Associate Director, Experience Design Suite Lead
Jazz Pharmaceuticals
August 14, 2026
Remote friendly (Philadelphia, PA)
United States
IT
If you are a current Jazz employee please apply via the Internal Career site.
Associate Director, Experience Design
Key Responsibilities:
- Define and own enterprise customer journey frameworks (experience principles, journey stages, outcomes) across channels.
- Lead CX/UX design at the journey level to translate customer needs and insights into experience outcomes.
- Identify systemic customer friction points across journeys and define experiences to address them.
- Create reusable experience designs, patterns, and standards for consistent use across brands, channels, and teams.
- Translate customer feedback and performance insights into experience design guidance; embed learnings into future journeys.
Collaboration:
- Partner with brand/franchise teams to support brand strategy and maintain cross-brand consistency.
- Partner with Omnichannel Orchestration to hand off journey designs, principles, and success criteria.
- Collaborate with analytics/insights teams to integrate VOC, NPS, and customer barrier/opportunity insights for external customers and key internal users.
- Serve as voice of experience design in planning discussions to incorporate customer needs, dependencies, and constraints.
Required/Preferred Skills & Qualifications:
- Deep expertise in customer journey mapping, service design, and CX/UX frameworks; ability to design multi-channel journeys.
- Strong analytical/problem-solving skills; identify root causes and drive structural improvements.
- Ability to design reusable, scalable experience patterns; understanding of omnichannel orchestration.
- Bachelor’s degree (business/healthcare/tech/related); 8+ years in customer/user experience design in a pharmaceutical organization.
- 6+ years leading people; advanced degree (MBA/grad) preferred.
- Experience in healthcare/pharma or other highly regulated industries; rare disease/specialty brand experience preferred.
Working Requirement:
- 20–30% travel.
Benefits (as stated):
- Medical, dental, vision; 401(k); flexible paid vacation.
Associate Director, Experience Design
Key Responsibilities:
- Define and own enterprise customer journey frameworks (experience principles, journey stages, outcomes) across channels.
- Lead CX/UX design at the journey level to translate customer needs and insights into experience outcomes.
- Identify systemic customer friction points across journeys and define experiences to address them.
- Create reusable experience designs, patterns, and standards for consistent use across brands, channels, and teams.
- Translate customer feedback and performance insights into experience design guidance; embed learnings into future journeys.
Collaboration:
- Partner with brand/franchise teams to support brand strategy and maintain cross-brand consistency.
- Partner with Omnichannel Orchestration to hand off journey designs, principles, and success criteria.
- Collaborate with analytics/insights teams to integrate VOC, NPS, and customer barrier/opportunity insights for external customers and key internal users.
- Serve as voice of experience design in planning discussions to incorporate customer needs, dependencies, and constraints.
Required/Preferred Skills & Qualifications:
- Deep expertise in customer journey mapping, service design, and CX/UX frameworks; ability to design multi-channel journeys.
- Strong analytical/problem-solving skills; identify root causes and drive structural improvements.
- Ability to design reusable, scalable experience patterns; understanding of omnichannel orchestration.
- Bachelor’s degree (business/healthcare/tech/related); 8+ years in customer/user experience design in a pharmaceutical organization.
- 6+ years leading people; advanced degree (MBA/grad) preferred.
- Experience in healthcare/pharma or other highly regulated industries; rare disease/specialty brand experience preferred.
Working Requirement:
- 20–30% travel.
Benefits (as stated):
- Medical, dental, vision; 401(k); flexible paid vacation.