Specialist 2, User Exp-Design Researcher

📍 Job Overview

Job Title: Specialist 2, User Experience - Design Researcher Company: Comcast Location: Philadelphia, PA (Multiple locations available: Trevose, PA; Houston, TX; St. Paul, MN; West Palm Beach, FL) Job Type: Full-Time Category: User Experience Research / Design Research Date Posted: December 22, 2025 Experience Level: 2-5 Years Remote Status: On-site

🚀 Role Summary

• This role is pivotal in transforming customer experiences for Comcast's frontline workforce by conducting in-depth user research and ensuring accessible design solutions.
• You will be a key contributor to the Frontline Tools, Technology, and Quality team, driving innovation in product user interface designs that impact millions of customers and frontline employees daily.
• The position requires a strong blend of qualitative user research methodologies, a deep understanding of usability and accessibility standards, and the ability to translate research findings into actionable product strategies.
• As an ambassador of accessibility, you will collaborate across product, design, and technology teams to champion inclusive design principles and maintain educational resources for the design team.

📝 Enhancement Note: While the title is "Specialist 2, User Exp-Design Researcher," the description clearly indicates a focus on research within the User Experience domain, specifically for internal-facing tools used by frontline employees and technicians. The emphasis on accessibility and translating research into product strategy positions this as a critical role for operational efficiency and customer satisfaction. The "Specialist 2" level suggests a role requiring demonstrated proficiency and independent contribution, but likely not yet a senior or lead capacity.

📈 Primary Responsibilities

• Lead and execute qualitative user research initiatives across various product areas, focusing on understanding the needs and pain points of frontline workers and customers.
• Conduct comprehensive usability testing and accessibility audits to ensure products meet or exceed industry standards and inclusivity requirements.
• Develop and articulate user personas, journey maps, and empathy maps to foster a deep understanding of user needs and inform product strategy.
• Collaborate closely with Product Managers, UX/UI Designers, and Engineering teams throughout the entire product development lifecycle, from discovery to delivery.
• Translate complex research findings into clear, actionable insights and strategic recommendations for product improvements and new feature development.
• Act as a subject matter expert (SME) for accessibility, providing guidance and ensuring adherence to WCAG and other relevant standards in design and development.
• Facilitate design thinking workshops, brainstorming sessions, and user feedback exercises to drive ideation and iterative design improvements.
• Analyze competitor products and market trends to identify opportunities for differentiation and innovation in user interface design.
• Contribute to the development and maintenance of internal documentation, best practices, and educational guides related to user research and accessibility.
• Regularly report on research findings, project progress, and impact to stakeholders, including leadership.

📝 Enhancement Note: The responsibilities emphasize a proactive and strategic approach to user research, extending beyond mere data collection to actively shaping product strategy and championing accessibility. The mention of "frontline workforce" and "customer experience" highlights the operational impact of this role, aiming to improve internal tools for greater efficiency and customer satisfaction.

🎓 Skills & Qualifications

Education:

• Bachelor's Degree preferred. Equivalent combination of relevant coursework and extensive professional experience will also be considered.

Experience:

• 2-5 years of progressive experience in User Experience (UX) Research, Design Research, or a closely related field.

Required Skills:

• Qualitative User Research: Proven ability to design, conduct, and analyze qualitative research studies (e.g., interviews, contextual inquiries, usability testing, diary studies).
• User Experience (UX) Research: Strong understanding of UX principles and best practices, with a focus on translating user needs into product requirements.
• Design Thinking & Empathy: Demonstrated ability to apply design thinking methodologies and foster empathy for users throughout the product development process.
• Accessibility Standards: Solid knowledge of accessibility guidelines (e.g., WCAG 2.1 AA) and experience conducting accessibility testing.
• Collaboration & Communication: Excellent verbal and written communication skills, with a proven ability to collaborate effectively with cross-functional teams (Product, Design, Engineering, Stakeholders).
• Research Synthesis & Strategy: Ability to synthesize research findings into actionable insights and contribute to product strategy development.

Preferred Skills:

• Experience researching and designing for internal-facing tools, enterprise applications, or frontline worker technology.
• Familiarity with quantitative research methods and data analysis.
• Experience with user journey mapping, persona development, and service blueprinting.
• Knowledge of current trends and best practices in UX design and research.
• Experience working in an Agile/Scrum development environment.
• Familiarity with accessibility testing tools and assistive technologies.

