We're looking for an eager, smart, and passionate professional to be part of an exciting transformation of IBM’s Digital Experience. Total Customer Experience (TCX) is a new discipline within IBM Digital Business Group designed to close the gap between customers’ expectations and the experiences IBM now delivers to them. Our mission is to nurture and activate a customer-centric culture, with common methods and practices, across IBM offering and digital teams worldwide. We are a key part of IBM’s company-wide transformation and are driving a customer-centric culture that is agile, data-driven and holistic. As a User Researcher, you will play a critical role in the next phase of IBM’s digital evolution and growth strategy by joining a cross-functional team of diverse and highly skilled professionals which will include developers, designers, data analysts, strategists, UX architects and agile coaches. You will have a deep understanding of a wide variety of user research methods, and the ability to communicate effectively with teammates, stakeholders, and leadership while defending your findings with data. The team will be co-located in the IBM Studio at Astor Place – in the heart of New York’s Silicon Alley. We value creativity, collaboration, good fun, and a passion for digital experiences. Job Duties:
Gather insights about users from a variety of research methods, including surveys, interviews, diary studies and usability studies.
Synthesize these insights with information gathered from analytics and measurement tools (traffic data, clickstream analysis, customer satisfaction data, etc.)
Distill project goals and research questions into well thought-out research plans.
Plan and conduct practical and impactful research throughout the entire product cycle.
Analyze qualitative and quantitative results and convey those insights to the appropriate people in the most engaging and actionable manner.
Work closely with other insights teams to tell a cohesive story about our customers.
Act as an internal evangelist for customer and user research.
5+ years of experience in user research, usability testing, or user-centered interface design.
Experience with ethnographic research.
Experience with digital analytics tools and measurement.
Hands-on experience conducting UX Research studies and usability tests.
Excellent communication, presentation, interpersonal and analytical skills; the ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization.
Excellent degree of empathy, great moderation skills and ability to read between the lines.
Deep knowledge of agile principles and practices.