Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what's next. Powered by the nation's largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation's largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.
Job Summary
Team Overview:
The Digital Marketing Experience Group of Comcast Business is transforming how new and existing business prospects and customers establish and grow a long-lasting relationship with Comcast.
The Comcast Business Experience Design (XD) team collaborates closely with Sales, Product Management, Customer Experience, Content, Brand, Communications, and Development counterparts to define and design the end digital product, with a stellar customer experience at the forefront of every decision.
Position Description:
As a Senior UX Researcher on the Experience Design team, you'll report to the Senior Manager, UX Research & Service Design, and will be responsible for developing and translating critical insights to inform the user experience for our website - ComcastBusiness.com and the broader customer journey.
You'll foster strong relationships with our product and design partners, develop and execute empirical research approaches, and deliver insights through expert analysis, storytelling and facilitation. Your background may be in psychology, human- computer interaction, human factors, user experience or other related fields. As a senior researcher on the team focused on customer experience, you will conduct tactical and strategic research for experiences that play a critical role in ensuring our products are inclusive and usable for all.
Job Description
Core Responsibilities
Conduct qualitative and quantitative research studies, including in-depth interviews, usability testing and card sorting tests using remote tools such as usertesting.com.
Communicate objective insights to executive audiences, and translate findings into actionable recommendations for Experience Design, Product, Content Strategy and other stakeholder teams.
Create reports that communicate strategic recommendations to product and design teams and influences them to take action.
Develop and maintain UX frameworks (ex. journeys, experience maps and blueprints) that visualize insights in a compelling way.
Help define standards and best practices for a mature research function.
Contribute to effective systems for understanding and incorporating customer and business needs into the product development process.
Partner with other insight driven groups within Comcast Business, such as Marketing Research and Digital Product Analytics to tell a broader product story for stakeholders.
Communicate to all levels of the organization through facilitating intake sessions, conducting walkthroughs, and presenting insights to senior leadership.
Ensure a positive, collaborative cross-functional atmosphere and process.
Consistent exercise of independent judgment and discretion in matters of significance
Regular, consistent and punctual attendance.
Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
Other duties and responsibilities as assigned.
Qualifications:
Hands-on Human Computer Interaction and/or UX research experience that informs a detailed understanding of how to elicit user needs for technology and media products.
Strong presentation skills- can present to executives and tell the story behind every experience.
Develops strong partnerships with Product Management, Business, MarCom, Brand, Sales, Customer Experience, Content and Development stakeholders to define shared vision and goals.
Demonstrated ability to lead user research studies end-to-end, from planning, recruiting and moderating to analyzing data, documenting insights and presenting findings.
Experience with a range of user research methods used to gather qualitative and quantitative data (contextual interviews, participant observation, formative and summative usability testing, focus groups, card sorting, survey design & analysis, etc.)
Deep understanding of heuristics for user interfaces, usability and accessibility standards and principles, experience conducting accessibility evaluations
Demonstrated ability to create and apply UX frameworks (user journeys, experience maps, blueprints)
Ability to produce topline executive summaries of what is relevant and actionable.
Ability to build partnerships with key stakeholders and understand and effectively communicate impact of research outcomes.
Demonstrated ability to self-motivate and follow-through on projects, naturally curious, able to work with minimal supervision and lead research projects.
Desire to continually stay current with technology, trends, tools and industry standards in UX, usability, accessibility and user research.
Ability to communicate effectively and establish credibility with technical and non-technical stakeholders including executive staff
Experience working in a matrixed, agile environment.
Previous experience with B2B products and service design is a plus.
Employees at all levels are expected to:
Understand our Operating Principles; make them the guidelines for how you do your job.
Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
Win as a team - make big things happen by working together and being open to new ideas.
Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
Drive results and growth.
Respect and promote inclusion & diversity.
Do what's right for each other, our customers, investors and our communities.
Disclaimer:
This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.
Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.
Education
Bachelor's Degree
While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.