising tide of Netflix and, more recently, with Amazon's Prime Video. With pay-TV subscriptions dropping and the video streaming industry expected to grow by a further 20% by 2027, Sky has remained competitive by offering a range of deals, partnering with Netflix, and developing its own TV - Sky Glass, as it aims to keep up with consumer trends.