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 and 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. What you''ll do 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 in