Specialist 2, User Exp-Design Researcher

Comcast brings together the best in media and technology. We drive innovation to create the world's 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's Frontline Tools, Technology, and Quality team is transforming how Comcast handles customer experiences across all channels. Our goal is to transform customer service through innovative approaches, empathetic design, and operational efficiency for Comcast agents, technicians and the customers who rely on them. This role will be accountable for researching and helping define user experiences to support the strategy of product user interface designs for our entire customer frontline workforce with a strong emphasis on accessibility.    

As a Specialist User Researcher, you'll work closely with product managers, designers, stakeholders, and frontline agents throughout the product development lifecycle. Typical activities include user experience research, accessibility testing, implementing and sharing best practices, and supporting accessibility efforts as a Subject Matter Expert (SME).

You will help drive research projects to build empathy and inform product strategy, validate the design direction, and uncover opportunities to improve our frontline products and services across multiple platforms. Integrating knowledge of business and functional priorities, you will be a key contributor in a complex and crucial environment.

You will be an ambassador of accessibility by collaborating with product teams and technology partners to ensure we are building inclusive and accessible designs. You will stay up to date on current standards in accessibility and use your knowledge to keep educational documentation and guides available for the design team.

You will help teams iterate on designs and experiences through the product lifecycle from early discovery stages all the way to delivery of clear, usable, useful and desirable products in support of our vision.

Job Description

Core Responsibilities

• Drive research initiatives on a specific product or product area connecting to the broader product vision.

• Demonstrate a command of usability and accessibility standards in partnership with interface design disciplines and principles.  

• Develop and conduct user experience studies to gain user insights, validate concepts, and drive the development of broad reaching user interface designs.   

• Develop new research and test theories that lead to alternative, leading-edge solutions. 

• Integrate user research findings into product strategy.    

• Champion efforts to ensure inclusive and accessible designs. 

• Partner closely with designers, product managers and other strategists to identify the opportunities of our frontline workforce tools.     

• Collaborate with project stakeholders to understand business goals and roadmaps, and to identify and frame opportunities for research for the product strategy, user, and internal capacity.   

• Facilitate research debriefs, brainstorming exercises, and other workshops that utilize design thinking approaches to fuel ideation and evaluate product design.  

• Review competing products and recommend solutions that differentiate our organization's products from those of competitors.  

• 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.

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 Syste