User Experience Research Senior Manager, Mobile Plans
Verizon Communications - Irving, TX
posted 4 months ago
About the position
As a User Experience (UX) Research Senior Manager at Verizon, you will play a pivotal role within the Customer Experience team, collaborating closely with Experience Designers and Managers to enhance the mobile plans experience for our customers. Your primary responsibility will be to develop and lead the UX Research program, ensuring that we uncover valuable insights into customer needs and expectations. This involves a comprehensive approach to research, from defining new experiences to delivering solutions that not only meet but delight our customers. In this role, you will be responsible for leading all phases of the research process. This includes developing screening criteria, crafting discussion guides, and designing activities for each stage of insight gathering. You will moderate sessions, analyze data, and present your findings in a compelling manner to stakeholders, ensuring they understand consumer needs and how these needs impact our solutions. Additionally, you will integrate secondary data into the insights process to develop a well-rounded perspective and tell a compelling story about our customers. Your work will also involve uncovering unexpected insights that can drive new experiences, as well as the smaller insights that inform the development of existing products. You will present these insights to senior leaders and ensure that the Consumer Experience Lab operates effectively for both consumers and stakeholders. Managing recruiting and facilities firms, as well as remote testing panels, will also be part of your responsibilities, ensuring a positive participant experience while maintaining confidentiality and managing logistics. Overall, this position requires a strategic thinker who can drive impactful user experience insights and work collaboratively with various teams to enhance our offerings in the mobile plans sector.
Responsibilities
- Develop and lead the UX Research program for Verizon's mobile plans experience.
- Conduct research to uncover customer needs and expectations.
- Lead all phases of the research process, including developing screening criteria and discussion guides.
- Moderate research sessions and analyze data to present findings.
- Integrate secondary data into the insights process to develop a compelling narrative.
- Uncover unexpected insights that drive new experiences.
- Present insights to senior leaders and stakeholders.
- Ensure the Consumer Experience Lab operates effectively for consumers and stakeholders.
- Manage recruiting and facilities firms, as well as remote testing panels.
- Oversee participant experience to ensure comfort and confidentiality.
Requirements
- Bachelor's degree or four or more years of work experience.
- Six or more years of relevant work experience in UX research.
- Experience defining and planning research methodologies in the context of project scope and timeline.
- Experience with secondary data, trends, and learnings.
Nice-to-haves
- A Bachelor's or Master's in Human Factors, Psychology, HCI/Computer Science, Sociology, or a related field.
- Ability to ensure the right technology and tools are in place for a positive lab experience.
- Knowledge and experience working with data science, analytics, and market research groups.
- Experience crafting discussion guides and tools to reveal consumer needs.
- Experience moderating and planning field studies and usability studies in various environments.
- Experience with qualitative generative research and usability from concept to launch.
- Experience working in an Agile environment.
- Examples of driving impact through user experience insights.
Benefits
- Parental leave
- Paid time off
- Tuition assistance
- 401(k)
- Remote work
