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Experience Design Director

Best Buy Health

Boston, Massachusetts
posted March 4, 2021

The Experience Design Director for Best Buy Health will apply their extensive knowledge of experience design to meaningfully improve the experiences customers have with technology products offered by Best Buy Health. This role is an advocate for customers, a creative problem solver, and an impactful leader who must function collaboratively across teams and disciplines to influence with and without authority.

The Director of Experience Design leads a multi-disciplinary team of Experience Designers, writers and researchers and works in partnership with stakeholders and business teams across the organization. This role is responsible for envisioning, defining and modeling the interactions customers will have with Best Buy Health for digital and technology initiatives, and helping individuals and teams across the enterprise understand and embrace Human-Centered Design. This includes having a strategic understanding and vision of the short and long-term business, brand, technical/operational and customer needs.

As an experience design leader in the organization, the Director defines and drives Experience Design (XD) capabilities, leads and advocates for the people on the XD team, defines XD processes, toolkits and menu of services, cultivates collaborative partnerships across the organization, and provides a trusted perspective on Best Buy’s philosophy and approach to XD.

At Best Buy we create work environments where every employee feels like they truly belong and contribute to our shared purpose. We are one of the best companies for our customers and employees because we fully embrace people from all backgrounds and identities. Our customer base is diverse, and we are committed to ensuring that our workforce is reflective of the communities we serve.

At Best Buy, we are obsessed with building long term relationships with our customers. Every team member should feel empowered to deliver a world-class and unique experience based on what each customer needs.

Key Responsibilities:

1. Lead Health Experience Design team focused on digital product capabilities

  • Directly lead a multi-faceted team of experience designers and writers, focused on defining and delivering new experiences and incremental improvement to existing experiences through product design
  • Hire, coach and mentor team leaders and individual contributors to continue to grow and evolve the capabilities of the team
  • Leads work through the team, including prioritization, guidance and support and resource planning

2. Define, evangelize, drive and oversee the experience design practice within the Customer Experience team

  • Demonstrate expertise in the core HCD Competencies: Research, Strategy, and Design
  • Partner with leaders of the Experience Design teams to lead the Experience Design community of practice
  • Provide mentoring and advisory perspectives across the broader team to ensure human-centered design work is embraced throughout the organization

3. Ensure efficient and effective processes to deliver experience design work

  • Build relationships across Best Buy’s Customer Office, Best Buy Health and Digital and Technology teams to plan, develop and implement approaches and processes needed to deliver exceptional digital product experiences
  • Efficiently and effectively push work forward while ensuring the work centers on the customer
  • Define and implement the framework needed to coordinate across multiple work projects throughout the organization
  • Effectively communicate the strategic direction of the work as well as the final output to leaders across the company


  • 12+ years’ experience in experience design (e.g. UX design, strategy, product design, research, etc)
  • 8+ years’ experience directly leading multidisciplinary experience design teams
  • 5+ years’ experience in the health care domain