Associate Director, UX Research and CX Insights

Join Verizon’s Value Customer Experience team as an Associate Director of UX Research and CX Insights. In this hybrid role based in New York, NY, you will lead and scale multi-brand, end-to-end UX research that shapes digital and AI-enabled experiences. You’ll turn customer understanding into practical recommendations that influence product roadmaps, de-risk strategic bets, and help teams move with confidence.

What you’ll do

• Own the UX research strategy and roadmaps across a multi-brand portfolio, aligning research priorities with customer needs, product strategy, and business goals.
• Oversee the active research roadmap to ensure studies are appropriately prioritized, methodologically sound, actionable, and delivered efficiently.
• Manage multiple concurrent research programs while balancing near-term product sprint demands with foundational initiatives.
• Lead end-to-end, high-quality UX research, stepping in as an expert practitioner to support a lean team managing a large portfolio.
• Drive foundational, generative, evaluative, and post-launch research across web, mobile, account management, payments, billing, search, and AI-enabled experiences.
• Lead research focused on trust, expectations, adoption, and usability for AI-powered products and conversational experiences.
• Bring strong business acumen to fast-paced product cycles, connecting research strategy with commercial objectives, operational metrics, and accelerated roadmaps.
• Translate consumer insights into clear product recommendations, roadmap priorities, experience improvements, and executive-level decisions.
• Present findings to SVP-level leaders, including executive-level explanation of research methodology to build confidence in insights.
• Advise senior leaders on customer behavior, experience strategy, research investments, and emerging opportunities.
• Coach stakeholders across functions to support interpretation and practical implementation of UX insights.
• Collaborate with Analytics, NPS, Market Research, Data Science, and A/B Testing to triangulate multi-method data into well-rounded strategies.
• Establish enterprise research standards and governance, including standardized intake tools, templates, and expert-guided practices.
• Oversee research platforms, vendors, budgets, and data privacy requirements through legal and compliance processes.
• Track and communicate research impact across product launches, experience improvements, roadmap changes, adoption, and operational efficiency metrics.
• Manage and develop contracted research talent through workload planning, coaching, methodological guidance, quality oversight, and professional development.

What you bring

• Bachelor’s degree or four or more years of work experience.
• 8+ years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.
• 8+ years in UX research, including 3+ years in a people management or research function leadership role.
• Principal-level mastery designing and executing qualitative and mixed-methods UX research end-to-end, including interviews, usability testing, diary studies, concept testing, and surveys.
• Experience building research strategies, prioritization frameworks, and roadmaps across multiple products, brands, or business areas.
• Strong executive communication and stakeholder management skills, with facilitation, synthesis, and research storytelling ability to influence senior leaders in a complex organization.

Benefits

• Medical, Dental, Vision
• Short and long term disability
• Basic life insurance, Supplemental life insurance, AD&D insurance
• Identity theft protection
• Pet insurance
• Group home & 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
• Compensation may include premium pay such as overtime, shift differential, holiday pay, allowances, etc.
• Newly hired employees receive up to 15 days of vacation per year (grows with additional service)
• Salary range varies by location and confirmed skills/experience: $114,000.00 - $219,000.00; $125,500.00 - $219,000.00 for New York listed locations

Hybrid work and schedule

This role is hybrid. You’ll have a defined work location that includes working from home and a minimum of three days per week in the office, set by your manager. Employees are responsible for maintaining compliance with Verizon’s hybrid work policies. Scheduled weekly hours: 40.