Waters Corporation

  • Experience Design Specialist

    Req. #
    9358
    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 processes to drive to superior customer excellence 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 is looking for an experience design specialist to support and evangelize the customer excellence strategy across all of our products, services and solutions.  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.  As a key member of the Customer Experience team, the experience design specialist will lead coordination efforts to ensure that priority CX initiatives are effectively planned, managed and executed. The experience design specialist will work with project teams all over the organisation to provide support and advocate on behalf of our customers to ensure we are building optimum customer and user experiences. They must have the skill to utilize people and business data to consult with business leaders and address structural, performance, organizational and leadership issues that impact the overall customer experience. They must be able to identify actions that will have a measureable positive impact on business results.  The specialist will also work within the new state of the art Customer Experience Design Center (XDC) to support the customer excellence strategy across all of our products, services and solutions.

    Responsibilities

    • Manages multiple tasks simultaneously in a fast paced, high volume environment, with minimal supervision and high attention to detail
    • Works on strategic initiatives
      • Evangelizes the Experience Design Center, a new state-of-the-art facility where users can interact with our products in a monitored yet natural-looking environment
      • Supports and helps lead the implementation and execution of company-wide and customer experience strategies
    • Develops customer-focused output
      • Advocates for the importance of customer voice across departments and supports other departments in CX needs
    •  Generates journey maps weighing strengths and weakness of current solutions
    • Identifies all touch points of customers interfacing with our products
    • Manages corporate personas
    • Collaborates with others
      • Serves as Customer Experience liaison and advocate for project teams throughout the organization
      • Maintains effective communication channels both within the team and with sponsors, stakeholders and senior management
      • Works with Waters product process project teams to optimize the customer experience for system solutions by providing customer experience design feedback and recommendations

    Qualifications

     

    • Bachelor’s degree in Human-Computer Interaction, Human Factors, customer experience, marketing or relevant discipline
    • 3+ years experience with testing, execution, and analysis of users (both qualitative and quantitative) in order to gain insight
    • 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
    • Adaptability to working in different situations and with different groups and individuals
    • Ability to balance needs of a large number of concurrent projects and work effectively with cross-functional team
    • Ability to identify the best methods to accomplish research goals
    • Demonstrated knowledge of CX/UX methodologies
    • Strong written, verbal, and PowerPoint communication skills, especially with development teams
    • Sense of humor and collaborative attitude
    • Strongly Preferred:
      • 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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