[Hiring] Associate Director, Experience Design SuiteLead @Jazz Pharmaceuticals

Role Description

At Jazz, we are reimagining how we design and deliver more precise customer experiences, enabled by new technologies, modern ways of working, and high performing team behaviors. Through this work, we enable teams to better understand patients, caregivers, and HCPs, anticipate their needs across the enterprise, deliver timely and personalized engagement, and orchestrate seamless, end-to-end experiences as One Jazz.

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 anchored in their point of view to inform downstream execution (e.g. omnichannel orchestration). This role reports directly to the Customer Orchestration Lead.

Qualifications

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

Requirements

• 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.
• Collaborate with Performance Analytics & Optimization and Customer Analytics & Insights teams to integrate customer feedback, VOC, NPS, and insights on key customer barriers and opportunities into journey design.
• Serve as the voice of experience design in cross-functional and team planning discussions.

Benefits

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