Job Description

At Lilly, the work is demanding because patients are waiting. We unite caring with discovery to help make life better for people around the world, knowing that every decision, every detail, and every day matters. Headquartered in Indianapolis, Indiana, our over 50,000 employees around the globe take on complex challenges to discover and deliver life-changing medicines, strengthen how health is understood and managed, and support the communities we serve. This is hard, urgent, selfless work—but it’s work worth doing. If you’re driven by purpose and ready to bring your best to work that truly matters for patients, we invite you to join us.

Overview

HR Solutions (HRS) is introducing AI agents that work alongside its HRS team members — drafting, retrieving, checking and, complementing elements of the work that HRS performs today. The intent is to improve the quality, consistency and speed of the support HRS provides, while keeping employees at the centre of the service and retaining the human in the loop where it matters.

This is a newly created team will be accountable for the AI transition in conjunction with the HRS Leadership Team.

Position Purpose

The AI Enablement team is accountable for the adoption and application of AI and new ways of working across HR Solutions, and for the AI agents themselves — their design, quality, guardrails and lifecycle from initial pilot through to retirement, in conjunction with the HRS Leadership Team. This position will also assess and use Lilly-approved AI tools to design and build practical solutions that support the HRS team.

The team co-designs agents with the pods that use them, sets and enforces the quality standards they must meet before and after release, and the capture of how HRS work is performed, on which the agents depend.

This team will act as the positive change agents and advocates for AI adoption. Successful candidates will be comfortable building adoption among HRS pods and declining or withdrawing capability that does not meet the required standard.

Key Objectives and Deliverables

AI adoption and organisational change

• Responsible for planning AI across HRS, including readiness assessment, communications, and sequencing
• Design and deliver enablement and training, so that HRS team members understand the function of each agent, how to work with it, how to identify unreliable output, and the circumstances in which they should override it

Agent design

• Co-design each agent with the advisors and specialists who will use it, working alongside live operations
• Define, for each agent, the tasks it drafts, retrieves, decides and completes, and the elements requiring independent human verification
• Ensure verification requirements are achievable under operational conditions
• Operate a structured feedback route from the pods into the development backlog, and evidence the resulting changes

Quality, guardrails and release approval

• Establish the accuracy threshold and evidence standard each agent must satisfy prior to release, and approve or withhold release accordingly
• Maintain an evaluation regime based on real cases by country and process, refreshed as policy, content and underlying models change

Knowledge and process capture

• Set the standard governing how this knowledge is structured, owned, permissioned and maintained, so that it is usable by both agents and HRS team members

Agent register, monitoring and lifecycle

• Maintain the register of agents in operation, recording purpose, scope of action, permissions, data accessed, accountable owner, known limitations and verification requirements
• Operate the progression from pilot to production, including the evidence required to extend an agent’s remit or reduce its verification requirement
• Monitor performance in live operation and intervene on degradation, including drift following policy change
• Withdraw agents that no longer deliver against their benefit case

Governance, privacy and consultation

• Ensure each agent carries documented purpose, data use, decision boundaries and human oversight sufficient to satisfy governance requirements

Basic Qualifications

• Bachelor’s degree, or equivalent professional experience
• 5+ years experience in HR service delivery, HR operations or shared services, including direct working knowledge of case handling in a multi-country environment
• Demonstrated experience in change management within an operational environment, including the enablement and adoption of new ways of working
• Experience delivering digital, automation or AI capability into live operations, including requirements definition, pilot delivery and scaling
• Evidence of maintaining a quality or governance position under delivery pressure

Additional Skills and Preferences

• Working knowledge of HR service platform AI and agent capability
• Experience within a global business services or capability centre environment
• Additional European language capability

Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form (https://careers.lilly.com/us/en/workplace-accommodation) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.

Lilly does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.

Actual compensation will depend on a candidate’s education, experience, skills, and geographic location. The anticipated wage for this position is

€32,250 - €82,610

Full-time equivalent employees may also be eligible for a company bonus (depending, in part, on company and individual performance). In addition, Lilly offers a comprehensive benefit program to eligible employees, including eligibility to participate in a pension plan; vacation benefits; eligibility for healthcare benefits; flexible benefits (if applicable) life insurance and death benefits; certain time off and leave of absence benefits; and well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities). Lilly reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion and Lilly’s compensation practices and guidelines will apply regarding the details of any promotion or transfer of Lilly employees.

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