Associate Director, UX Research, CX Insights

Verizon

. Own UX research strategy and roadmaps across a multi-brand portfolio .

Posted 10/13/2026full-timeUnited StatesSenior💰 $114,000 - $219,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in UX research strategy, including end-to-end qualitative and mixed-methods research, while effectively aligning insights with product and business goals. Proven ability to influence senior leadership and manage research programs across multiple brands and products.

Highest-signal resume keywords

UX Research StrategyQualitative And Mixed-Methods ResearchExecutive CommunicationPeople ManagementAI-Powered Product Research

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

End-To-End UX ResearchUsability TestingInterviewsDiary StudiesConcept TestingSurveysResearch Strategy DevelopmentPrioritization FrameworksResearch StorytellingResearch Impact Tracking

Soft Skills

Stakeholder ManagementFacilitationSynthesisCoachingInfluencing

Tools & Technologies

Research PlatformsAI-Enabled Research ToolsResearch Ops ProgramsData Privacy ComplianceProcurement Management

Certifications & Qualifications

Bachelor's DegreeMaster's DegreePhD

Industry Keywords

TelecommunicationsSubscription ServicesAccount ManagementBillingPaymentsB2C Service Experiences

About the role

Key responsibilities & impact

Own UX research strategy and roadmaps across a multi-brand portfolio
Align research priorities with customer needs, product strategy, and business goals
Oversee the active research roadmap and prioritize, validate, and efficiently deliver studies
Manage concurrent research programs while balancing product sprint needs with foundational initiatives
Conduct end-to-end UX research and deliver actionable reports
Lead foundational, generative, evaluative, and post-launch research across web, mobile, account management, payments, billing, search, and AI-enabled experiences
Research trust, expectations, adoption, and usability related to AI-powered products and conversational experiences
Align research strategy with commercial objectives, operational metrics, and product roadmaps
Translate consumer insights into product recommendations, roadmap priorities, experience improvements, and executive decisions
Present findings and research methodology to SVP-level leaders
Advise senior leaders on customer behavior, experience strategy, research investments, and emerging opportunities
Coach stakeholders on interpreting and implementing UX insights
Collaborate with Analytics, NPS, Market Research, Data Science, and A/B Testing teams to triangulate data
Establish enterprise research standards, governance frameworks, 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 launches, experience improvements, roadmap changes, adoption, and operational efficiency metrics
Manage and develop contracted researchers through workload planning, coaching, methodological guidance, quality oversight, and professional development

Requirements

What you’ll need

Bachelor's degree or four or more years of work experience
Eight or more years of relevant experience, demonstrated through work and/or military experience or specialized training
Eight or more years of experience in UX research
3+ years in a people management or research function leadership role
Principal-level mastery of qualitative and mixed-methods research end-to-end, including interviews, usability testing, diary studies, concept testing, and surveys
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
Ability to influence senior leaders in a complex organization
Bachelor's degree in Cultural Anthropology, HCI, Psychology, Sociology, Behavioral Science, Design Research, or a related field is an additional qualification
Master's degree or PhD in Anthropology, HCI, Psychology, Behavioral Science, Business, or a related field is an additional qualification
Direct experience researching AI-powered products, conversational experiences, personalization, search, or emerging technologies is an additional qualification
Experience implementing AI-enabled research tools, scalable Research Ops programs, or responsible AI governance practices is an additional qualification
Experience managing research vendors, technology platform budgets, procurement, and external research partnerships is an additional qualification
Business acumen and organizational agility in a high-velocity environment
Familiarity with telecommunications, subscription services, account management, billing, payments, or complex B2C service experiences is an additional qualification

Benefits

Comp & perks

Medical, dental, and vision insurance
Short- and long-term disability insurance
Basic and supplemental life insurance
AD&D insurance
Identity theft protection
Pet insurance
Group home and auto insurance
Matched 401(k) savings plan
Up to 8 company-paid holidays per year
Up to 6 personal days per year
Paid parental leave
Adoption assistance
Tuition assistance
Premium pay such as overtime, shift differential, holiday pay, and allowances, depending on the role
Up to 15 days of vacation per year for newly hired employees, increasing with additional service
Award-winning total rewards package