Director, Innovation – Human Centered Experience
Novartis
full-time
Posted on:
Location Type: Hybrid
Location: London • New Jersey • United States
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Job Level
About the role
- Assess and frame complex business, people and process challenges to determine the right innovation and design approach.
- Identify insights, blind spots and experience opportunities across processes, interactions and supporting systems.
- Conduct research using Human Centered Design and service design methods to understand user needs, pain points and moments that matter.
- Translate complex or ambiguous challenges into clear problem statements and opportunity areas.
- Partner with Global Process Owners (GPOs) to redesign processes informed by human centered insights and employee priorities.
- Coach teams to apply human centered design methods including journey mapping, synthesis, prototyping and testing.
- Identify integration opportunities that streamline experiences and reduce friction across end‑to‑end journeys.
- Ensure process changes connect to real employee needs and moments that matter, avoiding siloed or purely operational improvements.
- Create or co‑create journey maps, prototypes and experience concepts when deeper design expertise is required to accelerate progress.
- Contribute to internal playbooks, methods, tools and frameworks that help teams apply human‑centered practices.
- Coach GPOs, P&O teams and cross‑functional partners to apply human‑centered and design‑led approaches in their work.
- Facilitate alignment sessions and co‑creation activities to build shared understanding and stronger solutions.
- Lead or support innovation and experience design efforts from early discovery through pilot execution.
- Translate insights and ideas into tangible concepts, prototypes and validated recommendations.
Requirements
- Extensive experience in innovation, HCD, service design, digital experience, customer/employee experience, or transformation.
- Degree in innovation, design, digital experience, business, behavioral science or related fields, or equivalent experience.
- Proven ability to translate insights into journeys, concepts, prototypes and actionable recommendations.
- Experience enabling, coaching, or influencing others in design or innovation practices.
- Demonstrated ability to simplify complexity and uncover underlying problems and opportunities.
- Excellent facilitation, communication and storytelling capabilities.
- Ability to influence without authority and build trusted partnerships across diverse stakeholders.
- Experience working in global, complex or matrixed environments or within consulting settings.
- Experience integrating multiple processes or journeys to create streamlined, connected end‑to‑end experiences.
- Ability to apply systems thinking to align processes, policies, tools and behaviors into cohesive solutions.
Benefits
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Applicant Tracking System Keywords
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Hard Skills & Tools
human centered designservice designjourney mappingprototypingtestingdigital experiencecustomer experienceemployee experienceinnovationsystems thinking
Soft Skills
facilitationcommunicationstorytellinginfluencingcoachingcollaborationproblem solvingsimplifying complexitybuilding partnershipsalignment