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.

While the team is open to other office locations, the preference is that team members will sit in the Philadelphia office 4 days a week with their peers.

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 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.
• Support a culture of inclusion in how you work and lead.
• 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.

Skills

Design, Qualitative User Research, User Experience (UX) Research

Compensation

This job can be performed in Colorado, Illinois, Maryland, and Minnesota with a Pay Range of $79,135.20 - $130,573.08

Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience. The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

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 to eligible employees.  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 on our careers site for more details.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Certifications (if applicable)

Relevant Work Experience

2-5 Years

Comcast is an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.