Experienced UX Research Senior Manager - Latino Shopper Insights and Cultural Expertise for Enhanced Customer Experience

Introduction to Verizon and Our Mission

At Verizon, we're driven by a passion to connect people and communities around the world through innovative technology and communications services. As a global leader, we believe in the power of human connection and strive to make a positive impact on the world. Our commitment to diversity, equity, and inclusion is at the heart of everything we do, and we're dedicated to creating a workplace where everyone feels valued, respected, and empowered to succeed.

As we continue to evolve and grow, we're seeking a talented and experienced UX Research Senior Manager to join our team. In this role, you'll play a critical part in shaping the customer experience for our Latino shoppers, using your expertise to uncover insights and drive business decisions that meet their unique needs and expectations.

About the Role

As a UX Research Senior Manager, Latino Shopper Insights, you'll be responsible for developing and executing in-language, in-culture research programs to reveal the needs and expectations of our Latino customers. You'll work closely with cross-functional teams to design and conduct in-depth research, moderate focus groups and shop-alongs, and synthesize findings to form compelling stories that drive impact.

Your expertise will help us bring the best culturally relevant solutions and retail experiences to our Spanish-speaking customers, and you'll be the champion of the Latino customer, providing unique insights and cultural perspectives into their experiences and perception of the brand.

Key Responsibilities

• Uncover insights about how to improve and transform Verizon's customer experience, specifically for the U.S. Latino market.
• Partner with leaders to understand key business issues and customer challenges.
• Design and conduct in-depth research (e.g., user interviews, field studies, journey mapping, concept testing, shop-alongs, etc.) to deeply understand Latino segment needs and behaviors.
• Develop screening criteria, research plans, discussion guides, questionnaires, and other research deliverables and activities for each stage of insight (in English and Spanish).
• Moderate focus groups, shop-alongs, IDIs, and workshops in Spanish.
• Mine syndicated and secondary research and data sources to add to our custom work.
• Synthesize findings to form insights and build compelling stories that drive impact.
• Present actionable recommendations to leaders and influence decisions across cross-functional teams.
• Partner with marketing and product teams on strategic marketing planning, including identifying promotional opportunities and new ways of communicating with Latino shoppers.
• Manage research agency partners and research projects from scoping to delivery.
• Manage the participant experience to ensure they are comfortable, maintain confidentiality, and handle note-taking and video responsibilities.

Essential Qualifications

To be successful in this role, you'll need to have:

• A Bachelor's degree or four or more years of work experience.
• Six or more years of relevant work experience.
• Experience with user research methods (usability testing, user interviews, diary studies, etc.) for online path-to-purchase insights.
• Experience working at a brand or partnering closely with a client that serves the Latino segment and works with a regional marketing approach.
• Full bilingualism in English and Spanish.

Preferred Qualifications

While not required, the following qualifications are highly desirable:

• A Bachelor's or Master's degree in Human Factors, Psychology, HCI/Computer Science, Sociology, or a related field.
• Experience with user research methods used within the brick-and-mortar retail space, such as shop-alongs and retail ethnographies.
• Experience moderating field studies, shop-alongs, user interviews, and usability studies in in-person and remote testing environments in Spanish.
• Experience defining and planning the approach and methodologies in the context of project scope and timeline.
• Experience with secondary data, trends, and learnings.
• Experience demonstrating UX Research impact, including driving business and product decisions through UX Research.
• Experience in localized or regional marketing or market research.
• Experience at or working alongside a research agency or related vendor.

Skills and Competencies

To excel in this role, you'll need to possess:

• Strong research and analytical skills, with the ability to synthesize complex data into actionable insights.
• Excellent communication and presentation skills, with the ability to effectively communicate research findings to cross-functional teams.
• Strong project management skills, with the ability to manage multiple research projects simultaneously.
• Cultural competence and sensitivity, with a deep understanding of the Latino market and its unique needs and expectations.
• Collaboration and influencing skills, with the ability to work effectively with cross-functional teams and influence business decisions.
• Adaptability and flexibility, with the ability to navigate complex and dynamic environments.

Career Growth Opportunities and Learning Benefits

At Verizon, we're committed to helping our employees grow and develop in their careers. As a UX Research Senior Manager, you'll have access to:

• Professional development opportunities, including training and mentorship programs.
• Career advancement opportunities, with the potential to move into leadership roles or explore new areas of the business.
• A collaborative and dynamic work environment, with opportunities to work with cross-functional teams and contribute to innovative projects.
• A comprehensive benefits package, including health and wellness benefits, short-term incentives, 401(k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance, and tuition assistance.

Work Environment and Company Culture

Our remote office provides a state-of-the-art and comfortable workspace, with opportunities for occasional in-person trainings and meetings. We're proud to be an equal opportunity employer, celebrating our employees' differences and promoting a culture of diversity, equity, and inclusion.

At Verizon, we believe in the importance of work-life balance, offering flexible scheduling and remote work options to support our employees' unique needs and circumstances. We're committed to creating a workplace where everyone feels valued, respected, and empowered to succeed.

Compensation, Perks, and Benefits

We offer a competitive salary, reflecting our commitment to attracting the best talent. The compensation range for this position is between $122,000.00 and $227,000.00 annually, based on a full-time schedule. We also offer a comprehensive benefits package, including health and wellness benefits, short-term incentives, 401(k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance, and tuition assistance.

Conclusion

If you're a motivated and experienced UX Research Senior Manager looking to make a meaningful impact, we encourage you to apply for this exciting opportunity. As a member of our team, you'll have the chance to work on innovative projects, collaborate with cross-functional teams, and contribute to the growth and success of our business.

Don't miss out on this opportunity to join a dynamic and inclusive team and take your career to the next level. Apply now and become a part of something bigger!