UX Researcher

Introduction
Thomas J. Watson said it best: “Good design is good business.” Designers at IBM work to create experiences that work together work the same and work for our clients. Does the thought of creating the platform at the heart of solutions like Watson Blockchain IoT and Security excite you? If so read on!

Technology Lifecycle Services (TLS) provides clients trusted IT infrastructure support and services that streamlines their needs by reducing complexity decreasing costs and ensuring high availability. We are focused on a holistic view of our clients through our integrated data center strategy where AI-driven automation plays a critical role in speed efficiency and differentiation.

TLS has an exciting opportunity for a UX Designer to join our team crafting the experience for thousands of customers around the world. We are looking for a highly motivated Designer who is passionate about transformative ideas compelling experiences and sophisticated design.

AI will play a key role in improving the support experience for our clients. This position will help develop an understanding of how AI can transform the customer support experience through a human-centered approach. Areas of investigation using AI will range from designing more insightful proactive and predictive monitoring to delivering delightful AI assistant experiences for clients support agents and other users.

As a budding team you will be part of shaping the direction of design in TLS and making a mark on highly valued and anticipated solutions.

Your Role and Responsibilities
UX Researchers conduct research to understand user needs behaviors and motivations. They use various methods such as interviews surveys observations and usability testing to gather data. Based on this data they generate insights and make recommendations to inform the design and development of digital products and services.
• Design and conduct user research to gather insights for new product and concept developments
• Identify the best research method based on goals and resources
• Responsible for all aspects of research (planning recruiting moderation analysis reporting) for both generative (participatory design) and evaluative (usability testing) research
• Employ a variety of user testing methodologies to reveal actionable customer insights
• Comfortable working with data from gathering and analysis through to design and presentation
• Model insights gained from user research into formats to enhance organizational understanding of our users – such as personas and user journey maps
• Collaborate with cross-functional team to turn user data into actionable product/service requirements that feed into prototype development and influence product direction
• Present findings and related design/business recommendations and customer insights to stakeholders
• Promote user centered design principles and best practice across the organization

Required Technical and Professional Expertise
• Experience with IBM Design Thinking and workshops
• Excellent communicator with strong interpersonal skills confident working within a cross-functional team and various levels
• Pragmatic and adaptable with the ability to deal with ambiguity and effectively manage through conflict
• Experience conducting user interviews developing and conducting usability testing session
• Experience analyzing both quantitative and qualitative data to produce UX recommendations
• Ability to communicate user needs-based rationale to senior stakeholders and act as a persuasive advocate for those needs
• Interest in areas such as customer service product and service design and AI
• Portfolio of recent and relevant examples of hands-on experience
• Fluent English

Preferred Technical and Professional Expertise
• Experience with IBM Design Thinking and workshops