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Head of Customer Experience

Location
Woodstock, Illinois
Remote Working
Remote Working
Job Type
Permanent
Posted
12 Sep 2022

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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 "hybrid" in accordance with Takeda's Hybrid and Remote Work policy.

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

OBJECTIVES/PURPOSE

Lead initiatives in the BioLife Customer Experience (CX) Center of Excellence to drive a comprehensive strategic approach to improving the customer experience. Communicates the CX strategy across the organization, ensures understanding and buy-in. This includes establishing new/ improved key performance indicators for the customer experience, measuring and monitoring performance, and ensuring improvement plans are executed. Follows through to ensure model is working, responsive to change and evolves in keeping with business objectives.

ACCOUNTABILITIES

  • Serve as an innovative thought leader and subject matter expert in CX strategy, customer service, service delivery/contact centers and related KPIs.
  • Create the CX Center of Excellence through engagement, design, and facilitation, ensuring all functions across the end to end experience participate in the journey
  • Drive cross-functional efforts across BioLife to elevate understanding, illustrate opportunities and help the organization improve the customer experience consistently and cohesively
  • Manage customer experience transformation plan including pilots, education, communication, training, metrics and reviews/readouts
  • Facilitate understanding of what is important to customers and how the organization is performing relative to customer needs
  • Own and execute service standards deployment to embed a culture of service excellence in BioLife
  • Support financial model that quantifies and illustrates the business value and ROI of investing in customer experience
  • Establish and manage CX KPI Dashboard and the identification of resulting improvement opportunities

DIMENSIONS AND ASPECTS

Technical/Functional (Line) Expertise

  • Industry leading CX experience, and can teach CX methods and tools (eg, NPS, CES, closed-loop systems, mapping)
  • Proven experience in deploying CX technologies and infrastructure
  • Understands the internal and external environment and the business strategy
  • Engages and influences stakeholders with the particular emphasis on the leadership team
  • Effective program management capabilites to lead initiatives and facilitates cross-functional collaboration and support
  • Ability to employ data and research to create customer journey maps that help stakeholders "see" where the gaps and opportunities are to increase success
  • Experience establishing and managing a customer contact/call center
  • Leadership in a multi-unit enviroment

Leadership

• Integrity

• Fairness

• Honesty

• Perseverance

• Putting the patient at the center

• Building trust with society

• Reinforcing our reputation

• Developing the business

Decision-making and Autonomy

  • Decision making autonomy in accordance with budget guidelines and approved program scope
  • Delegates effectively

Interaction

  • Builds effective relationships, internally and externally
  • Communicates and collaborates well within and acros organizational levels

Innovation

  • Human-centered design thinking to guide continuity and bring the objectives from concept/ideation to reality

Complexity

  • Knowledge of the BioLife business, stakeholders and strategic objectives
  • Systems thinker- able to see the big picture as well as the details

EDUCATION, BEHAVIOURAL COMPETENCIES AND SKILLS:

  • BA/BS required, advance degree a plus
  • CCXP preferred
  • Core CX Competencies of Customer Experience Strategy; Experience Design & Improvement; Metrics, Measurement & ROI; Organizational Adoption & Accountabiity; VoC, Customer Insights & Understanding; Customer-Centric Culture
  • Proving track record of driving positive change in a complex environment
  • Experience facilitating cross-functional teams

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

Bannockburn, IL

Worker Type

Employee

Worker Sub-Type

Regular

Time Type

Full time
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Details

  • Job Reference: 710224212-2
  • Date Posted: 12 September 2022
  • Recruiter: Biolife Plasma Services
  • Location: Woodstock, Illinois
  • Remote Working: Some remote working possible
  • Salary: On Application
  • Job Type: Permanent