TBS Customer Experience Senior Manager

Takeda Pharmaceutical Company Ltd Exton , PA 19341

Posted 2 months ago

By clicking the "Apply" button, I understand that my employment application process with Takeda will commence and that I agree with Takeda's Privacy Notice, Privacy Policy and Terms of Use.

Job Description

Customer Experience Manager

We are trusted partners driving next-generation capabilities who deliver simplified and innovative solutions for Takeda and patients.

Are you a Customer Experience Leader with experience mapping customer journeys and building a customer-centric strategy? Do you want to build something next-gen and innovative, while contributing to a greater purpose? As we continue our digital transformation and experience rapid growth in the U.S. and Europe, Takeda Business Solutions (TBS) is now hiring a Customer Experience Manager with a passion for connecting our customer strategy with digital solutions, and helping patients.

This is a vital role within the Change Management and Customer Experience Solutions Team (CMCx) - a dynamic, newly created team within Takeda Business Solutions. We are champions of the customer and ensuring our processes provide value based on customer need. We are building our approach and strategy to ensure our ambitious project portfolio and improvements are customer-centric.

Here, you will help TBS realize our inspiring vision to build and deliver simplified, innovative solutions by unlocking the value for our global business. This, in turn, empowers Takeda's unwavering commitment to patients.

As the Customer Experience Manager, you will create the E2E customer experience strategy, determine measurement methods, and champion the customer-centric culture and mindset in the TBS organization. Reporting to the Head of Change Management and Customer Experience, you will be an innovative, trusted partner and work transversally with internal business partners and all areas of the organization that interact with TBS.

Accelerate value & make an impact by:

  • Creating the vision, strategy, measurement methods, and operating model for TBS Customer Experience Solutions in Finance, HR and Procurement.

  • Determining the end to end Customer Experience strategy by defining customer personas, customer journeys, desired end state and milestones.

  • Defining and driving customer satisfaction analyses, measurements and reporting, and creating a strategy to address improvements to ensure customer centricity.

  • Championing cultural change to transform both the internal and external customer experience of TBS.

"Be part of a team inspired daily by our passion and

pursuit of life-changing treatments for patients."

  • Sanjay Patel, SVP & Global Head of TBS

Required qualifications:

  • Bachelor's degree or equivalent experience

  • Deep experience in creating Customer Service strategies and mapping customer journeys, experience in customer centric environments

  • Flexible and agile mindset to engage with a broad range of stakeholders and teams on transformation initiatives

  • Proven successful track record in designing customer centric processes and culture

  • Comfortable dealing with ambiguity and making decisions in a fast-paced dynamic environment.

  • Proven ability to work within a cross regional, functional, multicultural and virtual context (matrix organization)

  • Proven ability to influence and drive change and able to bring the team along the change journey through excellent business partnering skills

  • Ability to apply a continuous improvement lens across operations and demonstrate innovative thinking in line with owning & executing customer transformation opportunities and recommendations

  • Familiarity with project management approaches, tools, and phases of the project lifecycle.

  • Fluency in English, both verbally and written

  • Applied technology expertise: Voice, Web, Mobile, and Robotics. Strong SME in underlying technologies and delivery platforms.

  • Resilient, self-motivated and an adaptive leader, with strong customer orientation

  • Strong strategic and analytical thinking, Focused drive for results, emotional intelligence, trusted influence, conceptual thinking and process thinking are essential. Change management, communication, and problem-solving skills are also key leadership skills necessary for the role.

  • Must be a team player and able to work with and through others.

  • Comfortable challenging the status quo in a culturally respectable manner - not afraid to challenge

What Takeda can offer you:

  • A flexible work environment

  • Comprehensive benefits package

  • Continuous professional development and global career opportunities

  • The opportunity to build next-generation analytics solutions

  • A culture that encourages an entrepreneurial spirit, agile thinking, and collaboration

No recruiters please.


Exton, PA

Worker Type


Worker Sub-Type


Time Type

Full time

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TBS Customer Experience Senior Manager

Takeda Pharmaceutical Company Ltd