Associate Director, HR User Experience, Service Delivery

CSL

HR User Experience & Service Design Manager responsible for enhancing HR service experiences and processes in a global biotherapeutics company. Leveraging human-centered design techniques to ensure impactful HR delivery.

Posted 5/24/2026full-timeKing of Prussia • Florida, Pennsylvania • 🇺🇸 United StatesSeniorWebsite

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

human-centered designservice designuser experience designHR service delivery modelsHRISbusiness acumenemployee experienceinteraction patternsuser journeysprocess simplification

Soft Skills

leadershipcommunicationcollaborationstrategic thinkingtrusted advisorinsight gatheringproblem-solvinguser advocacyadaptabilitystakeholder engagement

Tools & Technologies

Microsoft OfficeHRISdigital platformsservice catalogueenterprise systemsuser-focused assetsHR technologiesdata analysis toolsproject management toolscollaboration software

Certifications & Qualifications

Master’s degree in HRprofessional HR IT qualification

Industry Keywords

BioPharmaglobal organizationmatrixed organizationHR technology trendsemployee HR IT pain pointsuser needsservice design principlesHR operating modelmeasurable HR experiencesfuture HR IT roadmap

About the role

Key responsibilities & impact

Lead the discovery, voice‑of‑the‑customer work, and insight gathering needed to understand employee HR IT pain points, unmet needs, behaviors, and experience expectations
Use human‑centered design techniques to craft experiences that are intuitive, personalized, and validated with users, ensuring they meet consumer-level expectations for simplicity and usability
Convert complex HR processes, policies, SOPs, and service catalogue items into user‑focused assets (e.g., user journeys, guides, interaction patterns) that simplify how employees interact with HR
Ensure that HR services are coherently designed, consistent across the enterprise, and aligned to the service catalogue, enabling clarity of “what HR delivers” and how users access services
Partner with HR, Shared Services, and digital teams to ensure HR systems are architected around user needs, not just process requirements—bridging the gap between expectations and platform capabilities
Ensure that HR service design principles underpin the HR operating model, enabling scalable, repeatable, and measurable HR experiences that deliver reliable outcomes
Identify strategic improvements to the HR service delivery model based on the future HR IT roadmap and strategy
Ensure that user experiences is embedded into the functional design of new and existing HR technologies

Requirements

What you’ll need

Degree related education in HR, Business, IT or a related field (Master’s degree or professional HR IT qualification preferred)
Minimum 5 years’ experience in a HR IT, Service Design or Employee Experience role within a global or matrixed organization
Deep understanding of BioPharma HR technology trends and industry insights
Experience in designing HR service delivery models
Demonstrable strong business acumen and acting as a trusted advisor to senior leaders
Proficiency with HRIS and Microsoft Office suite
Fluency in English; additional languages are advantageous.

Benefits

Comp & perks

For more information on CSL benefits visit How CSL Supports Your Well-being | CSL