Global Customer Innovation and User Experience Lead, People Organization

Bristol Myers Squibb•Tampa, FL

About The Position

Working with Us Challenging. Meaningful. Life-changing. Those aren’t words that are usually associated with a job. But working at Bristol Myers Squibb is anything but usual. Here, uniquely interesting work happens every day, in every department. From optimizing a production line to the latest breakthroughs in cell therapy, this is work that transforms the lives of patients, and the careers of those who do it. You’ll get the chance to grow and thrive through opportunities uncommon in scale and scope, alongside high-achieving teams. Take your career farther than you thought possible. Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives. Read more: careers.bms.com/working-with-us . Are you passionate about creating exceptional customer experiences and driving excellence? Join us as our new Global Customer Innovation and User Experience Lead, and help shape a customer-centric culture that puts users at the heart of everything we do in our People Organization. If you’re ready to make a real impact in a global organization, we want to hear from you! Candidates outside of HR will be considered! #HRJobs #CustomerExperience #HRExcellence #Leadership #JoinOurTeam We are seeking a strategic, design-minded Global Customer Innovation and User Experience Lead to reimagine how employees and People managers (our customers) interact with HR tools and processes. This role will serve as the employee advocate and UX champion within the People Services Organization—bringing a consumer-grade lens to every process, ensuring tools are intuitive, simple, and reduce the need for ‘help’ documentation or support. This role is vital in fostering a culture of customer-centricity within People Services, ensuring that every employee interaction reflects our commitment to excellence and alignment with our organizational goals. This position will leverage cutting-edge technologies, including AI and predictive analytics, to proactively anticipate employee needs and improve service delivery. Applicants with no prior HR experience will be considered

Requirements

6+ years experience in employee experience, HR operations, user experience design, or a similar function.
Strong grasp of design thinking, human-centered design principles, or UX methodology.
Proven ability to simplify complex processes with a customer-first mindset.
Customer Focus group specialist who brings best practices recruiting, facilitating and analysing customer insights from focus groups and surveys
Skilled in qualitative research design and methods (depth interviews, focus groups, online communities, diary studies, user research), including moderation and data analysis
Excellent communication skills and the ability to influence cross-functional teams.
Experience working with Workday or similar HRIS tools a plus.

Nice To Haves

Experience in customer centric transformations or customer digital adoption projects.
Background in service design, product design, or consumer-facing technology.
Familiarity with tools like Figma, Mural, Qualtrics, or similar for prototyping, benchmarking and testing.

Responsibilities

Design with the End User in Mind: Partner with People process owners and HRIS teams to ensure all tools and programs are designed through the lens of the employee or manager experience.
Drive Human-Centered Design: Facilitate employee co-design sessions, empathy mapping, journey mapping, and usability testing for new or updated People processes and systems.
Simplify the Complex: Translate multi-step People processes into intuitive, user-friendly workflows, eliminate unnecessary clicks, jargon, process-steps and documentation wherever possible.
Prototype & Test: Develop and test low-fidelity prototypes and mock-ups to validate usability before full-scale deployment.
Advocate for Embedded Guidance: Promote and help build in-tool guidance (e.g., smart prompts, tooltips, embedded help) to reduce reliance on static "how to" documents.
Benchmark Against Best-in-Class: Stay on top of consumer experience trends (e.g., e-commerce, mobile UX) and continuously bring innovation and inspiration to People process design.
Feedback Loop Creation: Establish feedback mechanisms (surveys, in-tool prompts, focus groups) to continuously improve People digital experiences.
Cross-Functional Collaboration: Work closely with IT, HRIS, Digital Workplace, Communications, and People program leads to ensure a cohesive and consistent experience

Benefits

Medical, pharmacy, dental and vision care.
Wellbeing support such as the BMS Living Life Better program and employee assistance programs (EAP).
Financial well-being resources and a 401(K).
Financial protection benefits such as short- and long-term disability, life insurance, supplemental health insurance, business travel protection and survivor support.
Work-life programs include paid national holidays and optional holidays, Global Shutdown Days between Christmas and New Year’s holiday, up to 120 hours of paid vacation, up to two (2) paid days to volunteer, sick time off, and summer hours flexibility.
Parental, caregiver, bereavement, and military leave.
Family care services such as adoption and surrogacy reimbursement, fertility/infertility benefits, support for traveling mothers, and child, elder and pet care resources.
Other perks like tuition reimbursement and a recognition program.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume