Associate Director, Experience Design SuiteLead

Jazz Pharmaceuticals•US - Home-Based - PA, PA

23d

About The Position

At Jazz, we are reimagining how we design and deliver more precise customer experiences, enabled by new technologies, modern ways of working, and high performing team behaviors. Through this work, we enable teams to better understand patients, caregivers, and HCPs, anticipate their needs across the enterprise, deliver timely and personalized engagement, and orchestrate seamless, end-to-end experiences as One Jazz. The Associate Director, Experience Design, is responsible for understanding, exploring, and designing continuous improvements to the experiences customers have across their interactions with Jazz. This role defines enterprise experience principles and designs end-to-end customer journeys, grounded in disciplined investigation of current-state friction points, translating customer feedback and insights into clear guidance on how the experience should feel, and co-creating solutions with customers anchored in their point of view to inform downstream execution (e.g. omnichannel orchestration). This role reports directly to the Customer Orchestration Lead.

Requirements

Deep subject matter expertise in customer journey mapping, service design and CX/UX frameworks, with the ability to design journeys across complex, multi-channel environments.
Strong analytical and problem-solving skills to identify experience-level friction and root causes, translate insights into structural design improvements.
Ability to design reusable, scalable experience patterns that can be used by orchestration and engagement teams.
Understanding of omnichannel execution and orchestration models.
Comfort interpreting customer feedback and performance signals to inform experience design
Enterprise design leadership skills, including influencing through standards, principles, and clarity rather than direct execution ownership.
Ability to lead and influence without direct authority, navigating ambiguity and driving alignment across cross-functional stakeholders in evolving, less-defined environments.
Experience leading and developing a high-performing team, including resource planning, performance management, and talent development to support evolving business needs.
Customer Journey Understanding – ability to see customer’s end-to-end experience clearly and use it on an ongoing basis for go to market strategic, tactical and measurement decisions, while anticipating needs across touchpoints. Make practical decisions that improve journey and outcomes.
Business Acumen — ability to understand how value is truly created – financially, operationally, for customers and to use this insight to make decisions that drive meaningful business outcomes
Strategic Storytelling— the ability to craft purposeful, compelling narratives that make sense of change, inspire action, and align people around a shared direction
Systems Thinking - The ability to understand how actions create upstream and downstream effects across the organization, seeing patterns and interdependencies to improve the whole ecosystem, not just individual parts.
Learning Agility — ability to quickly seek, find and absorb new insights and feedback, adapt approach and apply learnings to real situations with practical impact
Bachelor's degree in business, healthcare, technology, or related field.
8+ years of experience in customer/ user experience design within a pharmaceutical organization.
6+ years of experience leading people, including managing and developing high-performing teams and driving accountability across functions.

Nice To Haves

Advanced degree (MBA or relevant graduate degree) preferred.
Experience in healthcare, pharmaceutical, or other highly regulated industries preferred.
Experience working in rare disease or specialty brands, with strong understanding of unique stakeholder dynamics.

Responsibilities

Define and own enterprise customer journey frameworks, including experience principles, journey stages, and intended experience outcomes across channels.
Lead CX and UX design at the journey level, translating customer needs and insights into clear experience outcomes.
Identify systemic customer friction points across journeys and define experiences to address them.
Create reusable experience designs, patterns, and standards that can be consistently applied across brands, channels, and engagement teams.
Translate customer feedback and performance insights into experience design guidance, ensuring learnings are embedded into future journey design.
Partner with brand and franchise teams to ensure enterprise journey designs support brand strategy while maintaining cross‑brand consistency, quickly assessing new business contexts across brands and geographies to align on the most critical experience priorities.
Partner with the Omnichannel Orchestration team to hand off journey designs, experience principles, and success criteria, supporting translation into experience blueprints while adapting approaches to varied stakeholder groups.
Collaborate with Performance Analytics & Optimization and Customer Analytics & Insights teams to integrate customer feedback, VOC, NPS, and insights on key customer barriers and opportunities into journey design for both external customers and critical internal user groups to improve the simplicity, intuitiveness, and effectiveness of processes and tools.
Serve as the voice of experience design in cross-functional and team planning discussions, influencing priorities to ensure customer needs, dependencies, and constraints are appropriately incorporated, quickly building credibility, convening the right stakeholders, and shaping solutions in dynamic stakeholder environments.