Job Description:

AT&T’s Marketing and Growth Organization’s Research, Analytics, and Insights team is seeking a Director of Customer Experience and Brand Health Research who will lead a team of managers and provide expert-level insights to AT&T’s Marketing and Operational teams. 

The Director, Customer Experience and Brand Health will be responsible for: 

Designing and managing all diagnostic and CX tracking tools related to AT&T’s Consumer Lines of Business (Mobility, Home Internet).  The Director will develop and report out on all key insights.  

Integrated Customer Insights (ICI) - which is the official consumer NPS source for AT&T’s Consumer businesses

Integrated Day in the Life (iDIL) - which provides detailed NPS diagnostics within AT&T’s customer base 

Branded Episode Trackers - provide tactical guidance to improve NPS at customers’ key “moments of truth”

Pulse Program – custom studies conducted on a variety of customer experience topics

Brand Health Tracker – which is the official source of key brand health metrics and diagnostics.

Owning NPS related ICI analytics, executed on behalf of the Customer Experience teams 

Designing and managing all diagnostic and tracking tools related to AT&T’s Brand Health and Company Purpose measurement.  This includes redesign and enhancement of the current measurement platform and practice. 

Key Responsibilities:

Develop a deep understanding of Customer Experience and Brand Health related goals, objectives, challenges, and opportunities

Directs creation and delivery of strategic Customer Experience (CX) and Brand Health related primary research insights for C-suite, Customer Experience, Brand, Marketing, and external agency audiences. Produced insights will drive cross-functional decisions and action. 

Requires expert knowledge within the marketing research field (both qualitative and quantitative approaches, sampling, and data analysis) and the ability to integrate critical information from many diverse areas.

Strong understanding of various research methodologies and advanced analytic techniques.

Craft and communicate compelling stories and narratives that drive actions and decisions among senior stakeholders.

Builds and drives the culture of collaboration between the Research, Analytics, and Impact 5team and key partners and stakeholders across the enterprise.  Serves as an evangelist for key findings and indicated actions.  Work to ensure continued alignment in direction and overcome obstacles as needed.

Manages multiple, simultaneous tracking platforms with support from outside research firms

Leads and mentors direct report team members for professional development and career path 

Position Qualifications:

Required:

Deep expertise in designing and executing primary consumer research (quantitative and qualitative): 

10+ years of hands-on experience as a Consumer Research professional

Experience assessing methodological options and recommending Consumer Research approaches that answer key business questions in a quick and cost-effective manner

Experience crafting easy to follow, “voice of the customer” centric stories for C-Suite executives that enable them to drive actions and decisioning

The successful candidate will be (or have):

A highly adaptable, innovative leader with tremendous drive and excellent organizational skills

The ability to multitask and deliver multiple simultaneous projects on time with high quality

A strong leader who can work collaboratively across teams, inspire team members, and manage senior leadership stakeholders to quickly and accurately complete deliverables

The ability to synthesize large amounts of data and extract critical insights and implications

Able to establish instant credibility, clearly communicate key insights (verbally and in writing), and, speak and act with the confidence.  The ability to influence senior leadership as well as frame discussions is critical.  

A consultative mind-set that drives all projects to impactful business decisions and action taking   

A multi-dimensional thinker who operates not only based on past experiences but stays abreast of approaches and developments occurring in the marketing research fields. 

BS/BA required or equivalent experience

Preferred:

5+ years of experience working for a 3rd Party Primary Research Provider 

Experience working effectively in a large, highly matrixed Fortune 100 company

Masters of Market Research or MBA also a plus

Broad understanding and relevant experience supporting key Marketing decisions (e.g., Brand, Positioning, Pricing, Packaging, Messaging, Advertising, and Channels) 

The position is located in Atlanta, Dallas, or Los Angeles.   Position will require 5 days a week in the office each week.   Some travel will be required.  

AT&T is an Affirmative Action/Equal Opportunity Employer, and we are committed to hiring a diverse and talented workforce.  EOE/AA/M/F/D/V

Our Director-Market Research & Analysis earn between 155,400.00 - 233,200.00 USD Annual. Not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.

Joining our team comes with amazing perks and benefits:

Medical/Dental/Vision coverage401(k) planTuition reimbursement programPaid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)Paid Parental LeavePaid Caregiver LeaveAdditional sick leave beyond what state and local law require may be available but is unprotectedAdoption ReimbursementDisability Benefits (short term and long term)Life and Accidental Death InsuranceSupplemental benefit programs: critical illness/accident hospital indemnity/group legalEmployee Assistance Programs (EAP)Extensive employee wellness programsEmployee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone

A career with us, a global leader in communications and technology, comes with big rewards. As part of our team, you’ll lead transformation surrounded by trailblazing industry leaders like you. You’ll be empowered to go above and beyond – making a difference through company-sponsored initiatives or connecting and networking through one of our many employee groups. And regardless of where you’re at in your career trajectory, you’ll be rewarded by the impact that comes with making a difference in the lives of millions.

With AT&T, you’ll be a part of something greater, do incredible things and be rewarded with a chance to change the world.

AT&T will consider for employment qualified applicants in a manner consistent with the requirements of federal, State, and local laws.

Ready to close the deal on a career with AT&T?

Apply today.

Weekly Hours:

40

Time Type:

Regular

Location:

Atlanta, Georgia

Salary Range:

$155,400.00 - $261,100.00

It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities.

Job ID R-52825-2 Date posted 02/03/2025