Lead UX Researcher

About this role

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 do

Customer Research & Insights

• Lead 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 drivers
• Conduct concept testing, usability evaluations, and in-market learning

Opportunity Framing & Strategy

• Conduct exploratory research to identify opportunity areas and unmet needs
• Synthesize findings into clear points of view, hypotheses, and learning agendas
• Support product and experience strategy through evidence-based recommendations

End-to-End Experience Analysis (Service Design Methods)

• Analyze and improve end-to-end customer experiences across channels, teams, and systems
• Map customer journeys, service flows, and dependencies to identify friction a...