Massachusetts Creative Jobs

MassHire Job Quest Logo

Job Information

Waters Experience Design Center Director in Milford, Massachusetts

Are you interested in driving customer experience excellence? Are you interested in working for an industry-leading company and making a positive impact on the world? Are you customer obsessed? If you are, come join our Waters Experience Design Center Team.

At Waters, we define Customer Experience Excellence as building solutions and experience that are tailored to the needs of our customers and prospects. This means truly understanding their unmet needs.

The Experience Design Center Director focuses on delivering customer experience excellence. This function develops strategies to improve the end-to-end experiences our customers have working with Waters and our products throughout their journey.

  • Be a change agent by being 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)

  • Using your excellent CX talents and experience, execute on current vision for the Experience Design Center and strategize on a recommended future state vision

  • Establish this center as the corporate resource for governance and guidance on delivering customer experience excellence using state of the art CX practices

  • Directly manage a team of CX professionals to execute on the vision and to develop their skills. Develop a strategy for the day-to-day management of the center.

  • Build strong relationships with key stakeholder teams and collaborate to build and manage customer advisory committees for beta and user testing prototypes

  • Create and execute a strategic marketing plan to position the Experience Design Center as a key part of the sales and research and development processes

  • Create and establish process for determining and reporting the Experience Design Center return on investment to senior leadership

  • Influence Waters Product Strategy with innovative ideas and deep understanding of the customer experience and industry

  • A Bachelor's Degree in Human Factors, Business, Marketing, or appropriate scientific area; or relevant professional experience or other advanced degree preferred

  • 7+ years in the Customer Experience Discipline with a focus on CX/UX best practices, measurement, and Design Thinking

  • Change management experience to help drive a culture shift

  • 5+ years of successfully leading a team and coaching (direct or matrix) with a passion to manage, engage, and develop people

  • Strategic Mindset to see ahead to future possibilities and translate them into breakthrough strategies, while executing on critical daily activities

  • Influencing skills to enable effective management of internal stakeholders and external partners

  • Excellent communication skills with all levels of the organization and across-disciplines, both internally and externally

  • Excellent prioritization skills, prioritizing high business impact activities

  • Experience with all areas of managing product development from identifying customer needs , creating value propositions, to developing solutions, to releasing products to the desired market

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.

Experience Design, CX/UX. Customer Experience, User Experience, Director

Company Name: Waters Division

External Company URL:

Street: 34 Maple Street