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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
DIMENSIONS AND ASPECTS
Leadership
Decision-making and Autonomy
Interaction
Innovation
Complexity
EDUCATION, BEHAVIOURAL COMPETENCIES AND SKILLS:
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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About Takeda Pharmaceuticals
Takeda is a global, research and development-driven pharmaceutical company committed to bringing better health and a brighter future to patients by translating science into life-changing medicines.
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