Customer Experience Business Lead

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Job Description

About BioLife Plasma Services

Every day at BioLife, we feel good knowing that what we do helps improve the lives of patients with rare diseases. While you focus on our donors, we’ll support you. We offer a purpose you can believe in, a team you can count on, opportunities for career growth, and a comprehensive benefits program, all in a fast-paced, friendly environment.

This position is currently classified as “remote” in accordance with Takeda’s Hybrid and Remote Work policy.

BioLife Plasma Services is a subsidiary of Takeda Pharmaceutical Company Ltd.

OBJECTIVES/PURPOSE

The Customer Experience Business Lead is responsible for supporting our service framework strategies across the BioLife global network. This includes creating a measurement system capable of detecting non-conformance and celebrating exceptional performance. This role will function as point person for all associated awards and award processes to recognize robust performance. They will collect new and innovative ideas to keep the framework fresh and exciting by creating sources of inspiration such as videos, stories, and in-person events.

The successful incumbent will be responsible for providing ongoing support of our Customer Feedback Management System requirements. This includes monitoring day-to-day processing and resolving is- sues in a timely manner, optimizing the support we receive from our vendor, building and refining dashboards to ensure data flows correctly into relevant systems, building surveys and associated sampling processes including the capture of relevant meta data, ensuring organizational access and roles are accurately reflected, and assisting the Director with implementation of the BioLife research roadmap.

The Customer Experience Business Lead will partner with cross-functional analytics leaders to create insights that assist with the identification and communication of donor and employee delights and pain points. This individual will prepare creative, unique, and effective presentations that drive storytelling to facilitate decision-making based on data derived from our Customer Feedback Management Systems and other sources of data.

This individual will own sentiment analytics tools and enable initial and ongoing work efforts to maintain relevant and useful donor and employee categorizations. They will also oversee the closed-loop process, including creation of reporting, leveraging data to create new insights, and then driving conformance across the organization. Finally, they will create tools to identify high and low performing donation centers to drive improvements for the entirety of the network.

ACCOUNTABILITIES

• Implement New Research Studies: Implement sampling strategies and survey constructs within Qualtrics.

• Metadata Inclusion: Partner with others in the organization to capture metadata that enables strong and actionable analytics.

• Support Prioritization Initiatives with Qualtrics: Optimize the organizational value of Bio Life's customer support package expenditures through weekly meetings with our CFM (Customer Feedback Management) partner to ensure alignment with the broader organizational needs and priorities.

• Day to Day System Monitoring: Monitoring and maintenance of the BioLife CFM platform. Monitor progress and resolve any issues that occur quickly and accurately.

• Administer Survey Lottery: Monthly we will randomly select a survey respondent to receive a $25 gift card. Continue to work with Operations to ensure visibility of respondent selected.

• Dashboards: Build and refine CFMS dashboards and facilitate the data flow into other systems like BI and OCC to drive reporting consistency and bu