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Pitney Bowes Senior Design Researcher - Remote Opportunity in Hartford, Connecticut

At Pitney Bowes, we do the right thing, the right way. As a member of our team, you can too.

We have amazing people who are the driving force, the inspiration and foundation of our company. Our thriving culture can be broken down into four components: Client. Team. Win. Innovate.

We actively look for prospects who:

• Are passionate about client success.

• Enjoy collaborating with others.

• Strive to exceed expectations.

• Move boldly in the quest for superior and best in market solutions.

Job Description:

We are seeking a Senior Design Researcher to help drive a human-centered culture transformation.

Experience Design at Pitney Bowes

At Pitney Bowes we are committed to creating exceptional client experiences aligned to our brand promise. The Experience Design team, with strong support from Pitney Bowes leadership, plays an important role in driving a client-obsessed culture across Pitney Bowes. We collaborate with multidisciplinary teams to innovate exciting products, services, and experiences. We’re embedded across the business so we can be involved with projects very early on and at every stage of the process. Our team members’ work is highly valued and respected across Pitney Bowes as well as externally by organizations such as the Design Management Institute (https://www.dmi.org/page/2019DVAPitneyBowes) , LUMA Institute (https://www.luma-institute.com/2021/04/21/pitney-bowes-client-excellence/) , and Design & Innovation Global, among others.

We’re looking for a Senior Design Researcher to join our Experience Design team!

Never heard of a Senior Design Researcher? This role may also be known as Design Researcher or Experience Researcher. The role of a Senior Researcher is two levels above entry level and does not involve direct reports. Senior Researchers are primarily focused on executing project work as an individual contributor, leading research planning, execution, and synthesis on priority projects. This role reports to the Director of Client Experience.

We’re looking for someone who is:

A superb design researcher, with the curiosity of an anthropologist, the empathy of a psychologist, the sensibilities of a designer, the creativity of an artist, and the pragmatic mindset of a businessperson. You love design research; your happy place is doing it, thinking about it, and nerding out about it. You’re passionate about the power of research to drive alignment. You’re an indomitable and collaborative team-player who enjoys helping cross-functional teams discover the human insights they need to orchestrate world-class experiences for clients and employees. You’re self-directed, resourceful, collaborative, and thrive on challenge. You feel great satisfaction from helping new-to-design-thinking teams adopt human-centered practices and from seeing the impact of your work on company culture, client loyalty, and business results.

As a Senior Design Researcher, you’ll:

Use service design research to help teams innovate new or improve existing end-to-end client experiences, driving human-centered outcomes.

  • Conduct service design research, including ethnography, participatory research, and other service design research approaches across all phases from planning through insight generation. You’ll focus on problem-space research and may also conduct solution-space research. You will be running research studies everywhere from a warehouse floor to home office.

  • Partner with cross-functional teams and manage stakeholders with support from your manager. Speak their language – the language of business – and demonstrate how design research helps them make progress toward their goals.

  • Design and facilitate workshops – with support and help if needed – for cross-functional teams to align on research objectives, share and co-create research insights and artifacts, develop and prioritize innovation opportunities, and develop action plans. Use these workshops to align teams around research insights and reframe problem statements, creating a foundation for meaningful solution exploration.

  • Proactively identify research opportunities when requested and when not requested. Translate implicit and explicit stakeholder requests and needs into research opportunities.

  • Visualize and disseminate research insights in highly engaging ways, including presentations and artifacts (journey maps, service delivery blueprints, persona profiles, etc.), to help people understand the story behind the insights, see the connection to their work, and remember key insights after the read-out is over.

  • Generate robust human insights by identifying, gathering, and synthesizing multidisciplinary forms of data, such as behavioral, attitudinal, and observational data from qualitative, quantitative, and data/analytics sources. You won’t be personally performing (for example) surveys or web analytics, but you’ll be partnering with our Market Insights and Data & Analytics teams to generate insights from a variety of inputs.

  • Inspire and articulate the value of service design and experience design research to audiences ranging from individual contributors to executives.

  • Support the Experience Design team in other ways as needed, including

  • Facilitate service design workshops outside the realm of research as needed, partnering with other design thinking experts on the team.

  • Coach teams and individuals from a variety of backgrounds to develop as design thinkers, particularly in the area of ethnographic and participatory research.

We recognize that you might not meet all of these expectations just yet, and that’s okay. We’d love to hear from you anyway!

Your skills and background probably include many of these:

  • Top-notch service design research prowess, matched only by your humility, flexibility, and openness to new ideas.

  • Superior empathy and people skills – the ability to connect and collaborate, influence, and ignite curiosity in cross-functional stakeholders and teams who may be new to service design.

  • Mad skills in research facilitation, synthesis, and problem-reframing. You go way beyond skimming the surface-level takeaways off the top of your observations, instead going deep to uncover truly new, interesting, and unexpected insights.

  • Experience translating research insights into service design artifacts such as journey maps, service delivery blueprints, and others.

  • Strong conceptual problem-solving skills and lateral thinking. You can move between the abstract and the concrete with ease, and you can integrate multiple information sources to create meaning.

  • Clear, articulate, and persuasive verbal and visual storytelling and executive communication skills.

  • Comfort in front of groups and in novel or ambiguous situations.

  • 6+ years of experience in a related field along with a portfolio of past service design (design thinking, human-centered design) research that highlights your specific contributions.

  • Ideally you might have

  • Experience in operational facilities (warehouses, shipping hubs, or similar).

  • Skills in journey visioning and journey orchestration.

  • BA/BS degree in Service Design (e.g. interaction, graphic, product, industrial), HCD, design thinking, psychology, anthropology, or a related field or equivalent practical experience.

You can rely on us to provide:

  • Investment in your growth and offer opportunities to develop your career

  • An inclusive environment, industry-leading culture, and rewarding Life@PitneyBowes (https://careers.pitneybowes.com/global/en/blog)

  • Unique and challenging opportunities to help drive a remarkable business and culture transformation

  • Comprehensive benefits (http://pbprojectliving.com/) globally

If you’re excited about this, we’d love to hear from you.

Along with your resume, send us 1-2 case studies that demonstrate

  • Your design research experience and strengths, especially ethnography and participatory research

  • Your approach to planning and executing research as well as synthesizing and communicating insights

  • The impact of your projects on the broader goals of the organization

  • What you learned

We will:

• Provide the opportunity to grow and develop your career

• Offer an inclusive environment that encourages diverse perspectives and ideas

• Deliver challenging and unique opportunities to contribute to the success of a transforming organization

• Offer comprehensive benefits globally ( pbprojectliving.com )

Pitney Bowes is an Equal Employment Opportunity/Affirmative Action Employer that values diversity and inclusiveness in the workplace.

Women/Men/Veterans/Individuals with Disabilities/LGBTQ+ are encouraged to apply.

All interested individuals must apply online. Individuals with disabilities who cannot apply via our online application should refer to the alternate application options via our Individuals with Disabilities link. 

Pitney Bowes is an Equal Employment Opportunity/Affirmative Action Employer that values diversity and inclusiveness in the workplace.

Women/Men/Veterans/Individuals with Disabilities/LGBTQ are encouraged to apply.

All interested individuals must apply online. Individuals with disabilities who cannot apply via our online application should refer to the alternate application options via our Individuals with Disabilities link.