Senior User Researcher - CX & Accessibility

Comcast brings together the best in media and technology. We drive innovation to create the worlds best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.
Job Summary
Comcast is looking for an enthusiastic, experienced user research professional to join our highly respected internal User Research practice. This is a fantastic opportunity to join a collaborative in-house research team within a major corporation, partnering with engaged and motivated internal stakeholders while working on products, services and future initiatives that impact millions of customers. The Technology, Product & Experience (TPX) Research team conducts a wide variety of UX and design research techniques to gather data and develop insights critical to improving our customers' experience. We enjoy great flexibility and autonomy in scoping the research approach for each initiative we support. Our work touches multiple platforms including digital interfaces (online, mobile and TV), physical and printed materials, hardware and service design. Responsible for designing and conducting, or leading, complex user experience research studies to support the development of product user interface (UI) designs. Sets up and conducts user experience studies that test user responses to interface designs or methods including: site layouts, site maps, navigation design, content inventories, information organization models, error handling and icons. Conducts studies and reviews others research on human factors response to emerging technologies. Analyzes, summarizes and presents results to UI design teams and product development decision-makers and may lead or perform other analyses. Has in-depth experience, knowledge and skills in own discipline. Usually determines own work priorities. Acts as resource for colleagues with less experience.
Job Description
Responsibilities:
In this role, you will primarily focus on:
- Partner with research management and CX and accessibility stakeholders to design studies that span the product lifecycle from discovery to usability; recommend appropriate methodologies, draft and present research plans.
- Lead primary research studies with users and consumers including:
- Preparatory work including development of research plans, discussion guides, survey instruments, screeners and participant recruitment.
- Facilitate and observe studies remotely, in our in-house user research labs and/or in the field to gain first-hand knowledge of user behaviors.
- Analyze and synthesize findings with data analytics, past relevant research, market or competitive research and other secondary sources to strengthen and reinforce the output of studies.
- Translate findings into actionable recommendations and directional insights.
- Perform activities such as heuristic and expert UI reviews, including accessibility reviews.
- Deliver data and insights formally and informally through a variety of mediums including toplines, presentations, video highlights and workshops.
- Encourage members of design, business, and product teams to be involved as partners in studies to gain first-hand knowledge of user behaviors, mental models and needs.
- Standardize, train, consult and teach others in user research best practices for people with visual, hearing, mobility and cognitive disabilities.
- Explore and define strategies for recruiting participants with accessibility needs.
- Build collaborative relationships with the VP, Accessibility and product, design and engineering teams working on sensory initiatives to support the development of accessible products.
- Partner with TPX voice research lead to collaborate on insights and research that leverages voice input/output as a tool for accessibility.
- Provide coaching and mentorship of research staff, particularly in protocols and inclusivity while conducting research with people with disabilities.
- Contribute to a team toolkit of research methods, techniques and publications that showcase subject matter expertise.
- Contribute to development of UX models and frameworks based on direct user evidence.
- Maintain the highest standards quality, and lead by example in delivering best in class outputs that ensure that projects are delivered to expectations and on time.
- Ensure a positive, collaborative cross-functional atmosphere.
- Attend and/or present at industry events, maintain currency with the UX research field; share and present case studies, industry knowledge and best practices with the research team and also to the broader, overarching UX team.
Core Responsibilities
- Consults with project stakeholders to understand project and research specifications.
- Designs and participates in user experience studies to gain user insight, validate concepts and drive the development of broad-reaching user interface designs.
- Tests user responses to emerging technologies, as well as interface designs or methods.
- Translates findings and creates recommendations and requirements in the form of wireframes.
- Analyzes and integrates new and rapidly changing technologies into current and future project goals.
- Utilizes data from users and system requirements to build intuitive designs for web-based systems.
- Participates and engages in professional communities and assists department in identifying and establishing ways for improved communication, deliverables and technologies.
- Analyzes and forecasts regarding industry trends and their impact on designs and methods.
- Conceptualizes designs of UI and final interfaces and maintains the highest standards of product usability and quality.
- Consistent exercise of independent judgment and discretion in matters of significance.
- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
- Other duties and responsibilities as assigned.
Requirements:
- Degree in Psychology, Anthropology, Linguistics, Human-Computer Interaction, Human Factors, Cognitive Science or related discipline or equivalent experience. Advanced degree preferred.
- Hands-on or theoretical Human Computer Interaction and/or UX research experience that advises a detailed understanding of how to elicit user needs for technology and media products.
- Demonstrated ability to lead user research studies end-to-end, from planning, recruiting and moderating to analyzing data, detailing insights and presenting findings.
- Expertise with a range of user research methods used to gather qualitative and quantitative data (contextual interviews, participant observation, formative and summative usability testing, focus groups, card sorting, survey development, etc.)
- Experience conducting research with people with disabilities including visual, hearing, mobility and/or cognitive.
- Deep understanding of heuristics for user interfaces and accessibility standards; experience conducting accessibility evaluations
- Ability to produce top-line executive summaries of what is relevant and actionable.
- Ability to build partnerships with key stakeholders and understand and optimally communicate impact of research outcomes.
- Proven ability to self-motivate and follow-through on projects, naturally curious, able to work with minimal direction and lead research projects.
- Desire to continually stay current with technology, trends, tools and industry standards in UX, usability, accessibility and user research.
- Ability to communicate effectively and establish credibility with technical and non-technical partners including executive staff
Employees at all levels are expected to:
- Understand our Operating Principles; make them the guidelines for how you do your job.
- Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
- Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
- Win as a team - make big things happen by working together and being open to new ideas.
- Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
- Drive results and growth.
- Respect and promote inclusion & diversity.
- Do what's right for each other, our customers, investors and our communities.
Disclaimer:
- This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.
Comcast is an EOE/Veterans/Disabled/LGBT employer.
Education
Bachelor's Degree
Relevant Work Experience
5-7 Years
Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary (https://jobs.comcast.com/life-at-comcast/benefits) on our careers site for more details.