Lead UX Researcher
Dallas, Texas
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 and breakdowns
Connect customer pain points to internal processes, policies, handoffs, and enabling systems
Partner cross-functionally to identify opportunities for simplification and service improvement
Facilitate working sessions and workshops to align stakeholders and advance solutions
Insight Activation & Communication
Translate research into clear, actionable recommendations tied to business decisions
Develop executive-ready readouts, reports, and narratives
Ensure insights drive measurable improvements in product performance and customer experience
Tools, Methods, and Innovation
Apply appropriate research methods with sound judgment on scope, rigor, and timing
Use AI tools responsibly to accelerate research planning, synthesis, and analysis while maintaining integrity and quality
What you’ll need
Bachelor’s degree or equivalent experience
6+ years of experience in UX research, design research, or related field
Experience 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 insights
Experience working cross-functionally with Product, Design, and Engineering teams
What you’ll bring
Experience 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 constraints
Experience incorporating quantitative data or analytics into research insights
Experience using AI tools to support research workflows and synthesis
Strong facilitation skills for cross-functional workshops and stakeholder alignment
Supervisor: No
Our Lead UX Researchermanagers 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 phone
If 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.
Job ID R-110323 Date posted 05/18/2026
Benefits
Your needs? Met. Your wants? Considered. Take a look at our comprehensive benefits.
- Paid Time Off
- Tuition Assistance
- Medical and dental plans
- Discounts
- Training & Development
Our hiring process
Apply Now
Confirm your qualifications align with the job requirements and submit your application.
Assessments
You may be required to complete one or more assessments, depending on the role.
Interview
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Conditional Job Offer
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Background Check
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