Customer Research Specialist

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Madrid (España)
Telefonica Innovation
(a través de LinkedIn)

Telefónica I+D is deepening its investment in developing early-stage, innovative and customer-centric solutions across a broad range of B2B and B2C areas, channels and customer touch points. To champion this effort, we are looking for an experienced Customer Researcher to join the UX Innovation team. The researcher will be part of a UX team that collaborates with a multi-disciplinary team of product managers, engineers and others.

We're searching for someone who lives for innovation and working with emerging technologies and undefined markets and customers. As this role is focused on early-stage investment, the ideal candidate will demonstrate an intense curiosity and passion for identifying emerging and often unarticulated customer and market needs as well as an ability to think holistically about the solutions implied by those needs. Additionally, an ideal candidate should be willing to periodically change the focus of his/her work by leaving behind “graduating” innovations and take on new, often dramatically different, innovation challenges. This role requires a start-up mentality.

Note that while Spanish is often the working languages, a good level of spoken and written English is a must.


Since this team focuses on early-stage innovation, you will plan and conduct UX research to identify latent needs, problems and motivations of potential customers in undefined markets. You should drive the discussions about the key hypotheses to research, and define rigorous and sometimes creative ways to answer those hypotheses. The research must balance thoroughness with speed – delivering research results must support the short iterative cycles necessary for early stage innovation.

Among other activities, you will:

  • Plan and conduct research studies applying a wide range of user research techniques: focus groups, ethnographic interviews, diaries, co-creation, usability testing, A/B testing, analytics, etc.
  • Based on research, define workflows and roles to define the requirements for the service and its logical and organizational structure.
  • Contribute to solution conceptualization: prototyping, scenario creation and manipulation, use cases, mental models, and other techniques for grounding service ideas and exposing them to both stakeholders and users.
  • Define possible service scenarios, study and describe use cases that help the team conceptualize possible solutions
  • Continuously share the “voice of the customer” so that the integrity of research insights are maintained through iterative concept and product development cycles. Excellent public speaking and presentation skills are critical.


  • Team contributor and excellent communicator
  • Passion for understanding customers and their needs; and skill in engaging with them
  • Excellent problem solving skills, thinking beyond the familiar, and comfortable with ambiguity
  • Great analysis and synthesis capacity
  • Strong skills in statistics (descriptive statistics, benchmarking, predictive modelling adjustment, etc.), and management of statistical packages
  • High level of English and Spanish speaking and writing to be able to facilitate sessions in both languages. Fluency in Brazilian Portuguese will be valued.


  • 5+ years as researcher, working in interdisciplinary environment and on a wide range of products and interfaces
  • Working in early-stage innovation projects and/or having conducted research in a start-up environment
  • Can demonstrate creating valuable customer insights that have led to valuable and innovative product ideas and concept
  • Working in a rapid application development environment using appropriate tools and techniques.
  • Supporting product development teams with customer engagement through product or service launch
  • Experience working with business metrics to devise product strategies
  • Expert knowledge of emerging technologies, tools, platform constraints Familiarity with Agile development methodologies (SCRUM) and Lean methodologies

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