Customer Experience Lead

Job Description

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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.

The Customer Experience Business Lead is responsible for supporting BioLife’s service framework strategies across our global network. This includes creating a measurement system capable of detecting non-conformance and celebrating exceptional performance. This role will be point person for all associated awards and award processes to recognize strong performance, driving the development of new and innovative ideas to keep the framework fresh and exciting, collecting creative sources of inspiration such as videos, stories, an in-person events. They will also partner with our Training, HR, Marketing and other functions organizations to ensure the service framework is part of the DNA of how we conduct business.
The Customer Experience Business Lead is also responsible for providing ongoing support to all of our Customer Feedback Management System requirements. This includes monitoring day-to-day processing and quickly resolving problems as they arise, optimizing the support our vendor provides to us each month, building/refining dashboards to ensure data flows into relevant systems, building surveys and associated sampling processes including the capture of relevant metadata, ensuring organizational access and roles are accurately reflected, and assisting the director with implementation of BioLife’s research roadmap.
The Customer Experience Lead will partner with cross-functional analytics leaders to create insights that assist with the identification and communication of donor and employee areas of delight and pain. This individual will prepare creative, unique and effective presentations that drive story telling to facilitate decision-making, based on the 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 in order to drive improvements in the network overall.
ACCOUNTABILITIES

• Service Framework Strategy: Responsible for measurement & implementation. Supporting strategies across our domestic & international networks, including creating a measurement system to detect non-conformance while celebrating exceptional performance.
• Service Framework Integration: Partner with our Training, HR, Marketing and other organizations to ensure the framework is part of the DNA of how we conduct business.
• Customer Feedback Management System Platform: Support through day-to-day care and maintenance, value optimization, survey and dashboard creation and maintaining access and roles across the organization.
• CX Research Roadmap: Assist Director with the creation and implementation of a CX research roadmap that creates significant value across BioLife’s domestic and international network.
• Analytics: Partner with the established analytics leads across the organization to create insights (graphical, tabular, etc.) that assist in the identification and communication of donor, and employee pain points.
• Preparation of presentations: Prepare clear and effective presentations that drive story telling to facilitate decision-making, based on the data derived from our Customer Feed-back Management Systems and other sources of data.
• Journeys: Support the development of donor and employee journeys across key moments that matter, and then partner throughout the organization to remove friction and increase delight.
• Departmental contracts: Support the administration necessary to implement contracts with vendors that support our CX initiatives.

DIMENSIONS AND ASPECTS

• Strong technical skills: knowledge of BioLife’s existing systems and data structures optimal. Otherwise, the technical aptitude to gain said knowledge.
• Strong knowledge of Qualtrics and/or other CFM platforms.
• Strong background in research and/or the aptitude to learn.
• Experience with text analytics and the ability to leverage various tools to create automated categorizations.
• Ability to manipulate various data structures.
• This role will directly and indirectly lead significant projects. As such, the role requires strong project management skills and experience.
• Strong skill base and demonstrated experience with: PowerPoint, Excel, and SharePoint.

Leadership

• Coordinates activities and influences business priorities across multiple functions including Data/Digital Technology, Marketing, and Operations.

Decision-making and Autonomy

• The individual in this role has the ability to make independent recommendations, influenced by data and facts, that drive broad organizational change. Decisions are typically complex and based on data from multiple sources, and utilize strong problem-solving and interpersonal skills.

Interaction

• This individual will manage relationships across multiple roles, locations and levels within BioLife. This individual will also manage multiple vendor relationships such as Qualtrics, Deloitte, etc.

Innovation

• This individual is expected to have Customer Experience expertise, including knowledge of practices considered Best-in-class within and outside of our industry.

Complexity

• This role has significant complexity associated with it. This is due to the cross-channel knowledge expectations, global reach, research and statistical expertise required, and the unique knowledge of Customer Experience practices.

EDUCATION, BEHAVIOURAL COMPETENCIES AND SKILLS:

• 5+ years of overall management and customer facing experience.
• BioLife experience preferred (global would be beneficial).
• Bachelor’s degree in Business, Statistics or Marketing or equivalent experience.
• Experience partnering cross-functionally to drive results including both Customer Experience and continuous improvement initiatives.
• Experience using Customer Feedback Management (CFM) systems (like Qualtrics). Great if they have BI experience too.
• Strong experience using Microsoft Excel and PowerPoint.
• Experience managing project type work.

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.

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