Director, UX Research & CX Insights

Verizon; Basking Ridge (NJ); Hybrid; USD 114,000 - 219,000; Full time

Benefits offered by this job

Health and wellness benefits

401(k) matching

Paid time off and holidays

Job summary

Verizon is seeking an Associate Director of UX Research to own strategy across a multi-brand portfolio and lead a lean, high-impact research team. You will guide executive-level decisions by delivering end-to-end qualitative and mixed-methods studies across web, mobile, and AI-enabled experiences.

You will partner with Design, Product, Engineering, Analytics, and Legal to embed user insights into strategic roadmaps and de-risk product bets in a fast-paced environment.

Qualifications

• Bachelor's degree or four or more years of work experience.
• Eight or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.
• Eight or more years of experience in UX research, including 3+ years in a people management or research function leadership role.
• Demonstrated principal-level mastery in designing and executing qualitative and mixed-methods research end-to-end (interviews, usability testing, diary studies, concept testing, surveys).
• Demonstrated experience developing research strategies, prioritization frameworks, and roadmaps across multiple products, brands, or business areas.
• Strong executive communication, stakeholder management, facilitation, synthesis, and research storytelling skills with a proven ability to influence senior leaders in a complex organization.

Responsibilities

• Own the UX research strategy and roadmaps across a multi-brand portfolio, aligning research priorities directly with customer needs, product strategy, and business goals.
• Oversee the active research roadmap, ensuring studies are appropriately prioritized, methodologically sound, actionable, and delivered efficiently.
• Manage multiple concurrent research programs while balancing immediate product sprint needs with foundational initiatives.
• Conduct end-to-end, high-quality UX research and deliver impactful, actionable reports-stepping in as an expert practitioner to support a lean team managing a large portfolio.
• Lead foundational, generative, evaluative, and post-launch research across web, mobile, account management, payments, billing, search, and AI-enabled experiences.
• Lead research examining trust, expectations, adoption, and usability related to AI-powered products and conversational experiences.
• Apply strong business acumen to navigate fast-paced product cycles, aligning research strategy with high-level commercial objectives, operational metrics, and accelerated product roadmaps.
• Translate consumer insights into clear product recommendations, roadmap priorities, experience improvements, and executive-level decisions.
• Present findings to SVP-level leaders and articulate research methodology at an executive level when necessary to instill confidence in insights and de-risk strategic product bets.
• Advise senior leaders on customer behavior, experience strategy, research investments, and emerging opportunities.
• Coach stakeholders across functions on the interpretation and practical implementation of UX insights.
• Work cross-functionally with Analytics, NPS, Market Research, Data Science, and A/B Testing teams to triangulate multi-methodological data into well-rounded, actionable strategies.
• Establish enterprise research standards, governance frameworks, standardized intake tools, templates, and expert-guided practices.
• Oversee research platforms, vendors, budgets, data-privacy requirements, and legal/compliance processes.
• Track and communicate research impact through product launches, experience improvements, roadmap changes, organizational adoption, and operational efficiency metrics.
• Manage and develop a team of contracted researchers through workload planning, coaching, methodological guidance, quality oversight, and professional development.

Skills

UX research

Executive communication

Stakeholder management

Research storytelling

Team leadership

Strategic thinking

Education

Bachelor's degree

Master's degree or PhD

Job description

Verizon is seeking an Associate Director of UX Research to own strategy across a multi-brand portfolio and lead a lean, high-impact research team. You will guide executive-level decisions by delivering end-to-end qualitative and mixed-methods studies across web, mobile, and AI-enabled experiences.

You will partner with Design, Product, Engineering, Analytics, and Legal to embed user insights into strategic roadmaps and de-risk product bets in a fast-paced environment.