Lead UX Researcher

This position requires office presence of a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered.At AT&T, we empower leaders to drive change in a fast-evolving, connected world. Your strategic vision will help serve customers and transform lives through innovative solutions and impactful connections.AT&T Business is seeking a Lead UX Researcher to drive product and experience decisions through rigorous, pragmatic research grounded in real customer needs. This role spans upstream discovery and opportunity shaping and downstream validation and in-market learning, helping teams reduce risk and deliver experiences that work in real-world conditions.We’re looking for a strong research generalist—some candidates will lean deeper into UX research craft, others into end-to-end mapping and service design methods. The right candidate can flex based on the business problem, connecting customer insights to both experience quality and operational reality.This is a hands-on individual contributor role with significant cross-functional influence across Product, Design, Engineering, Analytics, and Operations.What You'll DoCustomer Research & InsightsLead and execute qualitative and mixed-method research across the product lifecycle (discovery through validation)Identify customer needs, jobs-to-be-done, pain points, and decision driversConduct concept testing, usability evaluations, and in-market learningOpportunity Framing & StrategyConduct exploratory research to identify opportunity areas and unmet needsSynthesize findings into clear points of view, hypotheses, and learning agendasSupport product and experience strategy through evidence-based recommendationsEnd-to-End Experience Analysis (Service Design Methods)Analyze and improve end-to-end customer experiences across channels, teams, and systemsMap customer journeys, service flows, and dependencies to identify friction and breakdownsConnect customer pain points to internal processes, policies, handoffs, and enabling systemsPartner cross-functionally to identify opportunities for simplification and service improvementFacilitate working sessions and workshops to align stakeholders and advance solutionsInsight Activation & CommunicationTranslate research into clear, actionable recommendations tied to business decisionsDevelop executive-ready readouts, reports, and narrativesEnsure insights drive measurable improvements in product performance and customer experienceTools, Methods, and InnovationApply appropriate research methods with sound judgment on scope, rigor, and timingUse AI tools responsibly to accelerate research planning, synthesis, and analysis while maintaining integrity and qualityWhat You’ll NeedBachelor’s degree or equivalent experience6+ years of experience in UX research, design research, or related fieldExperience leading end-to-end research initiatives (discovery through validation)Strong qualitative research skills (e.g., interviews, contextual inquiry, usability testing)Ability to synthesize complex data into clear, actionable insightsExperience working cross-functionally with Product, Design, and Engineering teamsWhat You’ll BringExperience with service design methods (e.g., journey mapping, service blueprints, ecosystem mapping)Experience in complex, multi-channel environments (digital + assisted experiences)Familiarity with operational systems, processes, and constraintsExperience incorporating quantitative data or analytics into research insightsExperience using AI tools to support research workflows and synthesisStrong facilitation skills for cross-functional workshops and stakeholder alignmentSupervisor: NoOur Lead UX Researcher managers earn between $143,800 - $215,800. Not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education/training. Joining our team comes with amazing perks and benefits:Medical/Dental/Vision coverage  401(k) plan  Tuition reimbursement program  Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)  Paid Parental Leave  Paid Caregiver Leave  Additional sick leave beyond what state and local law require may be available but is unprotected  Adoption Reimbursement  Disability Benefits (short term and long term)  Life and Accidental Death Insurance  Supplemental benefit programs: critical illness/accident hospital indemnity/group legal  Employee Assistance Programs (EAP)  Extensive employee wellness programs  Employee discounts up to 50% off on eligible AT&T mobility plans and accessories,AT&T internet (and fiber where available) and AT&T phoneIf you’re ready to make an impact on our business and your career, bring your bold ideas to a world of possibility. Apply today!Weekly Hours:40Time Type:RegularLocation:Bothell, Washington, Dallas, TexasSalary Range: $143,800.00 - $215,800.00It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made.