User Experience Research Senior Manager, Mobile Plans
Verizon Communications - Ashburn, VA
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 that they understand consumer needs and how these needs impact our solutions. You will also integrate secondary data into the insights process, helping to develop a well-rounded point of view that tells a compelling story about our customers. Your work will involve uncovering both expected and unexpected insights that drive new experiences, as well as the smaller insights that inform product development. You will present these insights to senior leaders and ensure that the Consumer Experience Lab operates effectively for both consumers and stakeholders. Additionally, you will manage relationships with recruiting and facilities firms, oversee remote testing panels, and ensure a positive participant experience during research sessions. This position requires a strong background in UX research methodologies and a passion for understanding consumer behavior. You will be expected to drive impact through user experience insights and bring these insights to life through narratives that clarify consumer needs and desires. Your ability to work in an Agile environment and collaborate with cross-functional teams will be essential to your success in this role.
Responsibilities
- Develop and lead the UX Research program for Verizon's mobile plans experience.
- Conduct research to uncover experience insights on work streams.
- Lead all phases of the research process, including developing screening criteria and discussion guides.
- Moderate research sessions, analyze data, and present findings to stakeholders.
- Integrate secondary data into the insights process to develop a compelling narrative.
- Uncover unexpected insights that drive new experiences and inform product development.
- Present insights to senior leaders as appropriate.
- Ensure the Consumer Experience Lab operates effectively for consumers and stakeholders.
- Manage recruiting and facilities firms, as well as remote testing panels and partners.
- 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, in-depth interviews, and usability studies.
- Experience with qualitative generative research and evaluative methodologies.
- 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
