Lead UX Researcher

📍 Job Overview

Job Title: Lead UX Researcher

Company: AT&T

Location: Dallas, TX & Bothell, WA (On-site)

Job Type: Full-Time

Category: User Experience Research / Service Design

Date Posted: May 18, 2026

Experience Level: 6+ Years

🚀 Role Summary

• Lead strategic, end-to-end UX research initiatives, encompassing discovery and validation phases to inform product and experience decisions.

• Drive product and experience innovation by identifying unmet customer needs, jobs-to-be-done, and key pain points through rigorous qualitative and mixed-method research.

• Analyze and optimize complex, multi-channel customer journeys and service flows, connecting customer pain points to internal processes, policies, and operational systems.

• Translate complex research findings into clear, actionable insights and compelling narratives that influence cross-functional stakeholders and drive measurable business outcomes.

• Leverage AI tools responsibly to enhance research efficiency while maintaining data integrity and quality.

📝 Enhancement Note: This role is positioned as a hands-on individual contributor with significant influence, requiring a strong blend of deep UX research craft and service design methodologies. The emphasis on "operational reality" and connecting customer pain points to internal processes suggests a need for candidates who can bridge the gap between user needs and business/operational constraints.

📈 Primary Responsibilities

• Design and execute qualitative and mixed-method research studies across the entire product lifecycle, from initial concept exploration and opportunity framing to downstream validation and post-launch learning.

• Conduct in-depth customer interviews, contextual inquiries, usability evaluations, concept testing, and other qualitative research methods to uncover deep user insights.

• Develop and map customer journeys, service flows, and system dependencies to identify friction points, breakdowns, and opportunities for improvement within complex, multi-channel environments.

• Synthesize research findings from diverse sources (qualitative, quantitative, operational data) into clear, impactful points of view, hypotheses, and actionable recommendations.

• Facilitate cross-functional working sessions and workshops with Product, Design, Engineering, Analytics, and Operations teams to align stakeholders, brainstorm solutions, and drive consensus on experience improvements.

• Create executive-ready readouts, reports, and presentations that effectively communicate research findings, strategic implications, and recommended actions to senior leadership.

• Partner closely with product managers, designers, and engineers to ensure research insights are integrated into product roadmaps and design decisions.

• Proactively identify opportunities for innovation and service improvement by understanding customer needs and operational realities.

• Apply advanced research techniques and leverage AI tools to accelerate research planning, synthesis, and analysis, ensuring ethical use and data quality.

📝 Enhancement Note: The responsibilities highlight a dual focus: deep UX research for product development and broader service design for end-to-end experience optimization. The explicit mention of "operational systems, processes, and constraints" indicates a need for candidates who can understand and navigate complex organizational structures and backend systems.

🎓 Skills & Qualifications

Education: Bachelor’s degree or equivalent practical experience in Human-Computer Interaction (HCI), Psychology, Sociology, Anthropology, Design Research, or a related field.

Experience: 6+ years of progressive experience in User Experience (UX) Research, Design Research, or a closely related field, with a proven track record of leading end-to-end research initiatives.

Required Skills:

• Demonstrated expertise in leading and executing qualitative research methodologies (e.g., in-depth interviews, contextual inquiry, usability testing, diary studies, focus groups).

• Proven ability to conduct mixed-method research, integrating qualitative insights with quantitative data for a holistic understanding.

• Strong experience in synthesizing complex data from various sources into clear, concise, and actionable insights and strategic recommendations.

• Experience in concept testing, usability evaluations, and gathering in-market feedback to inform product iterations.

• Proven ability to collaborate effectively with cross-functional teams, including Product Management, UX Design, Engineering, and Data Analytics.

• Excellent communication, presentation, and storytelling skills, with the ability to articulate findings and influence stakeholders at all levels, including executive leadership.

• Experience in identifying customer needs, jobs-to-be-done, and pain points to inform product strategy.

Preferred Skills:

• Experience with Service Design methodologies, including journey mapping, service blueprinting, ecosystem mapping, and customer journey analysis.

