Director, Regulatory User Experience

The Director, Regulatory User Experience is responsible for shaping, improving, and maintaining a high-quality user experience across all user touchpoints with the Veeva Vault Systems. This role will drive a cohesive end-to-end user experience strategy, as well as ensuring consistent support, training, and change communication across a growing portfolio of nine applications. Reporting to the Head of the Veeva CoE, the Director, Regulatory User Experience will align business, tech, and system owners to maximise the Veeva investment's value through well-defined engagement and support strategies. This role will focus on user experience, training, and communications, acting as a central point for Veeva users to streamline onboarding, improve usability, and ensure continuous training support for optimal compliance and readiness. The role will be split into the 4 key areas:

• Chief of staff type activities supporting the Head of Veeva CoE on xVault and R&D strategic initiatives (20%)
• User Experience focused (50%)
• Training support (15%)
• Communications & Change Management (15%), Define and implement a UX strategy to optimise the Veeva Vault user journey across applications
• Lead user research initiatives, including feedback loops, to gather insights for system enhancements and support needs
• Support external benchmarking to integrate best practices in UX, training, and change methodologies
• Accountable for implementing technology solutions (particularly AI/ML solutions) developing wireframes and prototypes to demonstrate proof of concept
• Develop UX/UI& User Journey (UJ) design guidelines and principles
• Measure and track UX metrics to drive usability improvements and enhance user satisfaction
• Collaborate with business and tech teams to design and execute cross-functional communication and change management plans
• Act as an advocate for an interconnected vault mindset, promoting shared goals across senior stakeholders.
• Establish agile working methods to support continuous improvement across applications.
• Develop training plans and materials to support new releases and ensure user compliance
• Oversee community engagement initiatives, including newsletters, town halls, and a super-user network
• Partner with Business System Owners (BSOs) and Development Systems teams to establish a training support model.
• Create and maintain user journey maps, training assets, and release-specific knowledge resources.
• Coordinate with the Written Standards and Compliance Learning team to align on governance and documentation standards., We believe in an agile working culture for all our roles. If flexibility is important to you, we encourage you to explore with our hiring team what the opportunities are.
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We are looking for professionals with these required skills to achieve our goals:
• Bachelor's degree in computer science, data science or a related field;
• 3+ years of demonstrable experience deploying AI/ML solutions to end users to enhance usability and user experience (UX)
Preferred Qualifications: If you have the following characteristics, it would be a plus:
• Advanced Degree, preferably in sciences or Business Administration
• Demonstrable experience in data science and utilisation of analytics tools
• Significant experience in the pharmaceutical industry, with expertise in Veeva Systems or similar platforms
• Proven track record in leading large-scale change initiatives and UX strategy
• Strong project management skills with experience in managing multiple complex projects simultaneously
• Extensive knowledge of user experience methodologies, user research, and usability principles
• Demonstrated ability to work within a matrix structure and collaborate across global teams
• Highly effective influencing and negotiation skills in challenging, ambiguous and changing environments
• Proven communication and presentation skills to influence senior stakeholders effectively
• Proven strategic & enterprise thinking with strong business acumen
• Experience designing and implementing training programs for large user bases, including release-specific training
• Ability to establish and measure KPIs, providing data-driven insights for UX improvements
• Excellent organisational and prioritisation skills in fast-paced environments.
• Experience with agile methodologies and change management principles.
• Strong strategic thinking skills, with a demonstrated ability to drive cross-functional initiatives
• Proficiency in designing user journey maps, service blueprints, and creating training assets
• Understanding of compliance, quality standards, and governance within regulated environments
• Experience with global training programs and systems compliance, with a focus on technical learning solutions.
• Develop, implement and maintain a strategy for a sustainable support network for systems users i.e. super-user community or system ambassadors to ensure support reaches all users across over global footprint
  
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