Waters Corporation

  • Senior Experience Design Researcher

    Req. #
    9357
    Company Name
    Waters Division
    Category
    Research and Development
    Location
    US-MA-Milford
    Type
    Regular Full-Time
  • Overview

    With ease of use and customer experience excellence becoming more and more of a differentiating factor, Waters is on a mission to change our culture and provide superior customer experience across all of our products, services, and solutions.  While traditional analytical ‘performance’ remains a key attribute, increasingly users require more complete solutions that offer accessibility, dependability and deployability that ultimately deliver differentiated business value.  Many factors are catalyzing these changes in requirements; some examples in the broader business environment include:

     

    • Deskilling of workforce: Fewer experienced/qualified scientists who are able to effectively adopt/utilize LCMS based solutions 
    • Increasing regulatory requirements (leading to increased need for advanced characterization/analytics) e.g. Increasing rigor required to commercialize therapies, increasing regulation associated with global food commerce

    Waters has recently opened a state of the art Customer Experience Design Center (XDC) to support the customer excellence strategy across all of our products, services and solutions. This enables us to observe how users interact with our products in a monitored yet natural-looking environmentWaters is looking for an experienced and passionate researcher who can design, develop, execute and support customer experience activities through the XDC.  We need someone with finesse and a leaders’ voice who can do their best work under deadline whilst driving a complex set timeline of tasks. 

    Responsibilities

    • Experience executing a variety of qualitative and quantitative research methods and the ability to identify best method to accomplish research goals
    • Designs research activities (usability tests, interviews, surveys, etc.), including selecting the type of activity, developing a plan of action, and writing a test script
    • Executes research activities, including facilitating the activity and writing down observations on customer and product experiences
    • Reports on the outcomes of research activities, including writing reports and communicating results to the activity team
    • Creates and delivers post project executive summaries, retrospectives, surveys and follow-ups
    • Works closely with experience design project manager
    • Maintaining effective communication channels both within the team and with sponsors, stakeholders and senior management
    • Advocates for the importance of customer voice across departments and supports other departments in CX needs
    • Maintains effective communication channels both within the team and with sponsors, stakeholders and senior management

     

    Qualifications

     

    • Bachelor’s degree in Human-Computer Interaction, Human Factors or relevant discipline
    • 5+ years experience designing, planning, executing and analyzing a variety of qualitative and quantitative research methods with users, such as usability tests, interviews, tree testing, surveys, card sorting, etc.
    • Ability to identify best methods to accomplish research goals
    • Demonstrated knowledge of CX/UX methodologies
    • Ability to analyze data, write up results and present insights 
    • Strong proven written, verbal and PowerPoint communication skills, especially within a CX team setting
    • Enthusiasm for helping to drive a culture shift
    • Ability to network, collaborate and influence people within and external to the company, while maintaining a high degree of personal credibility and integrity
    • Leadership experience of giving people a clear direction and purpose
    • Adaptability to working in different situations and with different groups and individuals
    • Ability to balance the needs of a large number of concurrent projects and work effectively with a cross-functional team
    • Strongly Preferred:
      • Industry certification in customer experience or user experience
      • Experience within an analytical instrument/scientific software vendor

     

    Company Description

    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 60 years. With approximately 7,000 employees worldwide, Waters operates directly in 31 countries, including 15 manufacturing facilities, and with products available in more than 100 countries.

     

    Waters Corporation's businesses include Waters, TA Instruments, VICAM, ERA, and Nonlinear Dynamics.

     

    Waters creates business advantages for laboratory-dependent organizations by delivering ultra performance liquid chromatography (UPLC), high-performance liquid chromatography (HPLC), chromatography columns and chemistry products, mass spectrometry systems, laboratory informatics solutions, and comprehensive service programs to enable significant advancement in healthcare delivery, environmental management, food safety, and water quality.

     

     

    Diversity and inclusion are fundamental to our core values at Waters Corporation. Celebrating diversity is important to us. We 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. 

     

    Key Words

    Customer experience, user experience, researcher, experience design, Customer experience design center, CX/UX

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