• Experience working within complex, multi-channel environments (digital platforms, assisted service channels, retail, etc.).

• Familiarity with operational systems, internal processes, business policies, and their impact on customer experience.

• Experience in quantitative data analysis and integrating analytical findings into qualitative research insights.

• Strong facilitation skills for leading workshops, brainstorming sessions, and stakeholder alignment meetings.

• Experience in translating customer insights into measurable improvements in product performance and customer satisfaction.

• Ability to adapt research approaches based on business needs, scope, rigor, and timelines.

📝 Enhancement Note: The preferred skills emphasize a strong service design orientation and an understanding of operational realities, which are critical for a role at a large enterprise like AT&T. The mention of AI tools suggests a forward-thinking approach to research.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 3-5 comprehensive UX research case studies demonstrating end-to-end project ownership from discovery to validation.

• For each case study, clearly articulate the business problem, research objectives, methodologies employed (qualitative, mixed-methods), and your specific role and contributions.

• Highlight your ability to synthesize complex qualitative and quantitative data into actionable insights and strategic recommendations that directly influenced product or service design decisions.

• Include examples of how you've mapped customer journeys, identified pain points, and proposed solutions that addressed both customer needs and operational realities.

• Demonstrate your experience in communicating research findings effectively to diverse audiences, including product teams, designers, and executive stakeholders, with examples of impactful presentations or reports.

Process Documentation:

• Provide evidence of your process for defining research questions and selecting appropriate methodologies based on project goals and constraints.

• Detail your approach to synthesizing research findings, identifying key themes, and translating them into clear, actionable insights and recommendations.

• Illustrate your methods for collaborating with cross-functional teams (Product, Design, Engineering, Operations) to ensure research insights are understood and integrated into product development cycles.

• Include examples of how you've measured the impact of your research on product outcomes or customer experience improvements.

📝 Enhancement Note: For this role, a strong portfolio is crucial. It should not only demonstrate traditional UX research skills but also a sophisticated understanding of service design and the ability to connect user insights to the operational complexities of a large enterprise. Highlighting experience with AI tools within research workflows would be a significant advantage.

💵 Compensation & Benefits

Salary Range: $143,800 - $215,800 annually.

Benefits:

• Comprehensive Medical, Dental, and Vision coverage.

• 401(k) plan with company contributions.

• Generous Tuition Reimbursement Program.

• Paid Time Off (at least 23 days of vacation annually) and Paid Holidays (9 company-designated holidays).

• Paid Parental Leave and Paid Caregiver Leave.

• Additional sick leave beyond state and local requirements.

• Adoption Reimbursement.

• Short-term and Long-term Disability Benefits.

• Life and Accidental Death Insurance.

• Supplemental benefit programs including critical illness, accident hospital indemnity, and group legal services.

• Employee Assistance Programs (EAP) and extensive employee wellness programs.

• Significant employee discounts on eligible AT&T mobility plans, accessories, internet, and phone services.

Working Hours: 40 hours per week.

📝 Enhancement Note: The salary range provided is a good benchmark for a Lead UX Researcher role at a major corporation in the specified locations. The extensive benefits package reflects AT&T's commitment to employee well-being and professional development, which is attractive to experienced professionals. The salary estimate is based on the provided range and industry benchmarks for Lead UX Researchers in major tech hubs like Dallas and Seattle metropolitan areas, considering the experience level and the nature of the role at a large enterprise.

🎯 Team & Company Context

🏢 Company Culture

Industry: Telecommunications & Technology. AT&T is a global leader in communications, media, and technology, providing a vast array of services and solutions that connect people and businesses worldwide. This industry context means the company operates at a massive scale, dealing with complex infrastructure, diverse customer segments, and rapid technological evolution, all of which directly impact the UX research landscape.

Company Size: Large Enterprise (over 100,000 employees globally). This scale implies a highly structured environment with numerous departments, intricate processes, and a wide range of stakeholders. For operations professionals, this can mean opportunities for specialized focus, but also a need for strong navigation skills and the ability to influence across large, matrixed organizations.

