Global Customer Innovation and User Experience Lead, People Organization

Working with Us
Challenging. Meaningful. Life-changing. Those arent 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. Youll 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.

Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits services and programs that provide our employees with the resources to pursue their goals both at work and in their personal lives. Read more: 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 youre ready to make a real impact in a global organization we want to hear from you! Candidates outside of HR will be considered! #HRJobs #CustomerExperience #HRExcellence #Leadership #JoinOurTeam

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 Organizationbringing 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

Key Responsibilities:

• 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

Required Qualifications:

• 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 cross-functional teams.
• Experience working with Workday or similar HRIS tools a plus.

Preferred Qualifications:

• Experience in customer centric transformations or customer digital adoption projects.
• Background in service design product design or consumer-facing technology.
• Familiarity with tools like Figma Mural Qualtrics or similar for prototyping benchmarking and testing.

If you come across a role that intrigues you but doesnt perfectly line up with your resume we encourage you to apply anyway. You could be one step away from work that will transform your life and career.

The starting compensation range(s) for this role are listed above for a full-time employee (FTE) basis. Additional incentive cash and stock opportunities (based on eligibility) may be available. The starting pay rate takes into account characteristics of the job such as required skills where the job is performed the employees work schedule job-related knowledge and experience. Final individual compensation will be decided based on demonstrated experience.

Eligibility for specific benefits listed on our careers site may vary based on the job and location. For more on benefits please visit offerings are subject to the terms and conditions of the applicable plans then in effect and may include the following: Medical pharmacy dental and vision care. Wellbeing support such as the BMS Living Life Better program and employee assistance programs (EAP). Financial well-being resources and a 401(K). Financial protection benefits such as short- and long-term disability life insurance supplemental health insurance business travel protection and survivor support. Work-life programs include paid national holidays and optional holidays Global Shutdown Days between Christmas and New Years holiday up to 120 hours of paid vacation up to two (2) paid days to volunteer sick time off and summer hours flexibility. Parental caregiver bereavement and military leave. Family care services such as adoption and surrogacy reimbursement fertility/infertility benefits support for traveling mothers and child elder and pet care resources. Other perks like tuition reimbursement and a recognition program.

Uniquely Interesting Work Life-changing Careers
With a single vision as inspiring as Transforming patients lives through science every BMS employee plays an integral role in work that goes far beyond ordinary. Each of us is empowered to apply our individual talents and unique perspectives in a supportive culture promoting global participation in clinical trials while our shared values of passion innovation urgency accountability inclusion and integrity bring out the highest potential of each of our colleagues.

On-site Protocol

BMS has an occupancy structure that determines where an employee is required to conduct their work. This structure includes site-essential site-by-design field-based and remote-by-design jobs. The occupancy type that you are assigned is determined by the nature and responsibilities of your role:

Site-essential roles require 100% of shifts onsite at your assigned facility. Site-by-design roles may be eligible for a hybrid work model with at least 50% onsite at your assigned facility. For these roles onsite presence is considered an essential job function and is critical to collaboration innovation productivity and a positive Company culture. For field-based and remote-by-design roles the ability to physically travel to visit customers patients or business partners and to attend meetings on behalf of BMS as directed is an essential job function.

Supporting People with Disabilities

BMS is dedicated to ensuring that people with disabilities can excel through a transparent recruitment process reasonable workplace accommodations/adjustments and ongoing support in their roles. Applicants can request a reasonable workplace accommodation/adjustment prior to accepting a job offer. If you require reasonable accommodations/adjustments in completing this application or in any part of the recruitment process direct your inquiries to . Visit to access our complete Equal Employment Opportunity statement.

Candidate Rights

BMS will consider for employment qualified applicants with arrest and conviction records pursuant to applicable laws in your area.

If you live in or expect to work from Los Angeles County if hired for this position please visit this page for important additional information: Protection

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