Associate Director, Experience Design SuiteLead

If you are a current Jazz employee please apply via the Internal Career site

Jazz Pharmaceuticals is a global biopharma company whose purpose is to innovate to transform the lives of patients and their families. We are dedicated to developing life-changing medicines for people with serious diseases — often with limited or no therapeutic options. We have a diverse portfolio of marketed medicines, including leading therapies for sleep disorders and epilepsy, and a growing portfolio of cancer treatments. Our patient-focused and science-driven approach powers pioneering research and development advancements across our robust pipeline of innovative therapeutics in oncology and neuroscience. Jazz is headquartered in Dublin, Ireland with research and development laboratories, manufacturing facilities and employees in multiple countries committed to serving patients worldwide. Please visit www.jazzpharmaceuticals.com for more information.

Job 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.

Essential Functions/Responsibilities

Key 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.

Collaboration

• Partner with brand and franchise teams to ensure enterprise journey designs support brand strategy while maintaining cross‑brand consistency, quickly assessing new business contexts across brands and geographies to align on the most critical experience priorities.
• Partner with the Omnichannel Orchestration team to hand off journey designs, experience principles, and success criteria, supporting translation into experience blueprints while adapting approaches to varied stakeholder groups.
• 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 for both external customers and critical internal user groups to improve the simplicity, intuitiveness, and effectiveness of processes and tools.
• Serve as the voice of experience design in cross-functional and team planning discussions, influencing priorities to ensure customer needs, dependencies, and constraints are appropriately incorporated, quickly building credibility, convening the right stakeholders, and shaping solutions in dynamic stakeholder environments.

Required Knowledge, Skills, and Abilities

Technical Skills

• Deep subject matter expertise in customer journey mapping, service design and CX/UX frameworks, with the ability to design journeys across complex, multi-channel environments.
• Strong analytical and problem-solving skills to identify experience-level friction and root causes, translate insights into structural design improvements.
• Ability to design reusable, scalable experience patterns that can be used by orchestr