Founded: 1983 (as AT&T Corporation, with roots tracing back to 1885). AT&T has a long history of innovation and adaptation in the telecommunications sector. This longevity suggests a stable company with established operational frameworks, but also one that is continuously evolving to meet market demands.

Team Structure:

• The UX Research team likely operates within a larger Product or Design organization, potentially embedded within specific business units like AT&T Business.

• This role is an individual contributor but is expected to have significant cross-functional influence, collaborating closely with Product Managers, UX Designers, Engineering Leads, Data Analysts, and Operations specialists.

Methodology:

• AT&T likely employs a blend of agile and more structured product development methodologies, requiring researchers to be adaptable.

• The emphasis on "operational reality" suggests a strong focus on linking user experience to business impact, efficiency, and scalability, requiring data-driven approaches and a pragmatic mindset.

• Research methodologies will range from generative discovery (exploratory research, opportunity framing) to evaluative validation (usability testing, concept testing) and ongoing in-market learning.

• Expect a strong emphasis on synthesizing insights from both user feedback and operational performance metrics.

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

📝 Enhancement Note: Understanding AT&T's scale and legacy is key. The role demands not just user empathy but also a strategic understanding of how user experience intersects with large-scale operations, policy, and technical infrastructure. The "Lead" title suggests significant autonomy and responsibility for driving research strategy within their domain.

📈 Career & Growth Analysis

Operations Career Level: This is a "Lead" individual contributor role, signifying a senior-level position within the UX Research discipline. It requires not only deep expertise in research methodologies but also the ability to strategically guide research efforts, influence product direction, and mentor others implicitly. The scope extends beyond tactical execution to encompass opportunity framing and strategic input.

Reporting Structure: The Lead UX Researcher will report to a Director or Senior Manager within the UX Research or Product Design function. They will work as part of a broader product development team, collaborating daily with Product Managers, UX Designers, Engineers, and crucially, Operations teams. This structure demands strong interpersonal skills and the ability to navigate a large, matrixed organization.

Operations Impact: The core function of this role is to ensure that AT&T's products and services are designed with a deep understanding of customer needs and operational realities. By providing evidence-based insights, this role directly impacts:

• Product Strategy: Guiding the roadmap and feature prioritization.

• User Experience Quality: Reducing friction and improving satisfaction.

• Operational Efficiency: Identifying and addressing process breakdowns that affect both customers and internal teams.

• Business Outcomes: Contributing to customer acquisition, retention, and revenue growth by delivering superior experiences.

Growth Opportunities:

• Specialization: Deepen expertise in specific research areas (e.g., service design for complex systems, generative research for new product lines, AI-driven research insights).

• Leadership: Progress to a management role, leading a team of UX researchers, or take on principal-level individual contributor roles with broader strategic influence across multiple product areas.

• Cross-functional Exposure: Gain deeper understanding of AT&T's various business units (e.g., wireless, business solutions, entertainment) and their operational challenges.

• Skill Development: Opportunities to learn and apply new research tools and techniques, including advanced AI applications in research, and to hone facilitation and strategic influencing skills.

• Mentorship: Opportunity to mentor junior researchers and contribute to the overall research practice within AT&T.

📝 Enhancement Note: The "Lead" title indicates a role focused on strategic impact and influencing without direct management authority. Growth potential lies in deepening expertise, expanding strategic scope, or moving into formal leadership positions. The emphasis on operational impact suggests a career path that could lead to roles with broader business strategy or operational improvement responsibilities.

🌐 Work Environment

Office Type: This role is explicitly designated as on-site, requiring a minimum of 5 days per week in the office. This suggests a collaborative, in-person work environment where team members regularly interact.

Office Location(s):

• Dallas, TX: 208 S Akard St @ Concourse

• Bothell, WA: Specific address not provided, but implied as a primary office location.

These locations are major hubs for AT&T, suggesting well-equipped office spaces designed for collaboration and productivity.

