Associate Director, HR User Experience & Service Delivery Manager

HR User Experience & Service Design Manager

The HR User Experience & Service Design Manager is responsible for designing, optimizing, and continuously improving the end-to-end experiences that employees, people leaders, and HR users encounter across HR services. This role ensures that HR processes, interactions, and technologies are intuitive, human-centered, and aligned with the organization's desired employee experience. The role brings together human-centered design, service design, and HR transformation principles to create HR experiences that are efficient, engaging, and "fit for purpose.

Reporting Relationships:

Reporting to: HR Technology Strategy and Architecture Lead

Direct reports: 0

Works closely with: HR Leadership, HR Centers of Excellence, Finance, Risk, Senior Business Leaders, and Business Managers

Main Responsibilities and Accountabilities:

• 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 requirementsbridging 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

Required Qualifications & Experience:

• 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

Key Competencies:

• Ability to use human-centered design techniques to understand user needs, pain points, expectations, and behaviors
• Skilled in gathering, analyzing, and synthesizing user insights through interviews, feedback loops, demographic/psychographic data, and stakeholder engagement to inform experience design
• Ability to turn complex HR processes, policy structures, and service catalogue elements into intuitive, digestible, and user-friendly journeys, guides, and service assets
• Competence in designing experiences that drive adoption of new HR services, technology, or operating models
• Knowledge of service delivery models, service catalogues, RACI, SOPs, and user journeys to ensure consistency, standardization, and quality across HR services
• Strong Functional HR knowledge, deep understanding of the HR processes within CSL and the policies that govern them
• Demonstrates the ability to build and sustain trusted, collaborative relationships across functions, regions, and levels of the organization
• Effectively partners with key stakeholders to understand priorities, align objectives, and co-create solutions that drive shared outcomes
• Deep expertise in HR technology architecture, including systems, integrations, data models, and user experience frameworks

Location & Travel:

This is a global role with a requirement for periodic international travel to company sites and business meetings. The postholder should demonstrate flexibility and adaptability to operate effectively across time zones and cultures.

About CSL Behring

CSL Behring is a global biotherapeutics leader driven by our promise to save lives. Focused on serving patients' needs by using the latest technologies, we discover, develop, and deliver innovative therapies for people living with conditions in the immunology, hematology, cardiovascular and metabolic, respiratory, and transplant therapeutic areas. We use three strategic scientific platforms of plasma fractionation, recombinant protein technology, and cell and gene therapy to support continued innovation and continually refine ways in which products can address unmet medical needs and help patients lead full lives.

CSL Behring operates one of the world's largest plasma collection networks, CSL Plasma. Our parent company, CSL, headquartered in Melbourne, Australia, employs 32,000 people, and delivers its lifesaving therapies to people in more than 100 countries.