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By clicking the “Apply” button, I understand that my employment application process with Takeda will commence and that the information I provide in my application will be processed in line with Takeda’s Privacy Notice and Terms of Use . I further attest that all information I submit in my employment application is true to the best of my knowledge.Job DescriptionAbout BioLife Plasma ServicesEvery day at BioLife, we feel good knowing that what we do helps improve the lives of patients with rare diseases. While you focus on our donors, we’ll support you. We offer a purpose you can believe in, a team you can count on, opportunities for career growth, and a comprehensive benefits program, all in a fast-paced, friendly environment.This position is currently classified as “remote” in accordance with Takeda’s Hybrid and Remote Work policy.BioLife Plasma Services is a subsidiary of Takeda Pharmaceutical Company Ltd.OBJECTIVES/PURPOSE
The Customer Experience Business Lead is responsible for providing strategic Customer Experience business support to the BioLife network and serves as a lead to enable an end-to-end view of our donor and employee experiences in order to ID pain points and opportunities to further differentiate BioLife in the plasma donation industry. This role will provide input into BioLife’s strategic Customer Experience strategy, and will help to implement and execute upon those defined strategies, including the management of day-to-day experience-related research activities across BioLife.
The Customer Experience Business Lead oversees the administration of Customer Experience governance policies and drives a variety of action both directly and indirectly, to optimize foundational servicing challenges, create experiences that differentiate BioLife, and re-imagine journeys. This role will also serve as a direct support and subject matter expert (SME) for Customer Experience related matters to various locations and functions throughout BioLife.
This individual advises client groups on organizational and Customer Experience pain points, acts as a cultural change agent, across all roles and locations to drive customer experience thought processes into the DNA of everything BioLife. In partnership with the management team, this individual proactively identifies needs, develops and implements appropriate approaches, processes and tools.
ACCOUNTABILITIES
Maintain CX Momentum: This role will have accountability to continuously adapt and manage existing CX sustainment plans across functions to ensure CX is embedded culturally. This individual will also identify and drive implementation of a variety of new and value-add experiences.
Experience Development: Guide the development of solutions to optimize elements of service delivery in support of initiatives such as contact center, web/app and SMS solutions that drive customer care. This will require a technology apptitude to manage/oversee projects.
Redesign & Process Mapping: Remove pain points and increase benefit to customers at key points along the customer journey. Through deep analytics of data from a variety of sources, make specific recommendations for action that resolve pain points and/or create differentiated experiences.
Manage VoC and Customer Feedback Programs: Assist with the management of Customer Experience systems, vendor relationships, and experience-related research.
Insights and Analytics: Analyze voice of customer data from a variety of sources in order to identify key pain points, opportunities and trends. Creates measurement capabilities (e.g., scorecards) for KPI's significant to experiences. Includes the creation of presentations to be shared across multiple levels of the BioLife organization.
Customer Experience Governance: Assist with the creation and maintenance of governance across all experience-related research activities including establishing Customer Experience forums, maintaining an inventory of all Customer Experience -related activities across the organization and aligned to each phase of the donor/employee journey.
Research Design: Align organizational needs with the correct research approach including surveys (multiple channels), interviews, focus groups and ethnography, then create a research plan to accomplish stated informational goals.
Change Management- Embeds Customer Experience within Company Culture : Drive consideration for CX into the DNA of everything we do at BioLife through awareness and training across all levels of the organization; knowledge on expectations for change and how to change; understanding how to participate in the changes across all roles and locations; and reinforcement to sustain change.
DIMENSIONS AND ASPECTSTechnical/Functional (Line) Expertise
Strong background in research methods, statistical analysis, data analysis and data manipulation.
This role will directly and indirectly lead significant projects. As such, the role requires strong project management skills and experience.
Leadership
Coordinates activities and influences business priorities across multiple functions including Data/Digital Technology, Marketing, and Operations.
Decision-making and Autonomy
The individual in this role has the ability to make independent recommendations, influenced by data and facts, that drive broad organizational change. Decisions are typically complex and based on data from multiple sources, and utilize strong problem-solving and interpersonal skills.
Interaction
This individual will manage relationships across multiple roles, locations and levels within BioLife. This individual will also manage multiple vendor relationships such as Qualtrics, Deloitte, etc.
Innovation
This individual is expected to have Customer Experience expertise, including knowledge of practices considered Best-in-Class within and outside of our industry.
Complexity
This role has significant complexity associated with it. This is due to the cross-channel knowledge expectations, global reach, research and statistical expertise required, and the unique knowledge of Customer Experience practices.
EDUCATION, BEHAVIOURAL COMPETENCIES AND SKILLS:
5+ years of overall management and customer facing experience
Working in a global environment (preferred).
Bachelor’s degree in Business, Statistics or Marketing or equivalent experience
Experience partnering cross-functionally to drive results including both Customer Experience and continuous improvement initiatives.
Experience using Customer Feedback Management (CFM) systems (Qualtrics).
Strong experience using Microsoft Excel and PowerPoint.
Experience managing project work
EEO StatementTakeda 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.LocationsIllinois - VirtualWorker TypeEmployeeWorker Sub-TypeRegularTime TypeFull time
