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IBM TSS Services Senior User Experience Designer in San Jose, California


Thomas J. Watson said it best: “Good design is good business.” Visualization is critical to discovering data-driven insights and effectively communicating that knowledge to others. Designers at IBM work to create experiences that work together, work the same, and work for our clients. Does the thought of creating the platform at the heart of solutions like Watson, Blockchain, IoT, and Security excite you? If so, read on!

Your Role and Responsibilities

Technology Support Services' (TSS) mission is to provide IT customers with an integrated support strategy that enables them to streamline support for all of their hardware and software needs by reducing complexity, decreasing costs, and ensuring high availability.

TSS has an exciting opportunity for a Senior UX Designer to lead the design and research team in crafting the experience for hundreds of customers around the world. We are looking for an experienced and highly motivated Designer who is passionate about ideas, branded experiences, and sophisticated design.

As the IT support space continues to evolve, we foresee AI will play a key role in improving the support experience for our clients. The position will help develop an understanding of how AI can be utilized to elevate the customer support experience from reactive to proactive and predictive monitoring.

This role will participate and help guide the research associated with creating new platforms and services. Additionally, this Senior Designer can take widespread problems and high-level user needs and transforms them into meaningful products our users care about.

As a newly created team, you will have a direct say in the hiring of future designers, influencing the culture of this team from the onset.

As of TSS Services Senior User Experience Designer, you will:

  • Shape the strategy - Set high-level design goals to ensure a consistent and engaging experience. Analyze complexity, simplify workflows, and identify the right problems to solve.

  • Drive alignment - Collaborate with designers, developers, marketers and offering managers to drive a shared understanding of user’s needs and behaviors

  • Design - Translate research into outstanding user experiences, stewarding design from concept to final code. Creation of crucial UX artifacts such as concept maps, storyboards, taxonomies, prototypes, patterns, information architecture, workflows, and design specifications

  • Communicate - Develop and playback interaction concepts to the broader team and be able to defend design choices. Employ prototypes at different fidelities to communicate design intent throughout the delivery

  • Manage the day to day - Break down and prioritize design projects into tasks, using agile methodologies. Rally a team towards the completion of a goal through roadmaps, deadlines, and stakeholder alignment

  • Mentor and critique - Review designs of the multi-skilled design team, improving the work while growing the designers

  • Advocate - Facilitate Enterprise Design Thinking in everyday work, internal workshops and client meetings to advocate for human-centered design

Required Technical and Professional Expertise

  • 4+ years of work experience as a user experience designer

  • Proven ability delivering exceptional user-centered outcomes to market

  • Experience in Design Thinking and Agile methodologies

  • Excellent communication skills

  • Team player, self-starter, and organized

  • Result oriented

Preferred Technical and Professional Expertise

  • Understanding of modern design thinking and design trends

  • Understanding of TSS Services

  • Degree in a design field or Computer Science or Human-Computer Interaction or equivalent

About Business Unit

At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you!

Your Life @ IBM

What matters to you when you’re looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.

About IBM

IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.

Location Statement

For additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBM

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.