Lead UX Researcher

AT&T Services, Inc.; Dallas (TX); On-site; USD 144,000 - 216,000; Full time

Benefits offered by this job

Medical/Dental/Vision

401(k) plan

Tuition reimbursement

Paid Time Off

Parental Leave

Employee discounts

Job summary

AT&T inc. is seeking a Lead User Researcher to plan and execute mixed-methods research across the product lifecycle, partnering with design, product, and business stakeholders to translate insights into actionable decisions.

The role informs experience strategy and supports service design across complex customer journeys. Responsibilities include developing research plans, analyzing data, creating personas and journey maps, and influencing senior leadership with clear recommendations.

Qualifications

• Bachelor’s degree (BS/BA) desired and 5+ years senior UX research experience across the product lifecycle.
• Experience influencing product and design decisions through research insights.
• Strong ability to translate research into actionable design and product recommendations.

Responsibilities

• Plan and execute mixed-methods research across the product lifecycle.
• Collaborate with design, product, and business to translate research into insights.
• Develop personas, journey maps, and research artifacts to guide design decisions.
• Communicate findings to senior stakeholders and advocate for user-centered decisions.

Skills

Strategic research planning

Data analysis

Cross-functional collaboration

User personas & journey maps

Research artifacts

Mixed-methods research

Communication & influence

Design artifacts

Systems thinking

Research metrics

Education

Bachelor's degree

Job description

This is a full-time onsite role based in the location(s) posted and is performed from the designated work location five days per week. No relocation is offered. The Lead User Researcher is responsible for planning and executing mixed-methods research across the product lifecycle, combining qualitative and quantitative approaches to uncover customer needs, evaluate experiences, and inform product and design decisions. This role partners closely with design, product, and business stakeholders to translate research into actionable insights, shape experience strategy, and support service design across complex customer journeys. As a Lead User Researcher, you will be a highly valuable strategic partner in defining and creating innovative products across a variety of domains. You will lead user research programs across the entire lifecycle of a product. You also excel as a design strategist and can support end-to-end service design, playing a crucial role in informing what we build and how we design the experiences.

Other Key Roles and Responsibilities

• Strategic Research Planning and Execution: Develop and implement comprehensive research plans and methodologies to gather user insights that inform high-level design and product decisions across the organization.
• Advanced Data Analysis and Strategic Reporting: Analyze and interpret complex research data to identify patterns, trends, and actionable insights. Compile findings into strategic reports and presentations, effectively communicating insights and recommendations to senior stakeholders.
• Cross-Functional Collaboration and Influence: Collaborate closely with cross-functional teams, including designers, product managers, and developers, to integrate user research findings into the design and development process. Influence strategic decision-making through research insights and perspectives.
• Development of User Personas and Research Artifacts: Create detailed user personas and journey maps based on comprehensive research data. Produce research artifacts such as insight briefs, journey maps, affinity diagrams, and usability reports to support strategic design decisions.
• Continuous Improvement, Innovation, and Advocacy: Continuously iterate on research methods and processes to ensure they remain effective and innovative. Maintain a repository of research findings, stay current with the latest UX research methodologies, tools, and industry trends, and champion user-centered design principles and methodologies, ensuring ethical and effective research practices.

What You’ll Bring

Mixed-Methods Research: Expertise in qualitative and quantitative research, from discovery and generative research to surveys, behavioral data analysis, and usability testing. Ability to determine the right depth and scope of research and integrate multiple forms of evidence to inform product and design decisions across the product lifecycle. Communication and Influence: Strong, articulate communication skills with the ability to translate research into clear, digestible formats, socialize findings as product recommendations, and confidently advocate for what should and shouldn’t be included in product releases. Design Artifacts and Stakeholder Alignment: Ability to translate insights into design artifacts such as frameworks, journey maps, and service blueprints to drive alignment with stakeholders. Systems Thinking and Service Design: Ability to synthesize the desired service experience into a visual framework, including insights and hypotheses, to guide service efforts and create a more seamless frontline staff and customer experience. Research Strategy and Metrics: Skilled in identifying and tracking metrics and trends tied to company and product goals; aligning research needs with product and business priorities; planning and executing research; synthesizing insights; and facilitating activities that engage and align key stakeholders.

Education/Experience: Bachelor’s degree (BS/BA) desired. Senior UX research experience with demonstrated impact across the product lifecycle. 5+ years of related experience.

Our Lead UX Researcher jobs earn between $143,800.00 - $215,800.00 USD Annual. 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.

• 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

Weekly Hours: 40 Time Type: Regular Location: Dallas, Texas Salary Range: $143,800.00 - $215,800.00

Equal Opportunity Employment

AT&T and its subsidiaries are committed to equal employment opportunity. All hiring, promotion, and other employment decisions remain merit-based and free from discrimination on the basis of race, color, religion, religious creed, national origin, ancestry, age, sex, sexual orientation, gender, gender identity, gender expression, physical disability, mental disability, pregnancy, medical condition, genetic information, marital status, citizenship status, military status, veteran status, or any other characteristic protected by federal, state, or local laws. In addition, AT&T will provide reasonable accommodations to qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made.

We are pioneers of making connections and have been ever since Alexander Graham Bell invented the telephone and founded our company. That was nearly 150 years ago, and we haven’t stopped innovating since. At our core, we help bring families, communities, and businesses together with the products and services they need to thrive every day. From the widespread and growing availability of 5G and Fiber to working on things we once only dreamed of—at AT&T, we create connections that change the world.