User Experience Research Manager

Key Skills

Data science techniques, Human Computer Interaction- HCI, Retail

Job Description

When you join Verizon

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect across the globe. We’re a diverse network of people driven by our shared ambition to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.

What you’ll be doing

As a User Experience (UX) Research Manager, you will be a core member of the Customer Experience team, tightly partnered with Experience Designers and Managers to develop products and services for our customers. You will be accountable for developing UX Research programs for Verizon’s Retail experiences and conducting the appropriate insights work to reveal customer needs and expectations, from defining new experiences to delivering a solution that satisfies and delights our customers. Other responsibilities include:

• Uncovering experience insights on work streams.
• Leading all phases of the research process: developing the screening criteria, discussion guide, and activities for each stage of insight, moderating sessions, analyzing data, presenting findings.
• Integrating secondary data into the insights process to develop a point of view and to tell a compelling story.
• Uncovering unexpected insights that drive new experiences as well as the little ‘i’ insights that inform their development.
• Presenting these insights in a compelling way to help stakeholders understand consumer needs and how those needs impact solutions.
• Presenting insights to senior leaders as appropriate.
• Escalating on-going needs and issues to the Senior Manager of Retail Research.
• Managing recruiting and facilities firms, as well as remote testing panels and partners.
• Managing the participant experience to ensure they are comfortable, maintain confidentiality, and handle note-taking and video responsibilities amongst the core team.

What we’re looking for...

You'll need to have:

• Bachelor’s degree or four or more years of work experience.
• Six or more years of relevant work experience.
• Willingness to travel up to approximately 25% of the time.

Even better if you have one or more of the following:

• Experience defining and planning the approach and methodologies in context of project scope and timeline.
• Experience with secondary data, trends, and learnings.
• Experience crafting discussion guides and appropriate tools and exercises to reveal consumer needs and desires in close partnership with Experience Design, Management and Business Partners.
• Experience moderating and planning field studies, in-depth interviews, and usability studies in in-person and remote testing environments.
• Experience with qualitative generative research, evaluative methodologies, and usability from concept formation through launch.
• Experience working in an Agile environment.
• Examples of how you’ve driven impact through user experience insights.
• A Bachelors or Masters in Human Factors, Psychology, HCI/Computer Science, Sociology.
• Experience conducting Retail/Shopper research.
• Experience providing insights to inform digital engagement (e.g., website, apps, api’s).
• Ability to ensure the right technology and tools are in-place to provide a positive lab experience for consumer participants and viewers.
• Knowledge and experience working with data science, analytics, and market research groups on quantitative evaluations.
• Experience bringing insights to life through a narrative that clarifies the needs and desires of consumers and how those insights can be integrated into the designed experience.
• Experience working in the early stages of group formation.

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above.

Where you’ll be working

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

Scheduled Weekly Hours

40

Equal Employment Opportunity

We’re proud to be an equal opportunity employer - and celebrate our employees’ differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefits, short term incentives, 401 (k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance and tuition assistance, plus other incentives, we’ve got you covered with our award-winning total rewards package. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

If you are hired into a Colorado, Connecticut, Nevada, or New York work location, the compensation range for this position is between $130,000.00 and $241,000.00 annually based on a full-time schedule. The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part time roles, your compensation will be adjusted to reflect your hours.