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 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
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
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
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
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.
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.
To learn more about CSL, CSL Behring, CSL Seqirus and CSL Vifor visit https://www.csl.com/ and CSL Plasma at https://www.cslplasma.com/.
Our Benefits
For more information on CSL benefits visit How CSL Supports Your Well-being | CSL.
You Belong at CSL
At CSL, Inclusion and Belonging is at the core of our mission and who we are. It fuels our innovation day in and day out. By celebrating our differences and creating a culture of curiosity and empathy, we are able to better understand and connect with our patients and donors, foster strong relationships with our stakeholders, and sustain a diverse workforce that will move our company and industry into the future.
To learn more about inclusion and belonging visit https://www.csl.com/careers/inclusion-and-belonging
Equal Opportunity Employer
CSL is an Equal Opportunity Employer. If you are an individual with a disability and need a reasonable accommodation for any part of the application process, please visit https://www.csl.com/accessibility-statement.