UX Research Manager

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 the UX Research program for Verizon’s B2B 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.
• Ensuring the Consumer Experience Lab and technology is operating well for consumers and stakeholders.
• Escalating on-going needs and issues to the Senior Manager of CXI.
• 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.

Where you'll be working…

This is a work-from-home role performed almost exclusively from your home office with occasional in-person meetings and training.

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.
• 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.

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

• A Bachelors or Masters in Human Factors, Psychology, HCI/Computer Science, Sociology, or a related field.
• Experience conducting B2B or business-facing 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.
• Experience as a people manager.

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.

COVID-19 Vaccination Requirement

NYC candidates: Verizon requires new hires to be fully vaccinated against COVID-19 for onsite and hybrid NYC roles. Verizon provides reasonable accommodations consistent with legal requirements (e.g., for medical or religious reasons). Additional information will be provided during the hiring process.