Experience
SUMMARY
Jeff Miller is a product design leader with 25 years of experience building human-centered digital products across enterprise, consumer, and health-adjacent industries. Currently Head of Product Design at National Grid, he leads UX for US customer-facing products – including the company's first customer mobile app, now rated nearly 5 stars on both the App Store and Google Play.
His background includes co-developing therapeutic audio IP at a health tech startup acquired by Bose, leading sleep product design through two hardware generations, and building design functions from the ground up at organizations ranging from Fortune 500 companies to high-growth startups. He leads with clarity, cross-functional empathy, and a bias toward outcomes.
WORK EXPERIENCE
Head of Product Design
National Grid
Waltham, MA, Remote, 2023 – Present
Leading product design for National Grid's US customer-facing digital products, I own the UX vision and execution across web and mobile — partnering closely with product, engineering, and research to deliver experiences that serve millions of residential and business customers in a regulated environment.
Led zero-to-one design and launch of National Grid's first internally-built customer mobile app, now rated nearly 5 stars on both the App Store and Google Play
Improved customer satisfaction scores (JD Power) through a sustained program of transactional website enhancements and mobile web performance improvements
Replaced fragmented, contractor-dependent UX execution with a cohesive internal team and scalable cross-functional process model
Leading a team of 5 — including 2 senior leads — across design and content, with accountability for stakeholder alignment, partner relationships, and team growth
Sr. Director, Content
Hatch
Palo Alto, CA, Remote from Boston, MA, 2022
Hatch makes connected sleep devices and companion apps for adults, children, and infants. Drawing on deep experience in therapeutic audio from Bose and Sync Project, I designed the content methodology and creative framework for Hatch's adult sleep subscription catalog (spanning spoken word, ambient soundscapes, and hybrid experiences) then built the production infrastructure to scale it.
Launched 700+ original audio experiences, driving consistent monthly increases in subscription retention across 2 million+ members
Designed formal content frameworks for guided meditation, narrative storytelling, and sound design — used to brief and align all internal and external creators
Built end-to-end production workflow and project management infrastructure from scratch
Sourced, vetted, and onboarded 20+ third-party creator partners and subject matter experts
Led a 5-person internal production team across planning, creative direction, and delivery
Product Owner
Bose Corporation
Framingham, MA, 2018-2022
Joined Bose through the Sync Project acquisition as Product Owner for Sleep — a role that in practice encompassed content strategy, UX direction, research frameworks, and expert advisory relationships across a connected hardware and app ecosystem.
Launched two generations of Bose Sleepbuds, delivering sleep audio content in 15+ languages to a global audience — recognized with Best in Sleep awards from health.com, Men's Health, and TechRadar
Directed UX and creative output across the connected app experience, providing strategic guidance to design and engineering teams
Developed insight frameworks drawing on music theory, music therapy, and mindfulness to guide content research and product development
Partnered with sleep physicians and mindfulness practitioners in formal advisory relationships to inform product and content direction
Contributed to pioneering work in algorithmically generated adaptive audio, collaborating closely with engineers and data scientists
Design Director
Sync Project
Boston, MA, 2016-2018
Sync Project was a health and wellness technology startup building personalized therapeutic audio experiences. As UX Director I owned brand, product design, and a significant portion of the core IP — contributing directly to the company's acquisition by Bose in 2018.
Co-developed the algorithmic adaptive audio technology at the heart of the acquisition — personally composing and producing all audio content while collaborating directly with engineers and data scientists
Launched the world's first therapeutic audio chatbot in Slack, designing all conversational UX and dialog — reaching hundreds of thousands of users
Developed Unwind, a mobile experience delivering personalized therapeutic audio via biometric data — demonstrated to Bose leadership and central to the acquisition decision
Built visual identity, branded content, and investor-facing materials supporting company growth and fundraising
Creative & UX Director
JM Creative
Boston, MA, 2011 -2016
Left agency life deliberately to build mobile expertise at a time when most agencies weren't moving fast enough in that direction. Over five years of independent practice, I designed native mobile apps, adaptive websites, and digital experiences for agencies and direct clients across New England — advancing quickly enough in mobile UX to be recruited into a health tech startup whose IP was later acquired by Bose.