📝 Enhancement Note: The "2-5 Years" experience level, coupled with "Specialist 2" title, indicates a need for candidates who have moved beyond entry-level tasks and can independently manage research projects, contribute strategically, and mentor junior team members if applicable. The emphasis on accessibility is a crucial differentiator for this role.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies: Showcase 2-3 detailed case studies demonstrating your end-to-end UX research process, from problem definition and research planning to execution, analysis, and impact.
• Process Documentation: Clearly articulate the research methodologies employed, the rationale behind your choices, and how your research directly informed design decisions and product strategy.
• Impact & Outcomes: Quantify the impact of your research where possible, highlighting improvements in usability, accessibility, user satisfaction, or operational efficiency.
• Accessibility Focus: Include examples of research or testing specifically related to accessibility, demonstrating your understanding and application of inclusive design principles.
• Deliverables: Present a variety of research deliverables such as user personas, journey maps, usability reports, and strategic recommendations.

Process Documentation:

• Research Plans: Provide examples of well-structured research plans outlining objectives, target participants, methodologies, and timelines.
• Synthesis & Insights: Demonstrate how you synthesize raw research data into meaningful insights and actionable recommendations.
• Collaboration Artifacts: Include examples of how you collaborated with design and product teams, such as workshop outputs or feedback integration summaries.

📝 Enhancement Note: For a UX Researcher role, a robust portfolio is paramount. The emphasis on demonstrating the process and its impact is key. Candidates should highlight how their research drove tangible improvements, especially concerning accessibility and the efficiency of frontline tools. The "Specialist 2" level implies a need for a portfolio that shows independent project ownership and strategic contribution.

💵 Compensation & Benefits

Salary Range:

• Philadelphia, PA & Trevose, PA: $79,135.20 - $130,573.08 annually
• Trevose, PA: (Included in above PA range)
• Houston, TX: The provided range is for CO, IL, MD, and MN. For TX, salary would be benchmarked locally. Based on industry standards for a Specialist 2 UX Researcher with 2-5 years of experience in a major metropolitan area like Houston, the range might fall between $75,000 - $125,000 annually.
• St. Paul, MN: $79,135.20 - $130,573.08 annually
• West Palm Beach, FL: The provided range is for CO, IL, MD, and MN. For FL, salary would be benchmarked locally. For a role in West Palm Beach, the range might be similar to other mid to large markets, potentially between $75,000 - $125,000 annually.

Benefits:

• Comprehensive Health Insurance (Medical, Dental, Vision)
• Stock Options
• 401(k) Retirement Plan with Company Match
• Paid Time Off (Vacation, Sick Leave, Holidays)
• Parental Leave
• Employee Assistance Program (EAP)
• Discounts on Comcast Products and Services
• Opportunities for Professional Development and Training

Working Hours:

• Standard 40 hours per week.
• Variable schedule options, including potential for nights, weekends, and overtime as necessary to meet project deadlines and research needs.

📝 Enhancement Note: The provided salary range is specific to certain states. For other locations like Houston, TX, and West Palm Beach, FL, local market rates would apply. A professional UX Researcher with 2-5 years of experience in a major tech hub like Houston or a growing market like South Florida would typically command a competitive salary within a similar band, adjusted for local cost of living and market demand. The benefits package is robust and typical for a large corporation like Comcast.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology, Media, Telecommunications Company Size: Large Enterprise (Fortune 50 leader) Founded: 1963

Team Structure:

• This role is part of the "Frontline Tools, Technology, and Quality" team, which is dedicated to transforming customer experiences through innovative approaches and operational efficiency.
• The team likely comprises Product Managers, UX/UI Designers, Researchers, Quality Assurance specialists, and Technology leads.
• Collaboration is highly valued, with frequent interaction expected across product development teams and with various stakeholders.
• The team operates within a larger organizational structure focused on innovation and customer-centricity.

Methodology:

• User-Centric Design: A strong emphasis on understanding and prioritizing user needs, particularly those of frontline employees and customers.
• Data-Driven Decisions: Research findings and performance metrics are used to inform product strategy and design iterations.
• Agile Development: Likely operates within an Agile framework, enabling iterative development and continuous improvement.
• Innovation & Transformation: The team is focused on driving significant change and improving existing processes and tools.

