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Waters Principal Researcher, Experience Design in Milford, Massachusetts

Waters is on a mission to deliver business value through best-in-class customer experience (CX) excellence. While superior analytical performance remains a key feature across all of our products, customers increasingly require complete solutions that lead with ease-of-use and accessibility.

Our Experience Design Researchers investigate the unmet needs of our users to help inform the design of Waters’ next-gen products and services from concept to post-release. Utilizing our state-of-the-art Experience Design Center (XDC), we support our customer experience excellence strategy across the company.

Waters is looking for an expert Experience Design Researcher who can conduct and support customer experience research activities through the XDC. We need someone with finesse who can do their best work under deadline while driving to a set timeline of tasks. The ideal team member has deep empathy for our users and can work with diverse stakeholders to translate research insights into actionable recommendations.

As a Principal/Senior Experience Design Center Researcher, your responsibilities will include:

  • Designs research studies (usability testing, interviews, surveys, field studies, diary studies, task analyses, journey mapping sessions, card sorting, etc.) across the product development lifecycle from pre-concept to post-release

  • Executes research activities, including crafting statements of work, performing secondary research, recruiting customer participants, creating survey instruments, moderating sessions, collecting observations, managing day-of logistics, etc.

  • Analyzes quantitative and qualitative customer experience data • Creates and delivers research insights through executive summaries, reports, readouts, presentations, debriefs and follow-ups in an efficient and timely manner

  • Assists with demonstrating impact of the XDC by documenting research findings and reporting on the outcomes of research activities to management and project teams, as needed

  • Identifies the best methodologies to accomplish research goals; creates long-term research strategies

  • Drives the importance of customer voice across departments and supports other departments for CX/UX needs

  • Maintains effective, customer-service-oriented communication channels both within the team and with sponsors, stakeholders and senior management

  • Actively seeks out learning opportunities related to current and future experience design research and trends

  • Resolves problems through creative solutions which positively impact the department as a whole

  • Consulted on proposed changes to XDC research processes and templates; recognized as domain expert within the XDC. Drives process changes.

  • Demonstrates a broad understanding of customer and user experience research techniques

  • Mentors fellow XDC researchers

We'd love to hear from you if you have:

  • 5-10 years of experience designing, planning, executing and analyzing data from research studies such as interviews, surveys, usability tests, design thinking workshops, etc.

  • Expert in secondary research such as literature reviews, database searches, etc.

  • Experience with multiple customer experience / user experience research methodologies

  • Expertise in quantitative and qualitative data analysis

  • Experience presenting to leadership audiences

  • Adaptability to working in different situations and with different groups and individuals

  • Ability to balance the needs of multiple concurrent projects and work effectively with cross-functional teams

  • Ability to break down simple problems into smaller components and understand underlying issues; ability to propose creative solutions and resolve problems

  • Ability to network, collaborate and influence people within and external to the company, while maintaining a high degree of personal credibility and integrity

  • Strategy-minded; able to see the big picture and work across departments to implement win-win processes

  • Bachelor’s degree in UX Design, Industrial Design, Human Factors, Human-Computer Interaction, Anthropology, Psychology, Sociology, STEM field or relevant discipline

  • Experience within an analytical instrument/scientific software vendor

The following experience is preferred but is by not means essential:

  • Advanced degree

  • Portfolio of UX research projects

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 more than 60 years. With more than 7,000 employees worldwide, Waters operates directly in 35 countries, including 15 manufacturing facilities, with products available in more than 100 countries. Our team focuses on creating business advantages for laboratory-dependent organizations to enable significant advancement in healthcare delivery, environmental management, food safety, and water quality.

Working at Waters enables our employees to unlock the potential of their careers. Our global team is driven by purpose. We strive to be better, learn and improve every day in everything we do. We’re the problem solvers and innovators that aren’t afraid to take risks to transform the world of human health and well-being. We’re all in it together delivering benefit as one to provide the insights needed today in order to solve the challenges of tomorrow.

Diversity and inclusion are fundamental to our core values at Waters Corporation. It is our responsibility to actively implement programs and practices to drive inclusive behavior and increase diversity across the organization. We are united by diversity and 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.

UX, CX, User Experience, Customer Experience, Usability, Science, User Research


Company Name: Waters Division

External Company URL:

Street: 34 Maple Street

Telecommute: Negotiable - Flexwise

Key Words: UX, CX, User Experience, Customer Experience, Usability, Science, User Research