Director, Experience Design Center

Waters   •  

Milford, MA

Industry: Professional, Scientific & Technical Services


15+ years

Posted 183 days ago

This job is no longer available.


  • Act as the internal Experience Design Center ‘champion’ by marketing and articulating the direct link between Waters global growth strategy and the role of the Experience Design (both customer and user experience)
  • Create a vision, objectives, and Budget for the Experience Design Center and effectively manage to those
  • Establishe the Experience Design Center as the corporate resource for developing customer experience excellence
  • Influence and establish a team of CX professionals
  • Build stakeholder teams and customer advisory committees for beta and user testing prototypes working with Stakeholder Outreach & Engagement teams
  • Create and execute a strategic marketing plan to position the Experience Design Center as a key part of the sales, research and development process
  • Develop strategy for the day-to-day management of the Experience Design Center
  • Develop and implement a business plan for the center
  • Create and establish process for determining and reporting the Experience Design Center return on investment
  • Identify, develop and champion new opportunities to where the Experience Design Center can support market or product segments
  • Partner with the leaders of the global market segments, field and product teams to promote the use of the Experience Design Center in support of business and product needs
  • Influence Waters Product Strategy with innovative ideas and deep understanding of the customer experience and industry trends
  • Establish key partnerships with sales, service, development, and marketing
  • Responsible for showcasing the center for sales prospects
  • Drive the CXKM vision, business goals, and roadmap
  • Act as an advocate for our customers. Stay informed of key user problems and needs by monitoring customer feedback forums, maintaining open communication with Customer Service and utilizing our Experience Design Center for stakeholder and user insights


  • Successful candidate will possess a Bachelor's Degree in Business, Marketing, or appropriate scientific area; advanced degree preferred
  • Successful candidate will possess 15+ years’ experience in sales/marketing of scientific software and instrumentation
  • 5+ years of successfully leading a team and coaching direct reports
  • Passion to manage, engage and develop people
  • Customer and User Experience related experience preferred
  • Sales and service experience is preferred
  • Strategic Mindset in order to see ahead to future possibilities and translating them into breakthrough strategies
  • Balance of strategic and execution skills
  • Influencing skills to enable effective management of internal stakeholders and external partners
  • An excellent communicator with experience of interacting effectively across interfaces of discipline, culture, and expertise both internally and externally
  • Operates confidently as a part of a global organization, with an integrating mindset, irrespective of function, geographical and company background to create an organization prepared for future challenges and change
  • Enthusiasm for helping to drive a culture shift
  • Must have experience with all areas of managing product development from identifying customer needs, developing solutions to releasing products to the market
  • Experience with creating and executing marketing campaigns
  • Ability to manage multiple non-connected projects and prioritize time/activities
  • Travel domestically and internationally is required (estimated maximum 20% of time)