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Associate Director UX Research - Omnichannel

Atlanta, Georgia

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Shape millions of customer experiences with your expertise and creativity.

"I am a huge advocate for the user and continuously focus on the value and importance they play in my ability as a designer and leader to deliver compelling customer experiences."

Kristin Jackson — Associate Director User Experience


Connect communities with the power of technology.

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Get to know our Design team

They're taking their careers (and creativity) in exciting directions.

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How does innovation transform UX?

Get the answer to that (and more) from one of our Designers.

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Brilliant minds, big data

Meet one of the extraordinary people at AT&T Labs..

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What fun stuff can we build during lunch?

You'll just have to watch the video and see for yourself.

Job Overview

This role is located in Dallas, TX or Atlanta, GA only.  This is a hybrid role and office presence is required a minimum of 3 days per week.

A career with us, a global leader in communications and technology, comes with big rewards. As part of our team, you’ll lead transformation surrounded by trailblazing industry leaders like you. You’ll be empowered to go above and beyond – making a difference through company-sponsored initiatives or connecting and networking through one of our many employee groups. And regardless of where you’re at in your career trajectory, you’ll be rewarded by the impact that comes with making a difference in the lives of millions. With AT&T, you’ll be a part of something greater, do incredible things and be rewarded with a chance to change the world.

About AT&T:

AT&T has a 140+ year history of innovation and connecting humans. Our values guide us as we build out the next generation of 5G and Fiber networks that will impact how we live, work, and play.

About Design Technology:

Our Design Technology team is a multidisciplinary team of designers, researchers, content strategists, and design program managers working together to define and build experiences that will touch millions of customers. We solve complex problems that impact customers, employees, shareholders, partners, and our communities. If you have a passion for design at scale, we'd love to meet you. 

What you’ll do:

You’ll manage a team of UX researchers in a matrixed organization, with a focus on growing our relationships and partnerships with the centers, retail, and field teams, while also helping us manage our omnichannel labs. You’ll support researchers on the development of studies, producing key artifacts like journey maps, service blueprints, and experience strategies. You’ll work in a dynamic environment, collaborating with team members and cross-functional stakeholders to guide a project’s strategy, activities, and outcomes. 

Who you are:

As an Associate Director – UX Research (Omnichannel), you will:

  • Lead and support a team in the planning and design of discovery and evaluative research, particularly for strategic initiatives with Centers, Retail, Field, and other channel partners.
  • Collaborate with leadership to define UX research strategy and oversee the execution of user research that supports the design and development of AT&T products.
  • Manage and mentor a team of matrixed UX researchers as they operationalize and perform user research across products and channels.
  • Own, manage, facilitate, operationalize, and streamline partnerships, relationships, and recruitment with retail, centers, field, and other channel partners in support of user research efforts.
  • Direct UX researchers in the design and analysis of qualitative and quantitative studies that identify opportunities through actionable insights.
  • Work with UX, channel, product, and other stakeholders to identify and prioritize research projects.
  • Develop goals and success measures to gauge the effectiveness of our omnichannel research program, including UX, employee experience, and cross-channel measures.
  • Manage and support an omnichannel human-factors lab, including scheduling, process development, working with channel partners on research initiatives, and promoting outcomes.
  • Support the growth, development, and scale of an omnichannel research practice.


  • 5+ years experience performing UX research in a product strategy environment.
  • 2+ years experience leading and developing UX researchers.
  • 2+ years experience in leading and supporting employee experience and/or customer-support related initiatives in an embedded channel team (retail, call center, field operations, etc.)
  • Experience promoting research at scale in a large corporation.
  • Expertise in qualitative and quantitative methodologies.
  • Experience and knowledge of discovery, exploratory and evaluative research methods.
  • Proven record uncovering, synthesizing, and distributing actionable insights that informed product strategy and decisions.
  • Experience facilitating cross-functional working sessions and/or workshops with peers and stakeholders.
  • Comfortable working with agile and lean software development approaches. 
  • Highly collaborative with peers, leadership, and direct reports; and, ability to effectively engage partners to overcome barriers.
  • Excellent communication and mentoring skills.
  • Master’s or PhD in a business management and/or human behavior-related field (e.g., Human-Computer Interaction, Human Factors, Cognitive Psychology, Sociology, Anthropology, Information Science) or equivalent experience preferred.

Our Associate Director – UX Researchers earn between $155,400 sand $233,200.  Not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education/training. 

Joining our team comes with amazing perks and benefits:

  • Medical/Dental/Vision coverage
  • 401(k) plan
  • Tuition reimbursement program
  • Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
  • Paid Parental Leave
  • Paid Caregiver Leave
  • Additional sick leave beyond what state and local law require may be available but is unprotected
  • Adoption Reimbursement
  • Disability Benefits (short term and long term)
  • Life and Accidental Death Insurance
  • Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
  • Employee Assistance Programs (EAP)
  • Extensive employee wellness programs
  • Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone

 Ready to join the #LifeAtATT? Apply today! 


Job ID 2317175 Date posted 05/19/2023
Apply Now


Invested in your satisfaction and continued success.

We take care of our own here (hint: that could be you). Our benefits and rewards mean we cover some of your biggest needs with some of the coolest offerings. We already think we’re a pretty great place to work. We’re just trying to rack up some bonus points.

Let’s start with the big one: Your work gets rewarded with competitive compensation and benefits. It really does pay to be on our team.


When it comes to priorities, we know family tops the list. For the moments that matter the most, you'll be there for them, and we'll be here for you.

Family Leave

Paid Time Off

Our people have class. Literally. We can help you out on approved education costs with our tuition assistance plan.


Here’s another reason to breathe easy: You and your family get access to excellent medical, dental and vision insurance options.

Insurance Options

Wanna make your friends really jealous? You’ll get discounted access to the latest and greatest AT&T products and services — plus other awesome items, like tickets to live events.


You strike us as an over-achiever (don’t worry, it’s a compliment). Our training and development programs are your ticket to expert status in your job.

Training & Development

When the day comes that you get some much needed R&R (not that you’d ever want to leave #LifeAtATT) you’ll know your future is set with the AT&T Retirement Savings Plan (ARSP).


Give back to your community and connect with colleagues through social and team-building events, and annual paid time off for volunteer efforts of your choice.

Community & Team Events

The Hiring Process

Step 1

Complete a quick application online and check your status often.

Step 2

Virtual or in-person

Dress professionally and ensure good WiFi interviewing virtually.

Step 3

Job Offer

After a background check, you're part of the team.

Step 4

Welcome! Onboarding
and Training Begins

Our training and certification programs set you up for success.

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