Workspace Context:

• Collaborative Environment: Expect a dynamic workspace designed to foster interaction between UX researchers, designers, product managers, engineers, and operations counterparts. This likely includes open-plan areas, meeting rooms, and informal collaboration zones.

• Tools & Technology: Access to standard office productivity tools, collaboration software, and potentially specialized research labs or equipment for user testing sessions. The job description also mentions the use of AI tools, indicating that technological resources will be available.

• Team Interaction: Frequent opportunities for face-to-face discussions, brainstorming sessions, workshops, and informal knowledge sharing, which are crucial for aligning on complex projects and driving consensus.

Work Schedule: Standard full-time, 40 hours per week. While the role is on-site, AT&T often offers some flexibility within the standard workday, but the primary expectation is consistent office presence.

📝 Enhancement Note: The mandatory on-site presence is a critical factor. This implies that the company values in-person collaboration, spontaneous ideation, and direct team interaction for this role. Candidates should be prepared for a traditional office-based work structure.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will likely review your application and resume, focusing on experience aligning with the core requirements.

• Portfolio Review & Presentation: Expect an invitation to present your UX research portfolio. This is a critical stage where you will walk through 2-3 key case studies, demonstrating your process, impact, and ability to connect user needs with business/operational realities.

• Hiring Manager Interview: A more in-depth discussion with the hiring manager about your experience, research philosophy, leadership style (as an individual contributor), and how you approach complex problems.

• Cross-functional Interviews: Interviews with key stakeholders you'll collaborate with, such as Product Managers, UX Designers, and potentially representatives from Engineering or Operations. These interviews will assess your collaboration skills, communication style, and understanding of their respective domains.

• Skills-Based Exercise/Challenge: Potentially a take-home assignment or an in-person/virtual exercise designed to assess your research planning, synthesis, or communication skills on a hypothetical or real AT&T scenario.

Portfolio Review Tips:

• Focus on Impact: Clearly articulate the business impact and measurable outcomes of your research. Quantify results whenever possible (e.g., "improved conversion by X%", "reduced support calls by Y%", "informed a strategic shift that led to Z").

• Showcase Process: Detail your research process, emphasizing how you adapted methodologies to fit project constraints and business needs. Highlight your ability to connect user insights to operational realities.

• Tell a Story: Structure your case studies as compelling narratives. Clearly define the problem, your approach, your findings, and the actions taken based on your insights.

• Demonstrate Collaboration: Explain how you partnered with cross-functional teams and influenced decision-making.

• Address AI Usage: If applicable, detail how you've responsibly used AI tools to enhance your research process and outcomes.

• Tailor to AT&T: Research AT&T's business and products. Frame your examples in a way that demonstrates an understanding of their challenges and opportunities in the telecommunications and technology space.

Challenge Preparation:

• Anticipate Scenarios: Be prepared for challenges related to complex user journeys, identifying pain points in multi-channel experiences, synthesizing disparate data sources, or proposing research plans for ambiguous problems.

• Think Operationally: When approaching challenges, consider the operational implications, system constraints, and business goals alongside user needs.

• Methodology Justification: Be ready to justify your choice of research methods, explaining why they are appropriate for the given problem and constraints.

• Communication Clarity: Practice articulating your thoughts and solutions clearly and concisely, as if presenting to a diverse group of stakeholders.

📝 Enhancement Note: The interview process is heavily weighted towards portfolio demonstration and cross-functional collaboration. Candidates must be adept at showcasing not just research execution but also strategic thinking and the ability to drive tangible business outcomes through their work, particularly by bridging the gap between user needs and operational realities.

🛠 Tools & Technology Stack

Primary Tools:

• Qualitative Research Platforms: Tools for conducting remote interviews and usability testing (e.g., UserTesting.com, Lookback, Maze, UserZoom).

• Survey Tools: For gathering broader user feedback and quantitative data (e.g., SurveyMonkey, Qualtrics, Google Forms).

• Collaboration & Whiteboarding Tools: For remote and in-person workshops, journey mapping, and ideation (e.g., Miro, Mural, Figma).

