Associate Director, UX Research and CX Insights

When you join Verizon You want more out of a career. A place to share your ideas freely — even if they're daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the #VTeamLife. What You'll be doing...The Verizon Value Organization is Verizon's portfolio of prepaid brands: Verizon Prepaid, Visible, Total Wireless, Straight Talk, Tracfone and more – serving millions of customers through multiple channels. Our mission in the Value Organization is to build a better connected world through accessible, quality wireless for all. This role is within the Value Customer Experience team, where we create and improve experiences for our customers, striving for reliable, simple, exceptional world-class journeys. The Associate Director of UX Research partners with senior leaders and cross-functional teams across Design, Content, Product, Marketing, Engineering, Strategy, Analytics, and Legal to embed user-centered intelligence into high-stakes initiatives, de-risking product roadmaps and driving business growth. Operating as both a strategic leader and a principal-level research practitioner, this role bridges leadership vision with deep methodological execution, stepping in to conduct complex end-to-end studies alongside a lean team managing a high-volume portfolio. The Associate Director leads research across digital experience and AI-enabled experiences while establishing the tools, standards, and infrastructure needed to scale research impact across the organization. Additionally, this leader serves as an influential communicator and advisor, guiding senior leadership's understanding and implementation of multi-methodological data, and operationalizing user insights for strategic decision-making.

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. Even better if you have one or more of the following: Bachelor's degree in Cultural Anthropology, Human-Computer Interaction (HCI), Psychology, Sociology, Behavioral Science, Design Research, or a related field. Master's degree or PhD in Anthropology, HCI, Psychology, Behavioral Science, Business, or a related field. Direct experience researching AI-powered products, conversational experiences, personalization, search, or other emerging technologies. Experience implementing AI-enabled research tools, scalable Research Ops programs, or responsible AI governance practices. Experience managing research vendors, technology platform budgets, procurement, and external research partnerships. Demonstrated business acumen and organizational agility to thrive in a high-velocity, fast-paced environment, rapidly connecting user insights to commercial KPIs, speed-to-market priorities, and strategic business growth. Familiarity with telecommunications, subscription services, account management, billing, payments, or other complex B2C service experiences. If Verizon and this role sound like a fit for you, we encourage you to apply even if you don't meet every "even better" qualification listed above. Where you'll be working In this hybrid role, you'll have a defined work location that includes working from home and a minimum of three days per week in the office, which will be set by your manager. Employees are responsible for maintaining compliance with hybrid work policies. Scheduled Weekly Hours40Equal Employment Opportunity Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.