User Experience Research Senior Manager, Latino Shopper Insights and Strategy Development for Enhanced Customer Experience and Business Growth

Introduction to Verizon and Our Mission

Verizon is one of the world's leading providers of technology and communications services, transforming the way we connect around the globe. We're a human network that reaches across the globe and works behind the scenes. Our mission is to anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together—lifting up our communities and striving to make an impact to move the world forward. If you're fueled by purpose, and powered by persistence, explore a career with us. Here, you'll discover the rigor it takes to make a difference and the fulfillment that comes with living the #NetworkLife.

About the Role

We are seeking a highly skilled and experienced User Experience Research Senior Manager, Latino Shopper Insights to join our team. As a core member of the Retail portfolio, you will support a division of the Verizon Consumer Group focused on marketing to our local regions and key growth segments. Your primary responsibility will be to develop and execute in-language, in-culture research programs to reveal Latino customer needs and expectations, from defining new experiences to delivering solutions that satisfy and delight our Spanish-speaking customers.

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.
• Be the champion of the Latino customer and provide unique insights and cultural perspectives into their experiences and perception of the brand.
• 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:

• 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 the 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.
• Fully bilingual in English and Spanish.

Preferred Qualifications

Even better if you have one or more of the following:

• 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 both technical and non-technical stakeholders.
• Strong project management skills, with the ability to manage multiple projects simultaneously and prioritize tasks effectively.
• Ability to work independently and collaboratively as part of a team.
• Strong attention to detail and organizational skills.
• Ability to adapt to changing priorities and deadlines.

Career Growth Opportunities and Learning Benefits

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

• Professional development opportunities, including training and education programs.
• Mentorship and coaching from experienced leaders.
• Opportunities to work on high-impact projects and collaborate with cross-functional teams.
• A culture that values innovation, creativity, and experimentation.

Work Environment and Company Culture

Our work environment is dynamic, collaborative, and fast-paced. We're a team that values:

• Diversity, equity, and inclusion.
• Open communication and transparency.
• Collaboration and teamwork.
• Innovation and creativity.
• Work-life balance and flexibility.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• A salary range of $122,000.00 to $227,000.00 annually, depending on location and experience.
• 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.
• Opportunities for professional growth and development.
• A dynamic and collaborative work environment.

Conclusion

If you're a motivated and experienced user experience research professional looking to make a real impact, we encourage you to apply for this exciting opportunity. As a User Experience Research Senior Manager, Latino Shopper Insights, you'll play a critical role in shaping the customer experience for our Latino customers and driving business growth. Don't miss out on this chance to join our team and take your career to the next level. Apply now!