• Data Analysis & Synthesis Tools: Software for organizing, coding, and analyzing qualitative data (e.g., Dovetail, NVivo,

Atlas.ti), and potentially statistical software for quantitative analysis.

• AI Tools for Research: As mentioned, expect to use AI-powered tools for various research tasks, such as:

  • Automated Transcription & Summarization: For interview recordings.
  • Sentiment Analysis: To gauge user reactions.
  • Thematic Analysis Assistance: To identify patterns in large datasets.
  • Content Generation: For research plan drafts or survey questions.
  • Data Synthesis Acceleration: To help identify themes across multiple research inputs.

• Productivity Suites: Microsoft Office 365 (Word, Excel, PowerPoint) or Google Workspace.

Analytics & Reporting:

• Business Intelligence Tools: Familiarity with tools like Tableau or Power BI for understanding product performance metrics and integrating them with qualitative findings.

• Web Analytics: Understanding of tools like Google Analytics or Adobe Analytics to interpret user behavior on digital platforms.

• CRM Data: While not a primary tool for research, understanding how to access and interpret data from CRM systems (e.g., Salesforce) can provide valuable context on customer interactions and lifecycle.

CRM & Automation:

• CRM Systems: AT&T likely uses a robust CRM system (e.g., Salesforce) for managing customer relationships. Understanding the data within these systems can provide valuable context for research.

• Internal Process & Workflow Tools: Familiarity with tools used for internal workflow management and process documentation can be beneficial for understanding operational constraints.

📝 Enhancement Note: Proficiency with a range of qualitative research tools is essential. The explicit mention of AI tools indicates a need for candidates who are not only aware of these technologies but are also comfortable and adept at integrating them responsibly into their research workflows. Understanding how to connect user insights with business metrics and operational data is also a key requirement.

👥 Team Culture & Values

Operations Values:

• Customer-Centricity: A fundamental value at AT&T, driving a focus on understanding and meeting customer needs across all touchpoints. For this role, it means deeply empathizing with users and advocating for their experience.

• Data-Driven Decision Making: Emphasizing the use of evidence, whether from user research, analytics, or operational data, to inform strategy and product development. This role is central to providing that evidence.

• Innovation & Adaptability: In the rapidly evolving tech and telecom landscape, AT&T values continuous improvement, embracing new technologies (like AI), and adapting to market changes.

• Collaboration & Teamwork: A strong emphasis on working effectively across diverse teams (Product, Design, Engineering, Operations, Marketing) to achieve common goals.

• Operational Excellence: A commitment to efficiency, reliability, and scalability in all operations, which this role must consider when proposing experience improvements.

Collaboration Style:

• Cross-Functional Integration: The role requires seamless collaboration with Product, Design, and Engineering, acting as a bridge between user needs and technical/business realities.

• Proactive Communication: Regularly sharing insights, findings, and research plans with stakeholders to ensure alignment and facilitate timely decision-making.

• Workshop Facilitation: Leading and participating in workshops to drive consensus, brainstorm solutions, and map complex processes and journeys.

• Feedback Culture: Openness to receiving and providing constructive feedback to refine research approaches and solutions.

• Process Improvement Focus: A shared goal among collaborating teams to continuously optimize workflows, systems, and customer experiences.

📝 Enhancement Note: The team culture at AT&T, especially within product development, likely emphasizes a blend of structured processes and agile execution, with a strong focus on measurable impact and cross-functional synergy. The Lead UX Researcher is expected to be a key facilitator and influencer within this collaborative environment.

⚡ Challenges & Growth Opportunities

Challenges:

• Scale and Complexity: Navigating the vastness of AT&T's product portfolio and intricate operational systems to conduct impactful research and drive change.

• Balancing User Needs with Operational Constraints: Effectively advocating for user needs while acknowledging and working within the realities of large-scale business processes, policies, and technical infrastructure.

• Cross-Functional Alignment: Gaining buy-in and driving action across numerous departments and stakeholder groups with potentially competing priorities.

