User Experience (UX) COE Lead – Senior Director

Who We Are

Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact.

To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures—and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive.

What You’ll Do

Develop a Best-in-Class UX COE that maximally enables our digital product teams

• Develop the UX COE strategic vision to meet BCG’s customer-obsessed ambitions for our internal digital products.
• Drive good UX design and experience with a customer journey lens – from product launch to customer service and support.
• Take a long term, strategic approach to design and UX, thinking about and executing on everything from how we strengthen the IT brand through UX to how we maximize the use of our critical resources.
• Design and implement a target operating model for the CoE that balances value delivery/impact, resource constraints and talent development.
• Model behaviors to support the organization’s agile culture.

Oversee the people, resources and priorities within your CoE

• Lead and empower a team of deep technical experts (UX Researchers and Designers).
• Set direction and priorities to inform the work of your teams based on the organization’s overall business priorities and resource needs.
• Engage with CoE members to offer feedback, clarify requirements and answer questions.
• Work with group functions, shared services, and other stakeholders to ensure CoE has what it needs.
• Remove blockers or impediments that prevent the CoE from progressing on its work.
• Providing feedback and coaching to CoE members to improve domain knowledge and performance.
• Developing learning journeys for CoE members and check in regularly to review progress.
• Ensuring access to L&D opportunities (internal & external) to support CoE members.

Define and drive interactions with other teams

• Engage with portfolio leadership to determine what type of work and UX resourcing is needed.
• Evolve the interaction & dependency models as work or priorities change.
• Partner with our Investment Committee (IC) to assign UX resources to our most strategic priorities.
• Bring customer insights to influence portfolio strategic planning.
• Business partner and support internal digital product teams, providing integrated UX support and driving the design of our customer experience.

Set standards and share best practices for how the work gets done

• Drive re-use of UX components and research to unlock efficiencies and better quality.
• Establish roadmaps and guardrails to inform the “how” of work that takes place in Squads.
• Drive consistency of UX across our digital products.
• Stay on top of relevant developments and innovations, both internally and externally.
• Share relevant insights and developments within your area of expertise with your teams and across the organization.
• Maintaining your own technical knowledge at ‘best in class’ level through learning and continuous improvement.

Proactively identify and address resource needs throughout the organization

• Implement a resourcing framework driven by business needs and priorities.
• Allocate people and resources from your CoE based on strategic business priorities.
• Identify knowledge or skill gaps that exist within your CoE, and train or hire to address them.

YOU’RE GOOD AT

We are looking for…

• A senior leader who brings deep experience coaching teams and deploying expert resources, as well as deep knowledge and expertise in UX (both research and design). You will directly manage a team of highly specialized experts who may be deployed to Squads on a limited, as-needed basis. You will establish the standards and guardrails to inform “how” work in your area is performed across the organization. To support the “how,” you will work with other senior leaders to make sure they know what knowledge and resources are available to them and work with them to prioritize UX CoE resources, as needed

We’re looking for a leader who …

• Brings passion to your work to inspire and motivate your team.
• Is a strategic thinker, creatively strong and an excellent leader of people.
• Enjoys coaching and developing people to improve their performance, knowledge,
• and expertise.
• Is exceptionally collaborative in working with diverse stakeholders across the organization.
• Possesses proven experience in managing a large global team of experts.
• Is intellectually curious and enjoy learning new skills and capabilities (e.g., Agile principles, business acumen and technology platforms).
• Brings a data-driven approach to decision making, both in day-to-day management and in making strategic trade-offs.

What You’ll Bring

• 15+ years of experience of UX, 5+ years’ relevant experience in a similar UX lead role.
• You will have a degree in Human-Computer Interaction, Interaction Design, Computer/Information Science, or similar; or equivalent practical experience.
• Proven track record of leading generative and evaluative research, information architecture and interaction design engagements, ideally for a variety of complex digital applications (this should be demonstrated in your portfolio).
• Experience in hiring, managing and coaching UX teams.
• Presentation skills, which can be demonstrated through the presentation of your interactive design portfolio.
• Familiarity with creative design thinking as well as good understanding of UI/UX best practices, information architecture, Gestalt principles, and design psychology.
• Understanding of business metrics and the ability to translate company goals and objectives into digital experiences.
• Proven track record of leading through influence, building long-term relationships and building vision, strategy, roadmaps, budgets, priorities and objectives.
• Strong understanding of near and long-term technological developments impacting UX domain.

Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws.

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