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Senior Lead UX Reseacher

El Segundo, California

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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


Don't just imagine the future. Create it.

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About the Company

At AT&T, we’re connecting the world through the latest tech, top-of-the-line communications and the best in entertainment. Our groundbreaking digital solutions provide intuitive and integrated experiences for millions of customers across online, retail and care channels. Join our mission to deliver compelling communication and entertainment experiences to customers around the world as we continue to evolve as a technology-powered, human-centered organization. As part of our team, you’ll transform the way we deliver a seamless customer experience with digital at the center of all you do. In our world, digital is much larger than just an eCommerce channel, we are transforming all channels to digitally perform as one team to create a better customer experience. As we move through 2021, the digital transformation will revolutionize the digital space and you can build a career that will propel your future.

About the Team

The Customer Experience team is transformational and guides the creation of AT&T’s future digital customer experience. As a UX researcher, you will work closely with a talented research team to inform the direction of the creative process and evaluate experiences to ensure alignment with the customer’s needs.  Our research process is grounded in understanding the customer’s journey and how changes could impact customer sentiment and behavior.  Candidates should be well versed in research methods such as customer interviews (moderated and unmoderated), Journey mapping, analysis of competitive landscape, ethnography, and small sample surveys.  As change agents, we value team members who are collaborative, thought leaders with curiosity, energy, and initiative to break through barriers and find opportunities.

About the Job

Overall Purpose: A Lead UX Researcher is a data storyteller who can use both qual/quant data and place them in the context of the customer journey to demonstrate where the opportunities for improvement are.  They will bring a diverse skill set that allows them to be a thought leader within the research team.  While a portion of your time will be dedicated to assigned research, this role will also be responsible for shaping the future identity and brand of the team. Much of your time will be spent working across the research team’s efforts to build a consistent team identity and set of deliverables.  Although customer data is central to this role, the data story will be built from a variety of sources and will be deeply anchored in the trends from the competitive marketplace that are setting the customer’s expectations.  Your ability to convert the data into actionable insights and communicate to the team in a timely manner is essential.

Responsibilities and Day-to-Day View

As a Lead UX Researcher, you will:

- Use your talents to research a diverse set of digital experiences from different phases of the AT&T customer lifecycle.

- Conduct user research and use data to advocate for customers, ensuring that their needs are properly understood and seriously considered by team members and business clients.

- Look across quant and qual data to map out customer journeys that showcase friction points and opportunities.

- Be a thought leader on the research team and potentially mentor and manage team members

- Collaborate with fellow researchers, designers, content writers, strategists to generate and refine customer experiences.

- Work on several projects simultaneously while meeting tight deadlines.

- Demonstrate an understanding of business objectives and how to balance them with design and user needs.


•    Masters degree in a human behavior-related field (e.g., Human-Computer Interaction, Human Factors, Anthropology, Industrial Design, psychology, Market research, technical communication) or equivalent experience.

•    2 years or more of experience collecting qualitative research and applying the data.

•    Knowledge and experience with applied qualitative research methods including generative, formative, and evaluative methods. Example methods include usability testing, ethnographic research, surveys, competitive analysis, and creation of a point of view document.

•    Knowledge or expertise in one or more of the following is a plus: online research tools, design thinking methods, and quantitative research methods.

•    Communication Skills: You have excellent communication, project management, and organizational skills. You’re able to tell compelling stories about your work to partners and team members.

•    Empathetic + Fun: You’re well-versed in user-centered methodologies and design thinking. You design for consumer needs first and you enjoy doing it with a team.

AT&T is leading the way to the future – for customers, businesses and the industry. We're developing new technologies to make it easier for our customers to stay connected to their world. Together, we’ve built a premier integrated communications and entertainment company and an amazing place to work and grow. Team up with industry innovators every time you walk into work, creating the world you always imagined. Ready to #transformdigital with us? Apply now!

Job ID 2173946-3 Date posted 12/07/2021
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