Associate Director, Experience Design Suite Lead

Jazz Pharmaceuticals is a global biopharma company dedicated to developing life-changing medicines for people with serious diseases—often with limited or no therapeutic options. With a diverse portfolio of marketed medicines, including leading therapies for sleep disorders and epilepsy, and a growing pipeline in oncology and neuroscience, Jazz is headquartered in Dublin, Ireland and operates research, development, and manufacturing facilities worldwide.

About the role

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 to inform downstream execution. This role reports directly to the Customer Orchestration Lead.

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.
• Partner with the Omnichannel Orchestration team to hand off journey designs, experience principles, and success criteria, supporting translation into experience blueprints.
• Collaborate with Performance Analytics & Optimization and Customer Analytics & Insights teams to integrate customer feedback, VOC, NPS, and insights into journey design.
• Serve as the voice of experience design in cross-functional planning discussions, influencing priorities to ensure customer needs are incorporated.

Requirements

• 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.
• Deep subject matter expertise in customer journey mapping, service design, and CX/UX frameworks.
• Strong analytical and problem-solving skills to identify experience-level friction and root causes.
• Ability to design reusable, scalable experience patterns for orchestration and engagement teams.
• Understanding of omnichannel execution and orchestration models.
• Enterprise design leadership skills, including influencing through standards and principles.
• Ability to lead and influence without direct authority in dynamic stakeholder environments.

Skills

• Customer Journey Understanding: Ability to see the customer’s end-to-end experience and use it for strategic, tactical, and measurement decisions.
• Business Acumen: Ability to understand how value is created—financially, operationally, and for customers—and use this insight to drive meaningful outcomes.
• Strategic Storytelling: Ability to craft compelling narratives that inspire action and align people around a shared direction.
• Systems Thinking: Ability to understand how actions create upstream and downstream effects across the organization.
• Learning Agility: Ability to quickly absorb new insights, adapt approaches, and apply learnings to real situations.

Preferred Qualifications

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

Schedule

20-30% travel will be required.

Benefits

• Discretionary annual cash bonus or incentive compensation.
• Discretionary equity grants under Jazz’s Long Term Equity Incentive Plan.
• Medical, dental, and vision insurance.
• 401k retirement savings plan.
• Flexible paid vacation.

For more information on benefits, visit Jazz Pharmaceuticals Benefits.