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 Assisted Customer Experience team, you''ll play a key role in helping Sky deeply understand our customers and the people who support them. You''ll lead research initiatives within Agile teams and collaborate across Sky to shape the transformation of digital tools and journeys used by our Contact Centre advisors, Engineers, and Retail colleagues. Your work will directly inform the design of intuitive, effective experiences that empower our frontline teams to deliver exceptional service. You''ll champion user needs, uncover insights through qualitative and quantitative research, and help build a thriving research culture across the organisation. This role sits within the Customer Experience Centre of Excellence, supporting CX strategy, design excellence, and performance across product roadmaps for the UK and Ireland. From first-time callers to long-term customers, you''ll ensure every digital interaction reflects Sky''s brand and ambition to deliver outstanding customer experiences. What you''ll do: Lead across 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