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Design Researcher/Service Designer
Austin, TX

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Job Description

Job Description

IBM Support Transformation is redefining the next-generation support experience across all of our products. Our goal is to ensure that all customers, employees, partners and advocates receive consistent, current, and accurate answers to their questions - with decreased effort and increased relevance - at every touch point of their journey with IBM Support.

* Create world-class customer experiences and beautiful visuals that support and reinforce IBM vision, brand and business objectives across all IBM product and platforms
* Provide strategic guidance to all product teams horizontally across the organization
* Evangelize a clear vision of best-in-class designs to senior executives
* Balance the needs and goals of the various IBM Support Transformation initiatives (both business and technical objectives) - without sacrificing the service design and user experience of Support.
* Lobby for and plan validation activities to ensure a delightful user experience and service design
* Promote positive collaboration across multi-business unit disciplines regularly (UX, Visual, Technology, Research, OM) throughout each phase of product release cycles
* Participate in the generation of personas, storyboards, scenarios, mood boards, and icons
* Contribute to and evolve the IBM Support Transformation design language and pattern library
* Understand, prioritize and solve for user needs accurately and holistically
* Craft user experience engagements that exceed customer expectations by partnering with key product stakeholders to understand and support product business goals, advocating user centered design industry best practices
* Craft user-centric experiences derived from generative and evaluative user research insights
* Translate concepts into designs that illustrate simplicity despite system complexity
* Facilitate IBM Design Thinking workshops with broader team and / or customers
* Leverage user research insights in all solutions and articulate logic, process and decision-making rationale in their work to the broader team
* Practice IBM Design Thinking in proper context to solve for user needs and bring a product vision to life
* Communicate the intended experience through artifacts such as concept maps and models, storyboards, wireframes, taxonomies, workflows and design specification
* Collaborate closely with product managers and development to take projects from business requirements to general availability
* Defend design choices using previous user research, heuristics and usability standards

All opportunities are based in Austin, TX, offsite candidates will not be considered. Relocation assistance is a possibility.

Required Technical and Professional Expertise

Required Technical & Professional Experience:

* BS in Design-related Field, Human Computer Interactions, Research or CS with design inclination
* Ability to lead, execute and manage delivery of concurrent projects
* Several years' experience in user research and/or service design
* Comfort with people - ability to listen well and converse well with people is a must
* Knowledge of Enterprise Design Thinking is a must
* Experience with creating storyboards, wireframe and high-fidelity deliverables
* 5+ years' experience creating large scale enterprise application interfaces or large scale websites
* Successful track record leading interdisciplinary teams (Service/UX Design, Visual Design, Research, Development)
* Ability to clearly communicate and present to peers, senior stakeholders
* Ability to lead conversations with non-designers
* Ability to lead and multi-task across simultaneous projects

Preferred Tech and Prof Experience

* Creative and strategic thinker, able to develop innovative solutions to problems and leading-edge design
* Hands-on expertise in use case development, storyboarding, mock-ups and highly interactive prototypes
* A strong understanding of front-end technologies and the software development lifecycle
* Open to feedback and knows how and when to defend design choices
* Readiness to travel 5-15% annually

EO Statement

IBM 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, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Preferred Education: Bachelor's Degree Commissionable: No

Key Job Details

* Country:US
* State:TEXAS
* Category:Design & Offering Management
* Required Education:Bachelor's Degree
* Position Type:Professional
* Employment Type:Full-Time
* Contract Type:Regular
* Req ID:227356BR
* Location:AUSTIN, TX US

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