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Job Details

Verizon Communications Inc

User Experience Research Senior Manager, Latino Shopper Insights


Development Manager


Charlotte, North Carolina, United States

When you join Verizon

Verizon is one of the world's leading providers of technology and communications services, transforming the way we connect around the world. We're a human network that reaches across the globe and works behind the scenes. We anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together-lifting up our communities and striving to make an impact to move the world forward. If you're fueled by purpose, and powered by persistence, explore a career with us. Here, you'll discover the rigor it takes to make a difference and the fulfillment that comes with living the #NetworkLife.

What you'll be doing...

As a Senior Manager, Latino Shopper Insights, you will be a core member of the team focused on the Retail portfolio; supporting a division of the Verizon Consumer Group focused on marketing to our local regions and key growth segments. You will develop and execute in-language, in-culture research programs to reveal Latino customer needs and expectations, from defining new experiences to delivering solutions that satisfy and delight our Spanish-speaking customers. The work you will do will inspire us to bring the best culturally relevant solutions and retail experiences to Spanish-speaking consumers.


  • Uncover insights about how to improve and transform Verizon's customer experience, specifically for the U.S. Latino market.
  • Partner with leaders to understand key business issues and customer challenges.
  • Design and conduct in-depth research (e.g. user interviews, field studies, journey mapping, concept testing, shop-alongs, etc.) to deeply understand Latino segment needs and behaviors.
  • Develop screening criteria, research plans, discussion guides, questionnaires, and other research deliverables and activities for each stage of insight (in English and Spanish).
  • Moderate focus groups, shop-alongs, IDIs, and workshops in Spanish.
  • Mine syndicated and secondary research and data sources to add to our custom work.
  • Synthesize findings to form insights and build compelling stories that drive impact.
  • Present actionable recommendations to leaders and influence decisions across cross-functional teams.
  • Partner with marketing and product teams on strategic marketing planning including identifying promotional opportunities and new ways of communicating with Latino shoppers.
  • Be the champion of the Latino customer and provide unique insights and cultural perspectives into their experiences and perception of the brand.
  • Manage research agency partners and research projects from scoping to delivery.
  • Manage the participant experience to ensure they are comfortable, maintain confidentiality, and handle note-taking and video responsibilities.

What we're looking for...

You'll need to have:
  • Bachelor's degree or four or more years of work experience.
  • Six or more years of relevant work experience.
  • Experience with user research methods (usability testing, user interviews, diary studies, etc.) for the online path-to-purchase insights.
  • Experience working at a brand or partnering closely with a client that serves the Latino segment and works with a regional marketing approach.
  • Fully bilingual in English and Spanish.

Even better if you have one or more of the following:
  • Bachelor's or Master's degree in Human Factors, Psychology, HCI/Computer Science, Sociology, or a related field.
  • Experience with user research methods used within the brick-and-mortar retail space, such as shop-alongs and retail ethnographies.
  • Experience moderating field studies, shop-alongs, user interviews, and usability studies in in-person and remote testing environments in Spanish.
  • Experience defining and planning the approach and methodologies in the context of project scope and timeline.
  • Experience with secondary data, trends, and learnings.
  • Experience demonstrating UX Research impact, including driving business and product decisions through UX Research.
  • Experience in localized or regional marketing or market research.
  • Experience at or working alongside a research agency or related vendor.

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don't meet every "even better" qualification listed above.

Where you'll be working

In this remote role, you'll work from home with occasional in-person trainings and meetings.

Scheduled Weekly Hours

Equal Employment Opportunity

We're proud to be an equal opportunity employer - and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefits, short term incentives, 401(k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance and tuition assistance, plus other incentives, we've got you covered with our award-winning total rewards package. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

If you are hired into a California, Colorado, Connecticut, Hawaii, Nevada, New York, Rhode Island or Washington work location, the compensation range for this position is between $122,000.00 and $227,000.00 annually based on a full-time schedule. The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part time roles, your compensation will be adjusted to reflect your hours.YmJnZW5lcmljLjc1NzEyLjEzMTgzQHZlcml6b253b3JrZGF5LmFwbGl0cmFrLmNvbQ.gif