Associate Director, HR User Experience & Service Delivery Manager

CSL Plasma•Boca Raton, FL

7d•Remote

About The Position

The HR User Experience & Service Design Manager is responsible for designing, optimizing and continuously improving the end‑to‑end experiences that employees, people leaders and HR users encounter across HR services. This role ensures that HR processes, interactions, and technologies are intuitive, human‑centered, and aligned with the organization's desired employee experience. The role brings together human‑centered design, service design, and HR transformation principles to create HR experiences that are efficient, engaging, and “fit for purpose."

Requirements

Degree related education in HR, Business, IT or a related field (Master’s degree or professional HR IT qualification preferred)
Minimum 5 years’ experience in a HR IT, Service Design or Employee Experience role within a global or matrixed organization
Deep understanding of BioPharma HR technology trends and industry insights
Experience in designing HR service delivery models
Demonstrable strong business acumen and acting as a trusted advisor to senior leaders
Proficiency with HRIS and Microsoft Office suite
Fluency in English; additional languages are advantageous
Ability to use human‑centered design techniques to understand user needs, pain points, expectations, and behaviors
Skilled in gathering, analyzing, and synthesizing user insights through interviews, feedback loops, demographic/psychographic data and stakeholder engagement to inform experience design
Ability to turn complex HR processes, policy structures and service catalogue elements into intuitive, digestible and user‑friendly journeys, guides, and service assets
Competence in designing experiences that drive adoption of new HR services, technology or operating models
Knowledge of service delivery models, service catalogues, RACI, SOPs, and user journeys to ensure consistency, standardization and quality across HR services
Strong Functional HR knowledge, deep understanding of the HR processes within CSL and the policies that govern them
Demonstrates the ability to build and sustain trusted, collaborative relationships across functions, regions, and levels of the organization
Effectively partners with key stakeholders to understand priorities, align objectives, and co‑create solutions that drive shared outcomes
Deep expertise in HR technology architecture, including systems, integrations, data models, and user experience frameworks

Responsibilities

Lead the discovery, voice‑of‑the‑customer work, and insight gathering needed to understand employee HR IT pain points, unmet needs, behaviors, and experience expectations
Use human‑centered design techniques to craft experiences that are intuitive, personalized, and validated with users, ensuring they meet consumer-level expectations for simplicity and usability
Convert complex HR processes, policies, SOPs, and service catalogue items into user‑focused assets (e.g., user journeys, guides, interaction patterns) that simplify how employees interact with HR
Ensure that HR services are coherently designed, consistent across the enterprise, and aligned to the service catalogue, enabling clarity of “what HR delivers” and how users access services
Partner with HR, Shared Services, and digital teams to ensure HR systems are architected around user needs, not just process requirements—bridging the gap between expectations and platform capabilities
Ensure that HR service design principles underpin the HR operating model, enabling scalable, repeatable, and measurable HR experiences that deliver reliable outcomes
Identify strategic improvements to the HR service delivery model based on the future HR IT roadmap and strategy
Ensure that user experiences is embedded into the functional design of new and existing HR technologies