Company Website: https://www.comcast.com/

📝 Enhancement Note: Comcast's culture emphasizes innovation, teamwork, and a strong customer focus. For an operations-adjacent role like this, understanding how the "Frontline Tools, Technology, and Quality" team contributes to the broader company mission of revolutionizing media and technology is key. The size of Comcast means a structured environment with clear processes, but also opportunities for impact due to the scale of its operations.

📈 Career & Growth Analysis

Operations Career Level: Specialist 2

• This level signifies a professional with a solid foundation in UX research and a proven track record of independent contribution.
• Responsibilities extend beyond task execution to include strategic input, project leadership, and subject matter expertise, particularly in accessibility.
• The role is crucial for driving empathy and informing product strategy for critical frontline tools.

Reporting Structure:

• The role reports into a manager within the Frontline Tools, Technology, and Quality team.
• Close collaboration is expected with Product Managers, UX Designers, and potentially engineering leads.
• Regular interaction with various stakeholders across different business units will be necessary to gather requirements and present findings.

Operations Impact:

• This role directly impacts operational efficiency by improving the tools and interfaces used by Comcast's vast frontline workforce (agents, technicians).
• Enhanced user experience for these tools can lead to reduced training times, increased productivity, fewer errors, and improved customer satisfaction.
• By championing accessibility, the role ensures that all employees, regardless of ability, can effectively use the tools necessary for their jobs, promoting inclusivity and compliance.
• Insights generated contribute to the strategic direction of product development, ensuring alignment with business goals and customer needs.

Growth Opportunities:

• Senior UX Researcher: Progression to a Senior Specialist or Senior Researcher role, involving more complex projects, mentorship of junior researchers, and greater strategic influence.
• Specialization: Deepen expertise in accessibility research, cognitive psychology, or specific research methodologies.
• Product Strategy: Transition into a product strategy or product management role, leveraging research insights to define product roadmaps.
• Leadership: Potential to move into team lead or management positions within the UX research or product development functions.
• Cross-Functional Roles: Opportunities to move into related fields such as Service Design, Product Design, or even operational strategy roles.

📝 Enhancement Note: The "Specialist 2" title suggests a path towards greater autonomy and strategic input. Growth opportunities are likely tied to demonstrating leadership in research execution, strategic thinking, and expertise in critical areas like accessibility within Comcast's operational framework.

🌐 Work Environment

Office Type: Primarily On-site, with potential for hybrid arrangements depending on specific team policies and location. Office Location(s):

• Primary: Philadelphia, PA (1701 John F Kennedy Blvd)
• Other available locations: Trevose, PA (3800 Horizon Blvd Ste 300); Houston, TX (8590 West Tidwell); St. Paul, MN (10 River Park Plaza); West Palm Beach, FL (1100 Northpoint Parkway).

Workspace Context:

• Collaborative Atmosphere: Expect a dynamic environment with frequent cross-functional collaboration, team meetings, and design workshops.
• Technology-Rich: Access to industry-standard UX research tools, design software, and testing equipment.
• Employee-Centric: Comcast emphasizes a supportive work environment with a focus on employee well-being and development, as evidenced by their comprehensive benefits.
• Innovation Hub: Being part of a large, forward-thinking organization means exposure to cutting-edge technology and innovative projects.

Work Schedule:

• Standard 40-hour work week is typical.
• Flexibility may be offered, but the role requires adaptability for research activities, which might include evenings or weekends to capture user behavior in real-world scenarios or meet project deadlines. Punctual and consistent attendance is expected.

📝 Enhancement Note: The on-site requirement is significant for this role, emphasizing the need for in-person collaboration and access to specific office resources. The availability across multiple locations offers flexibility for candidates. The environment is likely structured and professional, aligning with a large enterprise.

📄 Application & Portfolio Review Process

Interview Process:

1. Initial Screening: Recruiter or HR call to assess basic qualifications, experience, and cultural fit.
2. Hiring Manager Interview: In-depth discussion with the hiring manager focusing on your experience, research methodologies, problem-solving skills, and understanding of UX research principles.
3. Portfolio Review & Presentation: A critical step where you will present 1-2 detailed case studies from your portfolio to a panel of UX researchers, designers, and/or product managers. This will involve discussing your process, insights, and impact.
4. Skills Assessment/Practical Exercise: Potentially a take-home assignment or a live exercise simulating a research challenge, requiring you to outline a research plan or analyze a given scenario.
5. Team/Stakeholder Interviews: Meetings with potential team members and key stakeholders to evaluate collaboration style and alignment with team dynamics.
6. Final Interview: Possibly with a senior leader to discuss overall fit, strategic thinking, and long-term potential.

