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.

DIMENSIONS AND ASPECTS

Technical/Functional (Line) Expertise

• Extensive experience in process design and continuous improvement methodologies.
• Demonstrated ability to develop a Business Transformation vision, assess vision feasibility and capability gaps, and plan journey management in relation to execution of a supporting strategy to realize the vision.
• Deep understanding of end-to-end Life Sciences (Pharma, and where relevant Consumer) business processes and capability needs across the value chain, with particular focus on late-stage R&D, Commercial and Medical areas which will be primarily impacted by the CEXP Program.
• Experience in working within a matrix program delivery model, driving consistent practices across direct and indirect teams.
• Awareness and willingness to engage with current technology topics as they related to the CEXP Program (e.g., cloud products and platforms, Agentic AI, and other relevant digital enablers).
• Awareness of how Agentic AI can automate business processes and Takeda’s future Go-to-market models.

Leadership

• Strong communication skills with the ability to articulate and optimize the Business Transformation vision based on the value to the user and the business.
• Extensive experience managing multiple internal and external parties in unison.
• Strong change management skills to enable a large global technology implementation.
• Demonstrates strong leadership skills which can be modelled by leaders across the department

Decision-making and Autonomy

• High levels of autonomy in making technical decisions and in problem-solving related to the Business Transformation vision, while retaining accountability for decisions to be reviewed within the Program and by various stakeholders.
• Works well independently with limited to moderate direction and oversight.
• Takes initiative to identify and resolve complex problems.
• Can plan, schedule and monitor own work and that of team, internal delivery team and external Third-Party providers.

Interaction

• Engage meaningfully with business (and IT) stakeholders to help Takeda enable scalable, innovative solutions through a “common core” of capabilities and processes;
• Interact with both business (and technical) stakeholders of all levels and with third-party suppliers;
• Develop and maintain trusted advisor relationships. The successful candidate in this role will need to demonstrate the ability to act as a trusted “Subject Matter Advisor” to senior global Takeda leadership in the context of the capabilities and functional processes associated with the CEXP Program.

Innovation

• Shape and innovate Business Transformation vision, with a future-facing approach aligned to Takeda stakeholder needs (and in the context of a rapidly transformation digital and data landscape, which will inform the “art-of-the-possible”) across Takeda’s global product teams, business units and global functions;
• Function as a thought leader and evangelist for innovative Business Transformation and business process harmonization in the context of the CEXP Program.
• Continually innovate to help maximize customer impact of the CEXP Program, and support (together with a wider Program team) achievement of a positive business case and stakeholder value proposition.

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 the “common core” (and Regional and Functional variations, where identified) and supporting primary processes to enable the Business Transformation vision across all Program stakeholders.

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

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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