Lead UX Researcher

AT&T

Lead UX Researcher at AT&T driving product and experience decisions through rigorous research. Collaborating across functions to enhance customer experiences based on insights.

Posted 5/19/2026full-timeBothell • Texas, Washington • 🇺🇸 United StatesSenior💰 $143,800 - $215,800 per yearWebsite

About the role

Key responsibilities & impact

Lead and execute qualitative and mixed-method research across the product lifecycle (discovery through validation)
Identify customer needs, jobs-to-be-done, pain points, and decision drivers
Conduct concept testing, usability evaluations, and in-market learning
Conduct exploratory research to identify opportunity areas and unmet needs
Synthesize findings into clear points of view, hypotheses, and learning agendas
Support product and experience strategy through evidence-based recommendations
Analyze and improve end-to-end customer experiences across channels, teams, and systems
Map customer journeys, service flows, and dependencies to identify friction and breakdowns
Connect customer pain points to internal processes, policies, handoffs, and enabling systems
Partner cross-functionally to identify opportunities for simplification and service improvement
Facilitate working sessions and workshops to align stakeholders and advance solutions
Translate research into clear, actionable recommendations tied to business decisions
Develop executive-ready readouts, reports, and narratives
Apply appropriate research methods with sound judgment on scope, rigor, and timing
Use AI tools responsibly to accelerate research planning, synthesis, and analysis while maintaining integrity and quality

Requirements

What you’ll need

Bachelor’s degree or equivalent experience
6+ years of experience in UX research, design research, or related field
Experience leading end-to-end research initiatives (discovery through validation)
Strong qualitative research skills (e.g., interviews, contextual inquiry, usability testing)
Ability to synthesize complex data into clear, actionable insights
Experience working cross-functionally with Product, Design, and Engineering teams
Experience with service design methods (e.g., journey mapping, service blueprints, ecosystem mapping)
Experience in complex, multi-channel environments (digital + assisted experiences)
Familiarity with operational systems, processes, and constraints
Experience incorporating quantitative data or analytics into research insights
Experience using AI tools to support research workflows and synthesis
Strong facilitation skills for cross-functional workshops and stakeholder alignment

Benefits

Comp & perks

Medical/Dental/Vision coverage
401(k) plan
Tuition reimbursement program
Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
Paid Parental Leave
Paid Caregiver Leave
Additional sick leave beyond what state and local law require may be available but is unprotected
Adoption Reimbursement
Disability Benefits (short term and long term)
Life and Accidental Death Insurance
Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
Employee Assistance Programs (EAP)
Extensive employee wellness programs
Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

qualitative researchmixed-method researchconcept testingusability evaluationscustomer journey mappingservice design methodsdata synthesisquantitative data analysisAI toolsend-to-end research initiatives

Soft Skills

stakeholder alignmentfacilitation skillscross-functional collaborationevidence-based recommendationsclear communicationproblem-solvingstrategic thinkingcritical thinkingadaptabilityjudgment

Certifications

Bachelor's degree