Customer Experience Business Transformation Lead

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Job Description
OBJECTIVES/PURPOSE
Takeda is launching a strategic initiative to redefine and enhance customer engagement through the Customer Experience of the Future Program (CEXP). This multi-year program aims to develop innovative, customer-facing capabilities as part of a comprehensive digital transformation impacting several organizational functions. The CX team, under Global Data, Digital, and Technology (DD&T), will facilitate these efforts.
The Business Transformation Lead will:

• Spearhead the CEXP Business Transformation journey by applying Agile principles to enable swift decision-making and ongoing adaptability, ensuring alignment with business and DD&T goals.
• Collaborate with global business teams to establish core Customer Experience capabilities and standardized business processes. This harmonization will drive innovation and efficiency, while accommodating essential local requirements through a target of over 80% commonality in capabilities.
• Align the digital transformation goals of CEXP with defined capabilities, maintaining engagement and advocacy with Takeda's Regions and Functions to meet customer expectations consistently.
• Oversee the management and refinement of the "common core" capability library and primary business processes. This involves engaging with both business and DD&T stakeholders to continuously align with the CEXP Program objectives.
• Act as a key liaison across a global team, engaging with over 150 Global and Regional stakeholders to resolve issues and overcome impediments in line with the program's guiding principles for Business Transformation activities.

ACCOUNTABILITIES

• Collaborate with the CEXP Program Office to engage global business teams across all Takeda Regions and Functions. Define core capability needs and assess variations to harmonize business processes and capabilities organization-wide.
• Develop and manage a comprehensive library of assets that articulate the Business Transformation vision. This resource will serve as a reference for business and IT stakeholders, aiding in capability assessment, recommendations, and ongoing management throughout the program's lifecycle.
• Establish and continuously refine governance for the CEXP Business Transformation vision. Ensure clear program engagement, visibility of outcomes, and a robust framework for informed decision-making to maintain the "common core" with stakeholder involvement.
• Develop and maintain the "common core" capability library and primary business processes related to the target Customer Experience. Work with business and DD&T teams to align and refine the Business Transformation vision per CEXP Program objectives.
• Facilitate strong relationships with key business groups impacted by the program. Act as a bridge between business units and DD&T teams (e.g., CEE, EDS) to align digital transformation with the Business Transformation vision.
• Foster stakeholder alignment and manage cross-functional teams. Address awareness, issue management, and conflict resolution while maintaining customer satisfaction with the program's outcomes.
• Promote the Business Transformation vision to stakeholders, enhancing awareness, advocacy, and engagement.
• Drive ongoing change efforts to ensure the successful implementation of CEXP transformation initiatives.
• Lead strategic initiatives as identified by Program leadership to advance the program's objectives.

EDUCATION, BEHAVIOURAL COMPETENCIES AND SKILLS:

• Degree in Business and/or, Computer Science or other relevant graduate degree required;
• 8+ years of experience in business program management, business process redesign, commercial operations or similar.
• Experience in consulting and solving complex corporate challenges;
• Experience conveying current technology trends (e.g., AI and grid computing), excellent feel for exceptional user experiences and design;
• 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.

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.
For Location:
Cambridge, MA
U.S. Base Salary Range:
$208,200.00 - $327,140.00
The estimated salary range reflects an anticipated range for this position. The actual base salary offered may depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job. The actual base salary offered will be in accordance with state or local minimum wage requirements for the job location.
U.S. based employees may be eligible for short-term and/ or long-term incentives. U.S. based employees may be eligible to participate in medical, dental, vision insurance, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, a tuition reimbursement program, paid volunteer time off, company holidays, and well-being benefits, among others. U.S. based employees are also eligible to receive, per calendar year, up to 80 hours of sick time, and new hires are eligible to accrue up to 120 hours of paid vacation.
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.
Locations
Cambridge, MA
Worker Type
Employee
Worker Sub-Type
Regular
Time Type
Full time
Job Exempt
Yes
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