Waters Principal Researcher, Experience Design in Milford, Massachusetts
Waters is on a mission to deliver business value through best-in-class customer experience (CX) excellence. While superior analytical performance remains a key feature across all of our products, customers increasingly require complete solutions that lead with ease-of-use and accessibility.
Our Experience Design Researchers investigate the unmet needs of our users to help inform the design of Waters’ next-gen products and services from concept to post-release. Utilizing our state-of-the-art Experience Design Center (XDC), we support our customer experience excellence strategy across the company.
Waters is looking for an expert Experience Design Researcher who can conduct and support customer experience research activities through the XDC. We need someone with finesse who can do their best work under deadline while driving to a set timeline of tasks. The ideal team member has deep empathy for our users and can work with diverse stakeholders to translate research insights into actionable recommendations.
As a Principal/Senior Experience Design Center Researcher, your responsibilities will include:
Designs research studies (usability testing, interviews, surveys, field studies, diary studies, task analyses, journey mapping sessions, card sorting, etc.) across the product development lifecycle from pre-concept to post-release
Executes research activities, including crafting statements of work, performing secondary research, recruiting customer participants, creating survey instruments, moderating sessions, collecting observations, managing day-of logistics, etc.
Analyzes quantitative and qualitative customer experience data • Creates and delivers research insights through executive summaries, reports, readouts, presentations, debriefs and follow-ups in an efficient and timely manner
Assists with demonstrating impact of the XDC by documenting research findings and reporting on the outcomes of research activities to management and project teams, as needed
Identifies the best methodologies to accomplish research goals; creates long-term research strategies
Drives the importance of customer voice across departments and supports other departments for CX/UX needs
Maintains effective, customer-service-oriented communication channels both within the team and with sponsors, stakeholders and senior management
Actively seeks out learning opportunities related to current and future experience design research and trends
Resolves problems through creative solutions which positively impact the department as a whole
Consulted on proposed changes to XDC research processes and templates; recognized as domain expert within the XDC. Drives process changes.
Demonstrates a broad understanding of customer and user experience research techniques
Mentors fellow XDC researchers
We'd love to hear from you if you have:
5-10 years of experience designing, planning, executing and analyzing data from research studies such as interviews, surveys, usability tests, design thinking workshops, etc.
Expert in secondary research such as literature reviews, database searches, etc.
Experience with multiple customer experience / user experience research methodologies
Expertise in quantitative and qualitative data analysis
Experience presenting to leadership audiences
Adaptability to working in different situations and with different groups and individuals
Ability to balance the needs of multiple concurrent projects and work effectively with cross-functional teams
Ability to break down simple problems into smaller components and understand underlying issues; ability to propose creative solutions and resolve problems
Ability to network, collaborate and influence people within and external to the company, while maintaining a high degree of personal credibility and integrity
Strategy-minded; able to see the big picture and work across departments to implement win-win processes
Bachelor’s degree in UX Design, Industrial Design, Human Factors, Human-Computer Interaction, Anthropology, Psychology, Sociology, STEM field or relevant discipline
Experience within an analytical instrument/scientific software vendor
The following experience is preferred but is by not means essential:
Portfolio of UX research projects
Waters Corporation (NYSE: WAT), the world's leading specialty measurement company, has pioneered chromatography, mass spectrometry and thermal analysis innovations serving the life, materials, and food sciences for more than 60 years. With more than 7,000 employees worldwide, Waters operates directly in 35 countries, including 15 manufacturing facilities, with products available in more than 100 countries. Our team focuses on creating business advantages for laboratory-dependent organizations to enable significant advancement in healthcare delivery, environmental management, food safety, and water quality.
Working at Waters enables our employees to unlock the potential of their careers. Our global team is driven by purpose. We strive to be better, learn and improve every day in everything we do. We’re the problem solvers and innovators that aren’t afraid to take risks to transform the world of human health and well-being. We’re all in it together delivering benefit as one to provide the insights needed today in order to solve the challenges of tomorrow.
Diversity and inclusion are fundamental to our core values at Waters Corporation. It is our responsibility to actively implement programs and practices to drive inclusive behavior and increase diversity across the organization. We are united by diversity and thrive on it for the benefit of our employees, our products, our customers and our community. Waters is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or protected Veteran status.
UX, CX, User Experience, Customer Experience, Usability, Science, User Research
Company Name: Waters Division
External Company URL: www.waters.com
Street: 34 Maple Street
Telecommute: Negotiable - Flexwise
Key Words: UX, CX, User Experience, Customer Experience, Usability, Science, User Research