Lead Researcher – User Experience

Atlanta, Georgia
Jan 08, 2019
Metro Area
Full Time
Role Summary
An authority in Experience Research and qualitative and quantitative methodologies. Recognized as a subject matter expert. Operates with considerable latitude for independent judgment. Provides leadership to identify, support and fulfill customer & employee needs that leads to optimization of the employee/customer experience through innovation and/or improvements to internal organization, processes and technology. Recommends resources to address/balance customer needs. Operates with considerable latitude within operational parameters. Negotiates critical and controversial findings/issues with peers & staff on ideas and solutions that impact industry and/or corporate results. May be responsible for Research roadmap requiring single to multiple year plans. Develops & provides guidance for Research activities. Champions, provides influence and leadership to cross-functional teams and executive stakeholders on Research & Analytics ideas and solutions that impact industry and/or corporate results. Provides mentorship and guidance to team members and associates.      
Primary Responsibilities

  • Plan, coordinate and facilitate user research studies leveraging various methodologies including, but not limited to, observation lab studies, ethnographic research, iterative usability tests, phone interviews, and co-design, ideation and other types of workshops.

  • Compile study data and conduct analysis to develop personas, behavioral patterns, user stories, actionable findings and other relevant insights to communicate the user perspective.

  • Prepare and present insights and user stories to infuse empathy, engagement and passion for the human experience in design and business decision making.

  • Collaborate and communicate with team members and stakeholders throughout the process.

  • Write reports, create visuals, presentations and timelines in support of department or business operations.

  • Interpret operational requirements for inclusion in studies and analysis.

  • Provide recommendations for operational efficiencies and process improvements and assist in design development to support change initiatives.

  • Works with outside expertise engaged to assist or deliver research projects.

  • May Use and program statistical analysis software.

  • Support capability development within the delivery organization; including reviews, gap assessments and work to source and deliver strategies.

  • Conduct business impact analyses and validation studies and market research through all stages: concept formulation, definition of metrics, determination of appropriate evaluation methodology, research evaluation, and final research report.

  • Facilitate meetings and presentations to senior leadership.

  • Lead small teams on special projects or major studies.  

  • 8 or more years of experience in related field (i.e., Human Factors, User Experience Research, etc.).

  • 5 or more years of experience if candidate possesses a related advanced degree.

  • Demonstrated problem solving and analytical thinking skills.

  • Excellent interpersonal, leadership, presentation, and collaborative skills to work effectively with teams throughout organization.


  • BS/BA degree in related discipline. Master's degree in a related discipline strongly preferred.

About Cox Communications

Cox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. We're dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique. Cox Communications is the largest division of Cox Enterprises, a family-owned business founded in 1898 by Governor James M. Cox.

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Statement to ALL Third-Party Agencies and Similar Organizations:  Cox accepts resumes only from agencies with which we formally engage their services.  Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility.  Cox is not responsible for any fees or charges associated with unsolicited resumes.

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