Global Customer Innovation and User Experience Lead, Organization

Global Customer Innovation and User Experience Lead, People Organization

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Challenging. Meaningful. Life‑changing. Those aren't words that are usually associated with a job. But working at Bristol Myers Squibb is anything but usual. Here, uniquely interesting work happens every day, in every department. From optimizing a production line to the latest breakthroughs in cell therapy, this is work that transforms the lives of patients, and the careers of those who do it.

You'll get the chance to grow and thrive through opportunities uncommon in scale and scope, alongside high‑achieving teams. Take your career farther than you thought possible.

Are you passionate about creating exceptional customer experiences and driving excellence? Join us as our new Global Customer Innovation and User Experience Lead, and help shape a customer‑centric culture that puts users at the heart of everything we do in our People Organization. If you're ready to make a real impact in a global organization, we want to hear from you!

Candidates outside of HR will be considered! #HRJobs #Customer Experience #HR Excellence #Leadership #Join Our Team .

We are seeking a strategic, design‑minded Global Customer Innovation and User Experience Lead to reimagine how employees and People managers (our customers) interact with HR tools and processes. This role will serve as the employee advocate and UX champion within the People Services Organization—bringing a consumer‑grade lens to every process, ensuring tools are intuitive, simple, and reduce the need for ‘help’ documentation or support.

This role is vital in fostering a culture of customer‑centricity within People Services, ensuring that every employee interaction reflects our commitment to excellence and alignment with our organizational goals. This position will leverage cutting‑edge technologies, including AI and predictive analytics, to proactively anticipate employee needs and improve service delivery. Applicants with no prior HR experience will be considered.

• Design with the End User in Mind:
  Partner with People process owners and HRIS teams to ensure all tools and programs are designed through the lens of the employee or manager experience.
• Drive Human‑Centered Design:
  Facilitate employee co‑design sessions, empathy mapping, journey mapping, and usability testing for new or updated People processes and systems.
• Simplify the Complex:
  Translate multi‑step People processes into intuitive, user‑friendly workflows, eliminate unnecessary clicks, jargon, process‑steps and documentation wherever possible.
• Prototype & Test:
  Develop and test low‑fidelity prototypes and mock‑ups to validate usability before full‑scale deployment.
• Advocate for Embedded Guidance:
  Promote and help build in‑tool guidance (e.g., smart prompts, tooltips, embedded help) to reduce reliance on static "how to" documents.
• Benchmark Against Best‑in‑Class:
  Stay on top of consumer experience trends (e.g., e‑commerce, mobile UX) and continuously bring innovation and inspiration to People process design.
• Feedback Loop Creation:
  Establish feedback mechanisms (surveys, in‑tool prompts, focus groups) to continuously improve People digital experiences.
• Cross‑Functional
  
  Collaboration:
  
  Work closely with IT, HRIS, Digital Workplace, Communications, and People program leads to ensure a cohesive and consistent experience.

• 6+ years experience in employee experience, HR operations, user experience design, or a similar function.
• Strong grasp of design thinking, human‑centered design principles, or UX methodology.
• Proven ability to simplify complex processes with a customer‑first mindset.
• Customer Focus group specialist who brings best practices recruiting, facilitating and analysing customer insights from focus groups and surveys.
• Skilled in qualitative research design and methods (depth interviews, focus groups, online communities, diary studies, user research), including moderation and data analysis.
• Excellent communication skills and the ability to influence…