Director, Innovation & Human Centered Experience

Role Summary

Director, Innovation & Human Centered Experience. You will shape how employees experience People & Organization (P&O) by applying human-centered design thinking, service design and innovation in everyday work. You will guide teams through discovery, co-creation and iteration, partnering with Global Process Owners (GPOs) and stakeholders to deliver human-centered experiences that are intuitive, integrated and grounded in real needs. Your curiosity, empathy and strategic design mindset will transform how P&O delivers value across the organization.

Responsibilities

• Assess and frame complex business, people and process challenges to determine the right innovation and design approach.
• Identify insights, blind spots and experience opportunities across processes, interactions and supporting systems.
• Conduct research using Human Centered Design and service design methods to understand user needs, pain points and moments that matter.
• Translate complex or ambiguous challenges into clear problem statements and opportunity areas.
• Partner with Global Process Owners (GPOs) to redesign processes informed by human centered insights and employee priorities.
• Coach teams to apply human centered design methods including journey mapping, synthesis, prototyping and testing.
• Identify integration opportunities that streamline experiences and reduce friction across end-to-end journeys.
• Ensure process changes connect to real employee needs and moments that matter, avoiding siloed or purely operational improvements.
• Create or co-create journey maps, prototypes and experience concepts when deeper design expertise is required to accelerate progress.
• Contribute to internal playbooks, methods, tools and frameworks that help teams apply human-centered practices.
• Coach GPOs, P&O teams and cross-functional partners to apply human-centered and design-led approaches in their work.
• Facilitate alignment sessions and co-creation activities to build shared understanding and stronger solutions.
• Lead or support innovation and experience design efforts from early discovery through pilot execution.
• Translate insights and ideas into tangible concepts, prototypes and validated recommendations.

Qualifications

• Extensive experience in innovation, HCD, service design, digital experience, customer/employee experience, or transformation.
• Degree in innovation, design, digital experience, business, behavioral science or related fields, or equivalent experience.
• Proven ability to translate insights into journeys, concepts, prototypes and actionable recommendations.
• Experience enabling, coaching, or influencing others in design or innovation practices.
• Demonstrated ability to simplify complexity and uncover underlying problems and opportunities.
• Excellent facilitation, communication and storytelling capabilities.
• Ability to influence without authority and build trusted partnerships across diverse stakeholders.
• Experience working in global, complex or matrixed environments or within consulting settings.
• Experience integrating multiple processes or journeys to create streamlined, connected end-to-end experiences.
• Ability to apply systems thinking to align processes, policies, tools and behaviors into cohesive solutions.