• Measuring Impact: Clearly demonstrating the ROI and business value of UX research in a large enterprise context, especially when linking qualitative insights to quantitative business outcomes.

• Rapid Technological Evolution: Keeping pace with advancements in AI and other technologies and integrating them effectively and ethically into research practices.

Learning & Development Opportunities:

• Advanced Research Techniques: Opportunities to deepen expertise in specialized research areas, including generative research, service design, and quantitative analysis.

• AI in Research: Being at the forefront of applying AI tools to UX research, developing best practices for their use in synthesis, analysis, and planning.

• Industry Insights: Gaining deep knowledge of the telecommunications and technology sectors, understanding market dynamics, competitive landscapes, and evolving customer expectations.

• Leadership & Influence: Developing strategic influencing skills, stakeholder management, and executive communication to drive broader adoption of user-centered practices.

• Mentorship: Opportunities to mentor junior researchers and contribute to the growth of the UX research practice within AT&T.

📝 Enhancement Note: The challenges presented are typical of senior roles in large, complex organizations. The growth opportunities are significant, particularly in leveraging cutting-edge technologies like AI and in developing strategic leadership capabilities that extend beyond traditional UX research.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to influence stakeholders with conflicting priorities to adopt a user-centered recommendation. What was your approach, and what was the outcome?" (Assesses influence, collaboration, and strategic thinking.)

• "Walk us through your process for identifying and framing new product or service opportunities based on exploratory research." (Assesses discovery skills and opportunity framing.)

• "How do you approach mapping complex customer journeys that span multiple channels and internal operational processes? Provide an example." (Assesses service design skills and understanding of operational realities.)

Company & Culture Questions:

• "How would you ensure that your research insights are integrated into AT&T's product development lifecycle, especially considering our scale and matrixed structure?" (Assesses understanding of large organizations and integration strategies.)

• "What do you know about AT&T's business and customer segments? How might that inform your research approach for this role?" (Assesses company research and strategic thinking.)

Portfolio Presentation Strategy:

• Structure: Begin with a brief overview of your career and research philosophy. For each case study, clearly define the problem, your role, the methodology, key findings, your recommendations, and the impact/outcomes.

• Highlight Operations Connection: For each relevant case study, specifically call out how you considered or addressed operational constraints, processes, or impacts.

• Visuals: Use clear, concise visuals for journey maps, wireframes, personas, and data representations. Ensure they are easy to understand quickly.

• Conciseness: Be mindful of time. Focus on the most critical aspects of each case study and be prepared for deeper dives during Q&A.

• Storytelling: Weave a narrative that showcases your problem-solving skills, strategic thinking, and ability to drive meaningful change.

• Practice: Rehearse your presentation thoroughly to ensure a smooth delivery and confident handling of questions.

📝 Enhancement Note: Interview preparation should focus on demonstrating a strategic mindset, strong research craft, and a nuanced understanding of how user experience intersects with large-scale operations. Be ready to provide specific, quantifiable examples of impact and to articulate your process clearly.

📌 Application Steps

To apply for this Lead UX Researcher position at AT&T:

• Submit your application: Apply through the AT&T careers portal using the provided link.

• Tailor your Resume: Ensure your resume highlights your 6+ years of UX research experience, specific methodologies used (qualitative, mixed-methods, service design), cross-functional collaboration successes, and any experience with AI tools in research. Quantify achievements wherever possible.

• Prepare Your Portfolio: Curate 3-5 of your strongest UX research case studies. Focus on end-to-end projects that demonstrate impact, strategic thinking, and your ability to connect user needs with operational realities. Ensure it's well-organized and easy to navigate.

• Research AT&T: Familiarize yourself with AT&T's business units, product offerings, and recent company news. Understand their position in the telecommunications and technology market.

• Practice Presentation Skills: Rehearse presenting your portfolio and answering common UX research and behavioral interview questions. Be ready to discuss your approach to complex problems and stakeholder influence.

⚠️ 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.