UX Research Manager
Compensation: $67,900.00 - $111,780.00 /year *
Employment Type: Full-Time
Industry: Information Technology
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Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.Position: UX Research Manager (XCS-XD)Location: Philadelphia, PA (HQ)Reports to: Senior Director, Customer Experience InsightsWho We Are:We're a world-class group of innovators committed to transforming the digital landscape, one award-winning experience at a time. Here at Xfinity Digital, we manage the digital properties for millions of Residential (xfinity.com) and Business Services (business.comcast.com) customers. It's a collaborative environment that values bold ideas and independent thinkers. Ours is an entrepreneurial, fast-growing team that creates opportunities to educate, and enlighten both new and existing customers. And whenever possible, surprise and delight our audiences, too. We strive to build long-lasting relationships using enhanced flows, smart features, and self-healing solutions to foster trust and loyalty with our entire customer base. Because outstanding customer experience is our best product, period.What We're Looking For:UX Research Manager, Experience DesignYou have an insatiable curiosity about human behavior and understand that business problems are at their root, people problems. As a UX Research Manager with the Xfinity Digital team, you help define and drive the future of xfinity.com and Comcast Business. You'll be a hands-on researcher in a lead role, ensuring our customer needs are understood, communicated, and acted upon through design changes, product updates and revised business strategies. You challenge existing thinking and can synthesize quantitative and qualitative research into actionable direction that solves real-world business problems. You will apply your passion for people and deep understanding of design to guide research processes, mentor your team, and influence the direction of other teams, collaborating with leaders from UX, Product, Design, Engineering and Analytics. You firmly believe that understanding users' needs, behaviors, and emotions will yield insights that can change not only the experiences we create but the complete service our business offers.What You'll Do:- Lead the design and execution of qualitative and mixed-methods research studies and testing (including, but not limited to, interviews, surveys, concept testing, usability studies, and card sorting).- Facilitate and observe studies in the field (customer homes, call centers, technician visits) to gain first-hand knowledge of user behaviors.- Review and provide feedback on research project plans and research deliverables.- Translate research findings into actionable recommendations and deliver them in compelling ways.- Analyze and synthesize findings with past relevant research, market research and other secondary sources to strengthen and reinforce the output of each study.- Share your deep understanding of customer needs and how to effectively incorporate them into design.- Evangelize research results and influence leadership with a persuasive, insight-driven stance on difficult user experience and business issues.- Practice and help evolve the team's research techniques and toolset to work effectively within a rapid product development cadence.- Partner closely with Sales, Marketing, and Product teams to marry data across all relevant sources to develop a complete picture of customer and business opportunities.- Manage budget, and ensure a healthy bench of external vendors for specific needs.- Support operational aspects of vendor engagement for research, including establishment of new vendor relationships and MSAs; and coordination of bids, SOWs, invoices, etc.What You'll Need:- Degree in Service Design, UX Design, Anthropology, Human-Computer Interaction, Design Research or related discipline or equivalent experience. Masters degree a plus.- Expertise with a range of user research methods used to gather qualitative and quantitative data (contextual interviews, ethnography, usability testing, card sorting, survey development, secondary research analysis, competitive analysis, etc.).- Familiarity with digital-specific research tools like userreplay, iperceptions, crazyegg a plus.- 6+ years experience planning, conducting, analyzing and communicating user research studies across exploratory, generative and evaluative user research.- Analytical problem-solving skills, outstanding writing and presentation skills; comfortable presenting to a group.- Experience with Adobe Creative Suite, Microsoft Office; experience with rendering and editing video a plus.- Ability to organize and prioritize while working on multiple, simultaneous projects of varied size and complexity.- Experience in visual communication, journey mapping, service blueprinting and interaction design a plus.- Consistent exercise of independent judgment and discretion in matters of significance.- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.- Other duties and responsibilities as assigned.Employees at all levels are expect to:- Understand our Operating Principles; make them the guidelines for how you do your job- Own the customer experience-think and act in ways that put ourcustomers first, give them seamless digital options at every touchpoint,and make them promoters of our products and services- Know your stuff-be enthusiastic learners, users and advocates of ourgame-changing technology, products and services, especially our digitaltools and experiences- Win as a team-make big things happen by working together and being open to new ideas- Be an active part of the Net Promoter System-a way of working thatbrings more employee and customer feedback into the company-by joininghuddles, making call backs and helping us elevate opportunities to dobetter for our customers- Drive results and growth- Respect and promote inclusion and diversity- Do what's right for each other, our customers, investors and ourcommunitiesWhere You'll Hang Your Hat:You'll be a key player on our overall Experience Design team which is just one part of Xfinity Digital. We reside at Comcast's corporate headquarters in the heart of Philadelphia. And yes, the cheesesteaks here are that good.Compliance Comcast is an EEO/AA/Drug Free Workplace.Disclaimer The above information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.Comcast is an EOE/Veterans/Disabled/LGBT employer
Associated topics: chief program officer, cpo, manage, manager, management, monitor, product manager, project manager, relationship manager, task
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.
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