Head of Consumer Experience Design

Haleon • Warren Township, NJ

1d • $180,000 - $247,000 • Hybrid

About The Position

The Head of Consumer Experience Design is a senior leadership role within Haleon’s Product Experience Design team. The role defines Haleon’s global vision, strategy and innovation agenda for consumer experiences, identifying consumer and business opportunities and ensuring investment decisions are informed by consumer needs, behavioural insight, commercial priorities and enterprise objectives.

Working across Marketing, Commercial Excellence, Product, Data & Analytics, Digital & Technology and Markets, the role translates research, insights and emerging trends into strategic experience roadmaps, service concepts and innovation opportunities that support growth, engagement and brand loyalty. As the enterprise lead for consumer experience strategy, this position determines which consumer problems to address and what future experiences should look like, using research, journey mapping, service design and experience innovation.

The role is accountable for setting strategic direction and standards for consumer experience and identifying where Haleon should invest to create differentiated, data-driven and increasingly intelligent experiences. It also leads and develops a high-performing team of consumer experience strategists, builds organisational capability, and represents Product Experience Design in leadership, governance and strategic planning forums.

The position is based in Warren, New Jersey, and follows a hybrid model requiring at least three days per week in the office. The salary range is $180,000–$247,000, plus an 18% on-target bonus.

Requirements

• Significant experience leading consumer experience strategy, customer strategy, service design, innovation or transformation functions in complex global organisations.
• Proven track record identifying and shaping strategic opportunities that deliver measurable consumer and business value.
• Strong experience in consumer research, behavioural insight, journey mapping, service design and human-centred design.
• Experience leading opportunity assessment, concept development and strategic prioritisation.
• Ability to translate consumer needs, behavioural trends, market insights and business objectives into strategic recommendations and investment roadmaps.
• Experience working with senior stakeholders across Marketing, Commercial, Product, Data & Analytics and Technology organisations.
• Strong facilitation, communication and influencing skills, with the ability to align diverse stakeholders around a common vision.
• Experience developing business cases, strategic recommendations and governance materials for senior leadership decisions.
• Experience shaping future-state consumer engagement strategies across multiple brands, channels, products and markets.
• Strong understanding of digital consumer ecosystems, including content, media, commerce, personalisation and customer engagement.

Nice To Haves

• Experience in consumer health, FMCG, retail, digital commerce or other consumer-centric industries operating globally.
• Expertise in experience strategy, service design, design thinking, customer-centred innovation and strategic planning methodologies.
• Experience defining consumer personas, needs frameworks, customer journeys and future-state service concepts.
• Experience leading discovery, opportunity framing and investment prioritisation activities.
• Understanding of first-party data strategies, customer data platforms, personalisation approaches and audience growth frameworks.
• Familiarity with enterprise architecture, business capability modelling and large-scale digital transformation programmes.
• Understanding of AI, automation, conversational interfaces, agentic experiences and emerging consumer engagement models.
• Exceptional strategic thinking, systems thinking and problem-solving capabilities.
• Experience balancing global strategies with local market, category and brand requirements.
• Passion for improving everyday consumer health through insight-led innovation, experience strategy and human-centred design.
• Proven ability to influence enterprise investment decisions and shape long-term experience visions in complex stakeholder environments.

Responsibilities

• Define and own Haleon’s long-term global vision and strategy for consumer experiences.
• Establish future-state experience principles, frameworks and strategic direction across brands, products, channels and markets.
• Translate enterprise objectives, category priorities and consumer engagement opportunities into strategic experience roadmaps.
• Assess how consumer behaviour, market dynamics, societal trends and emerging technologies should influence experience investment.
• Champion consumer-centric, evidence-led experience strategy across the organisation.
• Shape the evolution of consumer engagement, loyalty, personalisation and digital experience models.
• Identify and assess consumer, business and market opportunities; evaluate desirability, business value, feasibility, viability and differentiation.
• Partner with Marketing, Commercial Excellence, Data & Analytics, Product, Technology and Markets to shape opportunities and potential solutions.
• Maintain a portfolio of experience opportunities and support prioritisation into formal discovery.
• Conduct strategic assessments, including market analysis, opportunity sizing, SWOT assessments and value identification.
• Facilitate concept discussions, stakeholder workshops and validation activities to refine opportunities and investment cases.
• Lead consumer research and synthesise market insights, behavioural data, consumer needs and commercial context.
• Develop and maintain audience personas, need states, behavioural frameworks and consumer archetypes.
• Establish mechanisms to capture consumer and colleague feedback across channels and touchpoints.
• Translate research and behavioural insights into strategic recommendations and opportunity areas; monitor trends, market shifts, technologies and changing expectations.
• Define and maintain end-to-end consumer journeys, and lead journey mapping and service blueprinting to identify friction, unmet needs and opportunities.
• Map current- and future-state experiences with business stakeholders; define desired outcomes, moments that matter and priority interventions.
• Create future-state service concepts and promote joined-up experiences across brands, products and touchpoints.
• Develop strategic hypotheses and assumptions, design and facilitate concept validation, and use evidence and experimentation to refine recommendations and investment priorities.
• Influence senior stakeholders and embed consumer experience in enterprise programmes, brand strategies, transformations and investments.
• Establish experience measures for engagement, acquisition, retention, loyalty, advocacy and commercial performance.
• Advise senior leaders on consumer-centric growth, digital innovation and experience-led transformation.
• Plan early-stage discovery for approved opportunities, defining problem statements, objectives, expected outcomes and success measures.
• Support transition from strategy to structured discovery and product development, maintaining alignment with Product Management, Experience Design and delivery teams.
• Engage Architecture teams early; support current- and future-state capability and ecosystem views; identify overlaps, duplication risks and reuse opportunities.
• Ensure opportunities align with enterprise technology direction and platform strategies, and help shape the future consumer experience ecosystem.
• Prepare strategic materials for investment governance, including Stage Gate business cases; secure stakeholder endorsements and present recommendations to senior decision makers.
• Explore emerging technology, AI, automation, personalisation, agentic experiences and new interaction models for consumer value; develop and test future-state concepts and innovation opportunities.
• Partner with Product, Design, Data and Technology teams on innovation roadmaps and experimentation, including opportunities involving first-party data, content, personalisation and AI.
• Lead and develop a high-performing consumer experience strategy team and build organisational capability in insight, strategy, service design, research and innovation.
• Build cross-functional partnerships, represent Product Experience Design in leadership and governance forums, and champion human-centred design.

Benefits

• Generous 401(k) plan
• Tuition reimbursement
• Time-off programs
• Six months of paid parental leave
• Healthcare programs, with the company paying the majority of medical coverage for the employee and family
• Discretionary bonus based on achievement of key business performance
• Other incentive and recognition programs
• Competitive pay and comprehensive benefits program

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed