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Job Description

Customer Experience Enablement Lead

Takeda Pharmaceutical

USA - MA - Cambridge - Kendall Square - 500

About the role:

The Customer Experience Enablement Lead Oncology Business Unit (OBU) 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 OBU 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 OBU, 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 OBU 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 OBU.

• 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 OBU products leveraging Enterprise Customer Experience Platform capabilities.

How you will contribute:

• Act as a single point of contact for OBU Product Managers when designing solutions on Takeda’s Customer Experience Enterprise Platform.

• Be the technical expert and trusted advisor of OBU 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 OBU Product Managers through Global Customer Experience capabilities through utilization of reusable 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 OBU.

• Work with Takeda Demand Managers to setup delivery teams of internal/external technical solution specialists, in line with the roadmap and demands in OBU.

• 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 successfu