Lead UX Researcher
About The Position
At AT&T, we empower leaders to drive change in a fast-evolving, connected world. Your strategic vision will help serve customers and transform lives through innovative solutions and impactful connections. AT&T Business is seeking a Lead UX Researcher to drive product and experience decisions through rigorous, pragmatic research grounded in real customer needs. This role spans upstream discovery and opportunity shaping and downstream validation and in-market learning, helping teams reduce risk and deliver experiences that work in real-world conditions. We’re looking for a strong research generalist—some candidates will lean deeper into UX research craft, others into end-to-end mapping and service design methods. The right candidate can flex based on the business problem, connecting customer insights to both experience quality and operational reality. This is a hands-on individual contributor role with significant cross-functional influence across Product, Design, Engineering, Analytics, and Operations.
Requirements
- Bachelor’s degree or equivalent experience
- 5+ years of experience in UX research, design research, or related field
- Experience leading end-to-end research initiatives (discovery through validation)
- Strong qualitative research skills (e.g., interviews, contextual inquiry, usability testing)
- Ability to synthesize complex data into clear, actionable insights
- Experience working cross-functionally with Product, Design, and Engineering teams
Nice To Haves
- Experience with service design methods (e.g., journey mapping, service blueprints, ecosystem mapping)
- Experience in complex, multi-channel environments (digital + assisted experiences)
- Familiarity with operational systems, processes, and constraints
- Experience incorporating quantitative data or analytics into research insights
- Experience using AI tools to support research workflows and synthesis
- Strong facilitation skills for cross-functional workshops and stakeholder alignment
Responsibilities
- Lead and execute qualitative and mixed-method research across the product lifecycle (discovery through validation)
- Identify customer needs, jobs-to-be-done, pain points, and decision drivers
- Conduct concept testing, usability evaluations, and in-market learning
- Conduct exploratory research to identify opportunity areas and unmet needs
- Synthesize findings into clear points of view, hypotheses, and learning agendas
- Support product and experience strategy through evidence-based recommendations
- Analyze and improve end-to-end customer experiences across channels, teams, and systems
- Map customer journeys, service flows, and dependencies to identify friction and breakdowns
- Connect customer pain points to internal processes, policies, handoffs, and enabling systems
- Partner cross-functionally to identify opportunities for simplification and service improvement
- Facilitate working sessions and workshops to align stakeholders and advance solutions
- Translate research into clear, actionable recommendations tied to business decisions
- Develop executive-ready readouts, reports, and narratives
- Ensure insights drive measurable improvements in product performance and customer experience
- Apply appropriate research methods with sound judgment on scope, rigor, and timing
- Use AI tools responsibly to accelerate research planning, synthesis, and analysis while maintaining integrity and quality
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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
