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Job Description

Customer Experience Enablement Lead

Takeda Pharmaceutical

USA - MA - Cambridge - Kendall Square - 500

About the role:

The Customer Experience Enablement Lead sit within DD&T and supports the OBU and will be the single point of accountability to business stakeholders for thought partnership, solution design, and overseeing delivery across all delivery partners (Internal, External and Specialized delivery partners). The Enablement Lead understands the Customer Needs as they relate to Customer Experience, aligns them with the OBU Product Manager and other Customer Experience Enablement Leads unmet needs to feed into the Global Customer Experience Platform Roadmap.

Working to enable the planning, design, development, testing and release of these Global products through our Customer Experience Enterprise Platform. This drives the platform adoption by local product teams.

• Enabling, perform and manage Customer Experience Product Ownership for OBU, and overseeing delivery across all delivery partners.

• Contribute to the Global platform roadmap based on customer needs through close partnership with local product managers.

• Advise OBU product managers on solution design and architecture for their products’ needs, leveraging Enterprise Customer Experience Products.

• Planning, design, development, testing and release global products on the Enterprise Platform.

• Drive the adoption and evolution of the Global Enterprise Platform capabilities aligned with customer needs in OBU.

• Build a trusted and transparent relationship across all levels of DD&T and the broader business organizations.

• Partner with all delivery partners (Internal and External) to ensure quality delivery of OBU products leveraging Enterprise Customer Experience Platform capabilities.

How you will contribute:

• Act as a single point of contact for OBU Product Managers when designing solutions on Takeda’s Customer Experience Enterprise Platform.

• Be the technical expert and trusted advisor of OBU Product Managers when leveraging Takeda’s Customer Experience Enterprise Platform. Enabling full utilization of the Enterprise Platform, by providing solution design, future roadmaps, architecture blueprints, and delivery enablement.

• Partner with other Enablement Leads to build Global Customer Experience roadmaps and vision for Customer Experience solutions to enable current and future business needs, with focus on enhanced commercial outcomes, reusability and standardization. 

• Identify and deliver value to OBU Product Managers through Global Customer Experience capabilities through utilization of reusable components and capabilities which are also leveraging where possible Takeda’s Enterprise Technology ecosystem.

• Drive adoption through delivery of Global Products that are of high quality and high value.

• Ensure Global Customer Experience Capabilities are fully leveraged to drive maximum business value and success.

• Jointly drive a roadmap of 24 to 36 months for relevant products and solution in OBU.

• Work with Takeda Demand Managers to setup delivery teams of internal/external technical solution specialists, in line with the roadmap and demands in OBU.

• Support and manage a team of product owners who are accountable for delivery.  Ensure they are effectively grooming the product backlogs based on prioritized customer needs.

• Drive the transformation journey of moving to agile Product based delivery, enabling the product owners to be successful through provisioning of agile, high quality and cost effective services.

• Build trust and relationship with the OBU DDT and business teams, through thought leadership, subject matter expertise, quality solution design, partnerships and orchestration of delivery of relevant local products..

• Integrated end to end focus of solutions through the value chain including collection and utilization of data as key enablers.

• Ensure quality application support for the different applications in scope​

• Interface to the rest of the GDT organization for other enterprise technologies/services for end to end solution design.

• Ensure application of agile and devops principles in service delivery

• Ensure adherence of Takeda enterprise architecture and commercial governance principles.

Minimum Requirements/Qualifications:

• Essential

  • Degree in Computer Science/Business Informatics or other relevant graduate degree required;

  • Experience as a Service/Success Manager with software products;

  • Experience as a Subject Matter Expert for Customer Experience products and solutions

  • Experience conveying current technology trends, excellent feel for exceptional user experiences and design;

  • Experience with Salesforce products like Marketing Cloud, Data Cloud, Health Cloud, Sales Cloud, Service Cloud, Mulesoft and related products

  • Experience with Veeva CRM and Vault platform

  • Experience in agile and SAFE methodologies and software development lifecycle;

  • Strong communication skills with ability to articulate and optimize design based on the value to the user and the business, lead ideation sessions and workshops;

  • Experience working in a life sciences environment and/or familiarity with Takeda strongly preferred.

More about us:

At Takeda, we are transforming patient care through the development of novel specialty pharmaceuticals and best in class patient support programs. Takeda is a patient-focused company that will inspire and empower you to grow through life-changing work.

Certified as a Global Top Employer, Takeda offers stimulating careers, encourages innovation, and strives for excellence in everything we do. We foster an inclusive, collaborative workplace, in which our teams are united by an unwavering commitment to deliver Better Health and a Brighter Future to people around the world.

This position is currently classified as "hybrid" in accordance with Takeda's Hybrid and Remote Work policy.

Takeda Compensation and Benefits Summary

We understand compensation is an important factor as you consider the next step in your career. We are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices.

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U.S. Base Salary Range:

EEO Statement

Takeda is proud in its commitment to creating a diverse workforce and providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, parental status, national origin, age, disability, citizenship status, genetic information or characteristics, marital status, status as a Vietnam era veteran, special disabled veteran, or other protected veteran in accordance with applicable federal, state and local laws, and any other characteristic protected by law.

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