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Job Description

OBJECTIVES/PURPOSE

The Customer Experience Enablement Lead USBU is 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 USBU 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 USBU, 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 USBU 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 USBU.
• 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 USBU products leveraging Enterprise Customer Experience Platform capabilities.

ACCOUNTABILITIES

• Act as a single point of contact for USBU Product Managers when designing solutions on Takeda’s Customer Experience Enterprise Platform.
• Be the technical expert and trusted advisor of USBU 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 USBU Product Managers through Global Customer Experience capabilities through utilization of resuable 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 USBU.
• Work with Takeda Demand Managers to setup delivery teams of internal/external technical solution specialists, in line with the roadmap and demands in USBU.
• 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 USBU 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 develops principles in service delivery
• Ensure adherence of Takeda enterprise architecture and commercial governance principles

DIMENSIONS AND ASPECTS

Technical/Functional (Line) Expertise

• Deep and functional understanding of HCP engagement processes, needs, capabilities, compliance needs, etc.
• Deep understanding of current technology topics (e.g., Customer Experience cloud products and platforms, Digital Marketing and CRM products, micro-service architectures, automation, and API integration);
• Strong knowledge of software development lifecycle and experience in Agile methodologies.

Leadership

• A strategic mindset, able to see the big picture and able to create and articulate our Customer Experience vision
• Able to influence peers and other leaders on overall strategy (vision, capabilities, platform, providers, roadmap)
• Able to create a technology roadmaps and to lead a team towards this technology roadmap
• Empowerment of direct reports in the creation of strategic customer experience capabilities, whilst fostering a high performing team focused around a life-long-learning culture
• Strong communication skills with ability to articulate and optimize design based on the value to the user and the business.

Decision-making and Autonomy

• Ability to make autonomous decisions in the best interest of serving the needs of business and Takeda
• Ability to connect, orchestrate and influence different stakeholders from various departments and vendors to drive for affordable and usable solutions and drive business value
• Able to influence stakeholders in a complex organization, with ability to ensure delivery and maintenance of Customer Experience solutions at all levels of the organization

Interaction

• Able to clearly communicate and foster alignment across all levels of the organization
• Is required to build strong working partnerships with Business leaders and DDT team. 
• Build strong cross-functional relationships with team members from multiple functions and teams (e.g. DDT, Enterprise Architects, ICS Chapter Leads, etc.)
• Able to strongly influence around the adoption and utilization of Patient Engagement solutions across BU’s
• Strong ability to build external partnerships with industry partners and suppliers
• Be a trusted advisor to the business.

Innovation

• Shape and innovate technology to be developed within Customer Experience and applied across Takeda’s product teams, business units and global functions;

• Function as a thought leader and evangelist for innovative technology including perspectives on starts ups and new innovative products;
• Continually innovate to produce improved Patient Engagement products / services to support the needs of rapidly innovating product teams.

Complexity

• The successful candidate in this role must be able to cooperate with and inspire various stakeholders across all business and technical domains and in all world regions;
• The role must set up and continuously shape development of innovative technology within Customer Experience ecosystem, third-party vendors and across Takeda stakeholders

EDUCATION, BEHAVIOURAL COMPETENCIES AND SKILLS:  

Essential

• Degree in Computer Science/Business Informatics or other relevant graduate degree required;
• A minimum of 11 years of related experience;
• 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.

Desired

• Master’s Degree
• Familiarity with regulated systems – general level of understanding of computer systems validation.
• Experience as a Product Owner / Manager with software products;

ADDITIONAL INFORMATION

• International Travel of up to 10% may be required from this position.

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.

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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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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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