Portfolio Review Tips:

• Tell a Story: Structure your case studies as narratives, clearly outlining the problem, your approach, the challenges faced, your solutions, and the measurable outcomes.
• Focus on Impact: Quantify your impact whenever possible. How did your research improve the user experience, increase efficiency, or drive business value? For this role, highlight improvements related to ease of use and accessibility for frontline workers.
• Showcase Your Process: Clearly articulate why you chose specific research methods and how your findings directly influenced design decisions and product strategy.
• Highlight Accessibility: Dedicate specific attention to any research or testing related to accessibility. Explain your approach, the standards you followed, and the positive impact on inclusivity.
• Be Prepared for Questions: Anticipate questions about your decision-making process, how you handle conflicting feedback, and your approach to challenging research scenarios.

Challenge Preparation:

• Research Planning: Be ready to outline a research plan for a hypothetical scenario related to frontline tools or customer experience. Consider target users, research questions, methodologies, and success metrics.
• Problem-Solving: Prepare to discuss how you would approach a complex usability or accessibility issue identified in a product.
• Stakeholder Management: Think about how you would communicate research findings and advocate for user needs to diverse stakeholders with varying priorities.

📝 Enhancement Note: The portfolio review is a cornerstone of the UX Researcher interview process. Candidates must be prepared to articulate their thought process and demonstrate tangible results, especially concerning accessibility and operational impact for frontline users. The "Specialist 2" level expects a sophisticated and well-documented portfolio.

🛠 Tools & Technology Stack

Primary Tools:

• User Research Platforms: UserTesting.com, Lookback, Maze, Optimal Workshop, etc.
• Survey Tools: Qualtrics, SurveyMonkey, Google Forms.
• Prototyping & Wireframing (for review): Figma, Sketch, Adobe XD (understanding these is beneficial for collaboration).
• Collaboration Tools: Jira, Confluence, Microsoft Teams, Slack.

Analytics & Reporting:

• Data Visualization: Tableau, Power BI (familiarity is a plus for understanding broader product performance).
• Web Analytics: Google Analytics (understanding how user behavior is tracked).

CRM & Automation:

• While not directly using CRM/automation tools for research, understanding how frontline tools integrate with CRM systems (like Salesforce) or leverage automation for workflows can provide valuable context for user needs.

📝 Enhancement Note: Proficiency in a range of qualitative research tools is essential. While direct use of design or analytics tools might not be the primary focus, understanding their outputs and how research integrates with them is crucial for effective collaboration and demonstrating the impact of research. Familiarity with tools used for enterprise applications and internal tools is a plus.

👥 Team Culture & Values

Operations Values:

• Customer First: A deep commitment to understanding and serving the needs of both external customers and internal frontline employees.
• Innovation: Driving transformative solutions and embracing new technologies and approaches to enhance user experiences and operational efficiency.
• Collaboration: Working effectively across teams, fostering open communication, and valuing diverse perspectives to achieve shared goals.
• Integrity: Maintaining high ethical standards in research practices and decision-making, ensuring data privacy and user trust.
• Excellence: Striving for high quality in research execution, analysis, and strategic recommendations, with a focus on measurable impact.

Collaboration Style:

• Cross-Functional Integration: Actively partnering with product management, design, engineering, and business stakeholders to ensure research is aligned with business objectives and integrated into the product lifecycle.
• Open Communication: Encouraging transparent dialogue, sharing insights readily, and being receptive to feedback from all levels.
• Design Thinking Workshops: Facilitating collaborative sessions that bring diverse teams together to solve complex problems and generate innovative solutions.
• Data-Driven Advocacy: Using research findings as objective evidence to advocate for user needs and best practices in design and development.

📝 Enhancement Note: The company's stated operating principles (e.g., "Own the customer experience," "Win as a team," "Know your stuff") directly inform the team's culture. For this role, demonstrating how research contributes to these principles, particularly in improving the frontline experience and fostering teamwork, will be key.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Research Needs with Development Timelines: Effectively managing research projects within fast-paced product development cycles, ensuring timely insights without hindering progress.
• Driving Accessibility Adoption: Championing accessibility best practices and ensuring consistent implementation across a wide range of products and teams, potentially facing resistance or competing priorities.
• Researching Diverse Frontline Roles: Understanding the unique needs, contexts, and technical proficiencies of various frontline employee groups (e.g., call center agents, field technicians).
• Measuring Research Impact: Quantifying the ROI of UX research, particularly for internal tools, to demonstrate its value to the business.
• Navigating a Large Organization: Effectively communicating and influencing across multiple departments and stakeholder groups within a large enterprise.

