Director, User Research

Build and manage a high-performing UX research team, including mentoring researchers and scaling capabilities to meet product needs.
Collaborate with product and design leadership to shape strategic planning, prioritization, and roadmap validation through research insights.

2. Research Planning & Execution
Partner closely with Product Management to identify and prioritize key research questions across the product lifecycle-from discovery to post-launch optimization.
Design and execute a wide range of qualitative and quantitative studies, including usability testing, ethnographic research, journey mapping, A/B testing interpretation, and diary studies.
Conduct deep investigations into user navigation behavior, digital decision-making, and interaction with specific UI components.
Analyze behavioral data to uncover patterns in user actions, friction points, and success pathways across desktop, mobile, and app experiences.
Develop frameworks to evaluate the effectiveness and usability of reusable design components and patterns.

3. Insight Synthesis & Communication
Translate complex user behavior into clear, actionable insights that inform product and design decisions.
Deliver compelling narratives and artifacts (e.g., personas, journey maps, decision models) that influence direction and prioritization.
Present findings to executive stakeholders, advocating for user needs in cross-functional decision-making forums.
Maintain a centralized repository of insights and drive adoption of research knowledge across teams.

4. Operational Excellence
Establish scalable research operations, tools, and templates to support rapid iteration and cross-team collaboration.
Promote consistency in research practices and rigor across all product lines.
Ensure ethical and inclusive research practices that account for diverse user needs and accessibility standards.

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

• Ability to read, write, speak and understand English
• Demonstrated set of research skills and first-hand experience with a range of qualitative and quantitative techniques, including (but not limited to): surveys, 1:1 interviews, focus groups, customer observation and other ethnographic research, concept testing, conjoint or discrete choice-based methods, experimental design
• Ability to draw insights from data and communicate them in a compelling way to a "lay" audience
• Proven capability at managing large-scale research tracking programs including the development of reporting/dashboards, insights and recommendations
• Effective communication skills, including presentation skills and experience communicating with all levels of an organization - up to C-suite/Executive level
• Demonstrated in-depth understanding and appreciation of current and emerging technology components of insights gathering and analysis
• Proactive; has a sense of curiosity and urgency
• Self-motivator, independent, cooperative, flexible, creative
• Ability to analyze and resolve complex issues, both logical and interpersonal
• Ability to negotiate and defuse conflict
• Ability to positively influence and persuade
• Ability to independently or with limited direction
• Effective communication skills: listening, verbal and written
• Demonstrated business planning and forecasting skills
• Ability to analyze data and develop and present data driven reports
• Ability to document, prepare and present executive level presentations
• Ability to effectively manage large and complex projects

Required Education

BA or BS college degree or related work experience,

Required Related Work Experience and Number of Years

Leadership experience - 5+

Data analysis, customer research and/or business intelligence experience - 7+

Customer insights experience, including supplier or agency-side experience - 5+

PREFERRED QUALIFICATIONS

Preferred Skills/Abilities and Knowledge

Knowledge of enterprise telecommunications services or industry experience

Preferred Education

Master's degree or MBA preferred

Preferred Related Work Experience and Number of Years

Previous experience in business-to-business environment

WORKING CONDITIONS

Office environment

Some travel required

MPD714 2025-51269 2025

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