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Today

Associate Director, UX Research and CX Insights

Verizon New York, NY

New York, NY

Today

$114k - $219k/yr Full time Manager Customer Experience Customer Experience Research

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Job Description

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.

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1mo ago

Product Manager - Customer Sentiment

Ford Motor Company Dearborn, MI

Dearborn, MI

1mo ago Closed

$80k - $140k/yr Full time Customer Experience Customer Insights Mobile App Product

This position is no longer accepting applications (closed Sep 24, 2026).

Job Description

The Product Manager - Customer Sentiment will lead global Voice of the Customer efforts for Ford and Lincoln retail mobile applications, using feedback, sentiment signals, and beta learnings to shape product strategy and roadmap actions. The role emphasizes closing the loop from intake through release and implementation, with cross-team coordination.

Responsibilities

Own a unified feedback intake system spanning App Stores, social channels, and NPS, and produce holistic insight reports for triads and leadership to support strategic alignment.
Serve as a liaison to the Platform and Growth team, adding qualitative context to quantitative metrics so app health is understood from multiple angles.
Perform ongoing competitive analysis and track iOS and Android mobile OS updates to maintain a best-in-class customer experience and anticipate evolving expectations.
Manage the end-to-end beta user experience, including app store review replies to troubleshoot issues and sustain community engagement.
Support the end-to-end app store submission workflow and reframe technical release notes into customer-centric language that clarifies value.
Implement processes that communicate product improvements back to Product, Engineering, and Design.
Connect with users and monitor real-time sentiment during phased rollouts to inform “Go/No-Go” decisions.
Convert raw sentiment data into prioritized pain points, help ensure backlog items transition into successful implementation with triads, and follow through on outcomes.
Run end-to-end UAT from the customer perspective, covering both new feature testing and ongoing release validation.
Identify and prioritize critical issues from feedback, partnering with engineering to drive urgent fixes and minimize disruption for users.

Requirements

Ability to define and communicate a clear customer advocacy strategy aligned with Ford’s global mobile goals.
Strong organizational skills, with a focus on reducing waste in the feedback-to-fix pipeline.
“Solve together” mindset, including the ability to inspire and guide diverse teams toward shared customer satisfaction outcomes.
Analytical mindset to determine root causes and implement solutions intended to last.
Ability to appreciate diverse user perspectives and their influence on mobile app and digital product strategy across regions.
Capability to work in a fast-paced environment and adapt to changing market conditions or app store requirements.
Strong relationship-building across Product, Engineering, Design, and regional leads.
Personal standard for representing the user and a priority on work that delivers the most value to customers and to Ford.
Commitment to understanding the “why” behind customer frustration and working toward the whole outcome rather than only local scope.
Bachelor’s degree in Business Administration, Marketing, Computer Science, Engineering, or a related field.
[5-8+] years of experience in product management, customer insights, or mobile operations within the technology industry.
Strong understanding of mobile digital ecosystems (iOS/Android), App Store Connect, and Google Play Console.
Proven ability to translate complex customer sentiment data into clear, actionable strategies for diverse audiences.
Demonstrated ability to lead cross-functional teams (UX, Engineering, Legal) and influence stakeholders without direct authority.

Technologies

iOS
Android
App Store Connect
Google Play Console

Benefits

Immediate medical, dental, vision, and prescription drug coverage.
Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care, and more.
Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more.
Vehicle discount program for employees and family members, including management leases.
Tuition assistance.
Established and active employee resource groups.
Paid time off for individual and team community service.
Generous schedule of paid holidays, including the week between Christmas and New Year’s Day.
Paid time off and the option to purchase additional vacation time.

Even Better If You Have

Experience in the automotive, connected services, or IoT industries.
Familiarity with localization best practices and how cultural nuances impact sentiment.
Proficiency in sentiment platforms and experience with project management methodologies.

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Voice Of Customer Insights Product Jobs

Associate Director, UX Research and CX Insights

Product Manager - Customer Sentiment

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