Learning & Development Opportunities:

• Advanced Research Methodologies: Opportunities to refine skills in specialized research techniques or explore new methods.
• Accessibility Certifications: Pursuing professional certifications in accessibility (e.g., CPACC, WAS) to deepen expertise.
• Product Strategy Development: Gaining exposure to product roadmap planning and strategic decision-making processes.
• Cross-Functional Training: Learning about other areas of product development, such as product management or UX/UI design.
• Industry Conferences & Workshops: Attending relevant UX research and accessibility events to stay current with industry trends and network with peers.

📝 Enhancement Note: Addressing these challenges proactively in your application or interview will demonstrate foresight and problem-solving capabilities. Highlighting how you plan to leverage growth opportunities will show ambition and a commitment to continuous improvement within Comcast's operational framework.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you used user research to influence product strategy. What was the outcome?" (Focus on your process, the insights, and the impact on the product roadmap).
• "How would you approach researching the needs of a diverse group of frontline employees who have limited access to technology or are often in the field?" (Demonstrate an understanding of contextual inquiry, remote research challenges, and adapting methods).
• "Walk us through a research project where accessibility was a key consideration. What steps did you take, and what were the results?" (Highlight your knowledge of accessibility standards and how research ensured inclusivity).
• "How do you balance the need for thorough research with tight product development deadlines?" (Showcase your ability to prioritize, adapt methodologies, and communicate trade-offs).

Company & Culture Questions:

• "What interests you about Comcast and this specific role within the Frontline Tools, Technology, and Quality team?" (Research Comcast's recent innovations, commitment to customer experience, and operational challenges).
• "How do you see your role contributing to Comcast's mission of transforming customer experiences?" (Connect your research skills to improving frontline efficiency and customer satisfaction).
• "Describe your experience working in a large, matrixed organization. How do you navigate stakeholder relationships?" (Emphasize collaboration, communication, and influencing skills).

Portfolio Presentation Strategy:

• Select Wisely: Choose 2-3 case studies that best showcase your end-to-end research process, problem-solving skills, and impact, particularly those involving complex user needs or accessibility considerations.
• Structure Your Narrative: For each case study, clearly define the problem statement, your research objectives, the methodology used (and why), your key findings, the actionable recommendations you made, and the resulting impact (quantified if possible).
• Emphasize Collaboration: Detail how you worked with designers, product managers, and engineers. Show how your research informed their decisions.
• Highlight Accessibility: If a case study involved accessibility, dedicate specific time to explaining your approach and the improvements achieved.
• Be Ready for Deep Dives: Anticipate detailed questions about your methodology, data analysis, and how you arrived at your conclusions. Be prepared to defend your choices and discuss alternatives.

📝 Enhancement Note: For this role, interviewers will be looking for not just research skills, but also strategic thinking, a strong understanding of accessibility, and the ability to translate insights into actionable improvements for operational efficiency. Demonstrating how your work directly impacts frontline employees and, by extension, customer experience will be crucial.

📌 Application Steps

To apply for this operations-adjacent UX Research position:

• Submit your application through the Comcast Careers portal via the provided URL.
• Tailor Your Resume: Ensure your resume highlights keywords related to User Experience Research, Design Research, Accessibility, Usability Testing, Product Strategy, and any experience with enterprise or frontline tools. Quantify achievements where possible.
• Prepare Your Portfolio: Curate a digital portfolio that clearly showcases your research process, methodologies, key deliverables, and demonstrated impact, with a strong emphasis on accessibility case studies. Ensure it's easily accessible (e.g., via a link on your resume or cover letter).
• Research Comcast: Understand Comcast's business, its customer base, its frontline operations, and its commitment to innovation and accessibility. This will help you tailor your responses and demonstrate genuine interest.
• Practice Your Presentation: Rehearse presenting your portfolio case studies, focusing on clear communication, storytelling, and the ability to answer in-depth questions about your research process and its impact.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.