Head of Consumer Experience Design

Welcome to Haleon. We’re a purpose-driven, world-class consumer company putting everyday health in the hands of millions. In just three years since our launch, we’ve grown, evolved and are now entering an exciting new chapter – one filled with bold ambitions and enormous opportunity.

Our trusted portfolio of brands – including Sensodyne®, Panadol®, Advil®, Voltaren®, Theraflu®, Otrivin®, and Centrum® – lead in resilient and growing categories. What sets us apart is our unique blend of deep human understanding and trusted science.

Now it’s time to fully realise the full potential of our business and our people. We do this through our Win as One strategy. It puts our purpose – to deliver better everyday health with humanity – at the heart of everything we do. It unites us, inspires us, and challenges us to be better every day, driven by our agile, performance-focused culture.

Background and Context

The Commercial Digital Services Value Pool, within Haleon’s Digital & Technology Function, is a large‑scale enterprise transformation portfolio designed to unlock more than £250m in commercial benefits over 3–5 years, powered by over £100m of targeted digital investment. The portfolio spans four strategic pillars:

· Investment Effectiveness – prioritising digital and technology spend against the highest‑value opportunities.

· Go‑to‑Market & Pharmacy Transformation – modernising commercial execution models and elevating the pharmacy channel.

· Salesforce of the Future – equipping field teams with advanced digital tools, insights, and data‑driven ways of working.

· Digital Experiences – enabling seamless, personalised customer and patient interactions through best‑in‑class digital capabilities.

Product Experience Design is responsible for defining how Haleon creates value through digital products, services and experiences. Bringing together Product Strategy, Experience Strategy, Service Design, Research and Experience Design, the function shapes how consumers, customers, experts and colleagues engage with Haleon across every touchpoint.

The team defines the future-state experience ecosystem across content, media, data, platforms, personalisation and intelligent services, ensuring enterprise investments translate into experiences that people actively choose to use, trust and return to. Product Experience Design acts as both a strategic partner and design authority across Digital & Technology, helping shape product direction, experience standards and future growth opportunities.

About the role

The Head of Consumer Experience Design is a senior leadership role within Product Experience Design, responsible for defining Haleon's future vision, strategy and innovation agenda for consumer experiences globally.

This role leads the identification of consumer and business opportunities, develops future-state experience strategies, and ensures investment decisions are grounded in consumer needs, behavioural insights, commercial priorities and enterprise objectives. Working across Marketing, Commercial Excellence, Product, Data & Analytics, Digital & Technology and Markets, the role translates research, consumer insights and emerging trends into strategic experience roadmaps, service concepts and innovation opportunities that drive growth, engagement and brand loyalty.

As the enterprise lead for consumer experience strategy, you will define where Haleon should focus, what consumer problems are most important to solve, and what future consumer experiences should look like. You will shape strategic direction through consumer research, behavioural insight, journey mapping, service design and experience innovation, ensuring Haleon continuously evolves how it creates value for consumers and the business.

The role sits within the Product Experience Design team and is accountable for defining what good looks like, why it matters and where Haleon should invest next to create differentiated, data-driven and increasingly intelligent consumer experiences.

Key Responsibilities

Experience Vision & Strategy

• •Define and own Haleon's long-term vision and strategy for consumer experiences globally.
• •Establish future-state experience principles, frameworks and strategic direction across brands, products, channels and markets.
• •Translate enterprise objectives, category priorities and consumer engagement opportunities into strategic experience roadmaps.
• •Define how evolving consumer behaviours, market dynamics, societal trends and emerging technologies should influence future experience investments.
• •Champion a consumer-centric and evidence-led approach to experience strategy across the organisation.
• •Shape the long-term evolution of consumer engagement, loyalty, personalisation and digital experience models across Haleon's ecosystem.

Opportunity Identification & Strategic Shaping

• •Identify and assess consumer, business and market opportunities that improve outcomes for consumers and Haleon.
• •Partner with stakeholders across Marketing, Commercial Excellence, Data & Analytics, Product, Technology and Markets to assess opportunities and define potential solutions.
• •Develop and maintain a portfolio of consumer experience opportunities spanning products, services, capabilities and engagement models.
• •Evaluate opportunities through strategic analysis, including customer desirability, business value, feasibility, viability and competitive differentiation.
• •Conduct high-level strategic assessments such as market analysis, opportunity sizing, SWOT assessments and value identification.
• •Facilitate concept discussions, stakeholder workshops and validation activities to refine opportunities and strengthen investment cases.
• •Determine strategic fit against enterprise priorities, growth ambitions and existing initiatives.
• •Identify opportunities to leverage existing capabilities and investments before proposing new solutions.
• •Support prioritisation activities to determine which opportunities should progress into formal discovery.

Research, Insight & Consumer Understanding

• •Lead consumer research programmes that build deep understanding of consumer needs, behaviours, motivations, expectations and pain points.
• •Gather and synthesise market insights, behavioural data, customer needs and commercial context.
• •Develop and maintain audience personas, need states, behavioural frameworks and consumer archetypes.
• •Establish ongoing mechanisms for capturing consumer and colleague feedback across channels and touchpoints.
• •Translate research findings and behavioural insights into strategic recommendations and opportunity areas.
• •Monitor consumer trends, market shifts, emerging technologies and changing expectations to inform future strategy.
• •Ensure strategic decisions are grounded in evidence, insight and measurable consumer outcomes.

Journey Mapping & Service Design

• •Define and maintain end-to-end consumer journeys across awareness, consideration, engagement, purchase, loyalty and advocacy stages.
• •Lead journey mapping and service blueprinting activities to identify friction points, unmet needs and strategic opportunities.
• •Work with business stakeholders to map current-state and future-state consumer experiences.
• •Define desired consumer outcomes, moments that matter and priority experience interventions.
• •Create future-state service concepts that improve both consumer and business outcomes.
• •Ensure opportunities are prioritised around consumer needs rather than organisational structures, platforms or channels.
• •Promote joined-up consumer experiences across brands, products and touchpoints.

Hypothesis & Concept Testing

• •Develop strategic hypotheses and assumptions relating to consumer desirability, usability, engagement and experience value.
• •Design and facilitate concept validation activities with consumers, stakeholders and internal teams.
• •Assess emerging concepts against consumer needs, business objectives and feasibility considerations.
• •Use evide