Designed Foodler's first mobile app and first mass advertising campaign — contributing to business growth that made the company an acquisition target for GrubHub
Won the CASE Circle of Excellence Gold Award — a premier international honor in educational advancement — for creative direction, UX, and copywriting on the Phillips Exeter Academy website
Designed iOS and Android educational apps for Jones & Bartlett and Pluralsight in collaboration with MadPow and Intrepid Pursuits
Led significant architecture and usability overhauls for Salem State University and Tippie College of Business websites
VP, Creative Director
Senior creative and UX leadership across three Boston-area organizations, including Digitas, Hill Holliday, and Digital Influence Group.
At Digitas I built and led a large-scale multidisciplinary product design group — growing the team to meet the UX demands of a global brand portfolio that included AT&T, P&G, GM, Duracell, and Olay. It was here that I earned my leadership foundation, moving from Creative Director to VP and developing the scalable UX practices that have shaped my approach ever since.
Led UX and digital strategy at Hill Holliday for Liberty Mutual, Bank of America, and Novartis — recognized with the international Hatch Award for multimedia work
Built and managed the design team at Digital Influence Group, establishing UX best practices for clients including Sony, IBM, and Harvard Pilgrim
ENDORSEMENTS
Jeff not only brought and drove the creative vision, he was also willing and able to perform the hard, interdisciplinary, hands on work necessary to achieve it.
– Rob Haslinger, Manager, Data Science & Analytics
My experience with Jeff as a creative leader in the wellness digital space helped shape my own design mantra when problem solving. His depth in experience for UX and mindfulness was demonstrated countless times while working together. I highly recommend Jeff as a fantastic asset to any digital team.
– Virginia Wood, Sr Product Designer
Jeff excels at fostering cooperation between business stakeholders, product owners, design, and engineering teams. He ensures that projects align with business goals while maintaining a strong focus on customer value. As a mentor, Jeff promotes enthusiasm and a growth mindset within the team.
Jeff is dedicated to quality and patiently communicates complex aspects of the underlying architecture that drive seamless customer engagement. His expertise, teaching ability, and skill in stakeholder engagement make him an invaluable asset to any team.
– Tim Moyer, Sr Product Designer
Jeff is a one-in-a-thousand creative professional. A gifted communicator, designer and consultant, he has an uncanny ability to dive into the heart of a user experience problem, simplify complexity, and then strategically align solutions to organizational brand needs. At iFactory, we had come to struggle on an account involving a top tier/#1 ranked educational institution. Jeff was able to jump in with minimal prep and background to help us clear our thoughts and to dramatically improve our strategic counsel. If I were starting a company, or trying to bring my team to another level, he's be at the top of my hiring list.
– Alen Yen, iFactory President, Creative Director
Jeff is the perfect balance of manager, creative thinker and technology guru.
Every time Jeff and I worked together, I knew he would "save the day,” coming up with the best solutions possible for our clients and delivering outstanding work on time. Jeff is also a reliable calm in the storm, definitely someone you want on your team! Jeff is the perfect balance of manager, creative thinker and technology guru.
– Jennifer Donovan, Business Operations and Delivery Leader
Jeff can work side by side with technical contributors to deliver technically complex products. Despite our wildly different skill sets…we had an extremely effective collaboration.
– Rob Haslinger, Manager, Data Science & Analytics
Jeff is one of the few people I can trust equally as a partner in a recording studio, design studio or meeting room.
I recommend Jeff, without hesitation, for any design or UX opportunity, as well as any compositional and musical opportunity, especially when they relate to digital media, commercial applications and the web.
– Chuck Pukmel, Senior Product Manager