[Job] Design Positions in Telefonica I+D (Spain) – CUSTOMER/USER EXPERIENCE SENIOR RESEARCHER

CUSTOMER/USER EXPERIENCE SENIOR RESEARCHER

Telefonica I+D Background

Telefonica I+D (TID) is the research and development company of Telefonica. Telefonica is an internationally integrated Telco who is ranked number 1 based on size of customer base. It is also ranked as the largest European Telco based on market capitalization. Telefonica remains one of the top 30 Innovation companies in the world.

TID was founded in 1988 in Madrid, and now has research centers in Grenada, Barcelona, London and Brazil. TID is committed to producing innovative products and services that make a difference. During the last several years, TID has embraced innovation methodologies to drive customer centric innovation. These methodologies include generating customer insights, concept ideations and evaluations, rapid prototyping, agile development processes and on-going engagement with customers.

Interaction designers, visual designers, design thinkers and researchers have become critical to the successes of TID products and services. In 2011, we continue growing the User Experience Design team with top design and research talent.

Opportunity

The research candidate needs to have experience in a range of research methods to be able to develop deep understanding and insights into customer habits, motivations, needs, mind sets, behaviours and more, to understand the ‘whys’ behind customer observations. Such methods include: ethnographic and observational techniques, photo diary studies, participatory design practices, use of analytic and statistical tools, and facilitating group discussions.

The candidate must be able to translate the observations and understanding into customer insights, strategic product and service opportunities, use cases, and service ideas that can drive TID’s product and service innovations. They need to be able to summarize customer profiles and insights for different initiatives, sometimes in the form of personas, to allow project teams to continue to ground product and service ideas and decisions in customer needs.

The candidate must be an expert regarding innovation methodologies and techniques, as well as usability practices. They need to have deep understanding of product development and user experience design, and collaborate closely with design strategists, interaction designers and visual designers to create strategically relevant and innovative products and service ideas and solutions. They will be in charge of leading complex initiatives through ideation and conceptualization phases around a specific topic or area. They will collaborate with an interdisciplinary team of designers (interaction and visual), business owners, business partners, marketers and technologists in the definition, development and review of services and user interfaces.

In addition to leading insights initiatives, the candidate will need to lead participatory design studies, provide heuristic evaluation; complete usability studies and participates in translating user insights into user experience artifacts. Most importantly, they need to be able to lead workshops and group discussions.
Responsibilities

• Strategize innovation and initiative projects.

• Interface with stakeholders and teams to determine best Insights&Ideation approach for innovation projects; and plan research approach for defined products and services.

• Conduct research studies applying a wide range of user research techniques: focus groups, ethnographic interviews, diaries, etc.

• Facilitate brainstorms and work sessions using a range of innovation techniques and methods.

•Provide deep understanding and expertise for cross-platform user experiences including desktop applications, web, mobile computing, TV interfaces, and emerging interaction models (touch screens and multi-touches, immersive interfaces, etc.).

• Develop strategic research finding reports that clearly elaborate the customer opportunity, the business opportunity and the innovation opportunity. Create models of the findings that are actionable for teams.

• Adapt research methods to different project needs and situations.

• Basic interaction and visual design knowledge.

• Create new research methods and metrics for emerging technologies and situations.

• Ensure integrity of research insights are maintained through iterative concept and product development cycles.

• Engage in research community to share learning and to continuously evolve understanding of social theories, trends, cultural behaviours and implications of technology

• Manage key stakeholder relationships.

Qualifications

• 8+ years as researcher, working in interdisciplinary environment and on a wide range of products and interfaces.

• Proven record for creating valuable customer insights that have led to valuable and innovative product ideas and concept.

• Passion for understanding customers and their needs; skilled in engaging with them.

• Possess current knowledge of social theories and trends; continuous engagement in the scientific community to advance our team knowledge and ability to generate insights.

• Experience supporting product development teams with customer engagement through product or service launch.

• Experience working with business metrics to devise product strategies.

• Leadership skills in managing projects and interdisciplinary workshops and discussions.

• Excellent problem solving skills, thinking beyond the familiar, and comfortable with ambiguity.

• Great analysis capacity.

• Team player and excellent communicator.

• Familiarity with Agile development methodologies (SCRUM).

• Knowledge of usability standards such as ISO-9241-11.

• Strong skills in statistics (descriptive statistics, benchmarking, predictive modelling adjustment, etc.), and management of statistical packages.

• Experience in training others in research methods.

• MS in Psychology, Sociology, Linguistics or related study.

• Work and research samples required.