Cslt UX Research - Customer Care Rep XP (IN)

Job Description

When you join Verizon

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect around the world. We’re a human network that reaches across the globe and works behind the scenes. We anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together—lifting up our communities and striving to make an impact to move the world forward. If you’re fueled by purpose, and powered by persistence, explore a career with us. Here, you’ll discover the rigor it takes to make a difference and the fulfillment that comes with living the #NetworkLife.

What you’ll be doing...

As a User Experience (UX) Researcher, you will be a core member of the experience team, tightly partnered with Experience Designers and Managers to focus on Verizon’s customer care representative experiences. You will collaborate with other UX Researchers to conduct the appropriate insights work to reveal consumer needs and expectations from defining new experiences to delivering a solution that satisfies and delights our reps. Other responsibilities include:

• Executing insight activities (e.g., front-end experience creation, design refinement in-person and remotely, A/B testing).

• Developing the screening criteria, discussion guide, and activities for each stage of insight.

• Moderating sessions.

• Formulating insights and story-telling.

• Uncovering unexpected insights that drive new experiences as well as the little ‘i’ insights that inform their development.

• Presenting these insights in a compelling way to help stakeholders understand consumer needs and how those needs impact solutions.

• Escalating on-going needs and issues to the UXR Senior Manager of Account & Support XP.

• Managing recruiting and facilities firms, as well as remote testing panels and partners.

• Managing the participant experience to ensure they are comfortable, maintain confidentiality, and handle note-taking and video responsibilities amongst the core team.

What we’re looking for...

You'll need to have:

• Bachelors degree or four or more years of related work experience.

• Four or more years of relevant work experience.

• Experience with user research methods (usability testing, user interviews, remote studies, etc.).

• Experience defining and planning the approach and methodologies in context of project scope and timeline.

• Experience managing the recruitment process with vendors and managing the day-to-day quality of the lab.

• Experience with secondary data, trends, and learnings.

• Experience moderating and planning ethnographies, one-on-one’s, panels and remote testing environments.

• Experience creating discussion guides.

• Experience with qualitative generative research, evaluative methodologies, and usability from concept formation through launch.

• Experience working in an Agile environment.

Even better if you have:

• A Bachelors or Masters in Human Factors, Psychology, HCI/Computer Science, Sociology, or a related field.

• Detail-oriented approach and the ability to work fairly independently on a variety of well defined tasks.

• Strong oral and written communication skills.

• Experience providing insights to inform digital engagement (e.g., website, apps, api’s).

• Ability to ensure the right technology and tools are in-place to provide a positive lab experience for consumer participants and viewers.

• Experience bringing insights to life through a narrative that clarifies the needs and desires of consumers and how those insights can be integrated into the designed experience.

• Experience crafting discussion guides and appropriate tools and exercises to reveal consumer needs and desires in close partnership with Experience Design, Management and Business Partners.

• Partner, vendor, and resource management experience.

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 work from home and assigned office days set by your manager.

Scheduled Weekly Hours

40

Diversity and Inclusion

We’re proud to be an equal opportunity employer. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.