Comcast Careers

Lead Voice Researcher

Philadelphia, PA
Telecommunications (Telecommunications)


Job Description

Business Unit:

Comcast is looking for an enthusiastic Lead User Researcher to support our highly respected internal user research practice, leading both generative and evaluative research activities with a key focus on development of our voice control products. This is a fantastic opportunity to join a well-respected and collaborative in-house research team, translating insights to highly engaged and motivated stakeholders within a major corporation while working on products and services that impact millions of customers.

The Technology, Product & Experience (TPX) Research team employs a variety of techniques including usability testing and customer interviews in our Comcast Technology Center labs, field research in customers' homes, remote testing, surveys, industry research reviews and more to gather data and develop insights critical to improving our customers' experience with our products. We work closely with experience design, product, business and engineering teams to identify opportunities for research. Our work touches multiple platforms including digital interfaces (online, mobile and TV), voice control, physical and printed materials, hardware and service design.

RESPONSIBILITIES:

User Research Leadership (15%) Actively participate in the development and execution of a 3-6 month research roadmap in support of our voice control products that includes both generative and evaluative research activities. Foster relationships with design and product leadership and practitioners to inform the voice control research roadmap. Collaborate with Sr. Manager on resourcing for execution of roadmap and assist with oversight and mentorship of junior research staff as needed.

User Research Facilitation and Synthesis (80%) Partner with 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 customers including: o Discussion guide development, participant recruitment, and preparation of testing materials and prototypes by other teams. o Facilitate and observe studies in our in-house user research labs and in the field to gain first-hand knowledge of user behaviors.
o Analyze findings and synthesize findings with analytics, past relevant research, market research and other secondary sources to strengthen and reinforce the output of studies. o Translate research insights into actionable recommendations and direction. Perform activities such as heuristic reviews, industry and market research summaries and competitive reviews. Deliver data and insights from all activities and studies in presentations and readouts. Contribute to development of UX models and frameworks based on direct user evidence. 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.

Research Practice Development (5%) Contribute to a team toolkit of research methods, techniques and publications that showcase subject matter expertise. Optimize and maintain work processes, models, materials and equipment (hardware and software) by reviewing their effectiveness with each study and recommending updates. Maintain currency with the UX research field; share industry knowledge and best practices. Ensure a positive, collaborative cross-functional team atmosphere.

EXPERIENCE REQUIRED:

Degree in Psychology, Anthropology, Linguistics, Human-Computer Interaction, Human Factors, Cognitive Science or related discipline or equivalent experience. Advanced degree in Linguistics preferred. 6-8 years experience planning, conducting, analyzing and reporting on user studies for discovery and evaluation; comfortable facilitating interviews. Expertise with a range of user research methods used to gather qualitative and quantitative data (discovery & strategic research, contextual interviews, formative and summative usability testing, focus groups, card sorting, survey development, secondary research analysis, competitive analysis, etc.) Experience with discourse analysis and other linguistic analysis methods preferred. Experience with remote usability tools such as usertesting.com or UserZoom a plus. Familiarity testing with prototypes (rough drafts and sketches, paper prototypes, working prototypes) and live builds. Experience with rapid, iterative prototype testing is a plus. Deep understanding of heuristics for user interfaces and experience conducting heuristic evaluations. Analytical problem-solving skills, outstanding writing and presentation skills; comfortable presenting to a group. Experience with MORAE, Adobe Creative Suite, Microsoft Office; experience with rendering and editing video a plus. Ability to organize and prioritize while working on multiple, simultaneous projects of varied size and complexity. Desire to continually stay current with technology, trends, tools and industry standards in UX, usability and user research.
Experience in Information Architecture a plus. Experience in customer-facing digital media projects a plus.

OTHER REQUIREMENTS: Flexible hours (evenings/weekends) will be occasionally required to conduct user sessions.





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