UX Researcher

at  IBM

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

About Business UnitIBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world’s most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.
Your Life @ IBMIn a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
Are you ready to be an IBMer?
About IBMIBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.
Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.
At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
Location StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.
Being You @ IBMIBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status

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