Head of Operational Excellence

The Head of Operational Excellence is part of Takeda’s Data, Digital & Technology (DD&T) organization, specifically within the Commercial Innovation & External Experience area. This function focuses on developing and executing next-generation digital strategies to enhance experiences for patients, customers, healthcare professionals, and donors. Additionally, it aims to build DD&T capabilities for innovative go-to-market models, driving impact across various business units.

Position Objectives:

The scope of the Head of Operational Excellence includes driving the strategic integration and optimization of experience teams to enhance engagement with external stakeholders, ensuring exceptional user experiences and compliance with industry standards. The role leads the alignment of digital initiatives with business goals, focusing on maximizing value for healthcare professionals, patients, and partners through advanced digital solutions.

• Develop and refine digital operations to ensure superior user experience for external stakeholders, leveraging Takeda’s technological infrastructure.

• Uphold rigorous standards of quality and compliance within all digital external platforms, ensuring alignment with global regulatory requirements.

• Streamline and enhance all aspects of digital interaction points with external users to drive engagement and satisfaction.

• Foster continuous innovation within digital external operations, adopting new technologies to stay at the forefront of digital healthcare.

• Identify and mitigate risks associated with digital platforms to protect user data and ensure uninterrupted service.

Position Accountabilities:

• Operations: Ensure LT and other key stakeholder meetings are run efficiently with agenda and follow ups clearly articulated

• Finance / Budget Management: Support in all financial management activities for External Experience in coordination with the COO team, and ensure we meet all financial targets.

• Digital process optimization: continuously assess and improve digital processes to enhance external stakeholder experiences, ensuring operational efficiency and effectiveness.

• User experience and journey mapping: oversee the mapping of user journeys to identify pain points and opportunities for improvement in the digital experience.

• Cross-functional digital initiatives: lead cross-functional efforts to align digital operational excellence initiatives with marketing, it, and other relevant departments.

• Performance metrics for digital platforms: establish key performance indicators for digital external experiences and use them to guide operational improvements.

• Stakeholder feedback integration: incorporate feedback from external stakeholders to drive continuous improvements in digital operations.

• Digital training and support: develop training programs and support systems to equip internal teams with the skills necessary to maintain operational excellence in digital engagements.

• Crisis management for digital platforms: establish protocols to manage digital crises, ensuring quick resolution and minimal impact on user experience.

Preferred Qualifications:

• Bachelor’s degree required.

• Over 10 years of experience in operational excellence and digital project management, preferably with a consulting background or chief of staff role in the life sciences industry.

• Proven ability to partner with and influence senior leadership within the organization.

• Exceptional leadership and communication skills.

• Extensive experience working with finance, leading workshops, and demonstrating hands-on, proactive behavior.

• Strong ability to work independently and manage multiple priorities in a fast-paced and ambiguous environment.