Customer Experience Enablement Lead
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About The Position
The Customer Experience Enablement Lead for the Oncology Business Unit (OBU) at Takeda Pharmaceutical is a pivotal role that serves as the single point of accountability for business stakeholders. This position is responsible for thought partnership, solution design, and overseeing the delivery of customer experience initiatives across various delivery partners, including internal, external, and specialized partners. The Enablement Lead is tasked with understanding customer needs related to customer experience and aligning these needs with the OBU Product Manager and other Customer Experience Enablement Leads to inform the Global Customer Experience Platform Roadmap. In this role, the Enablement Lead will enable the planning, design, development, testing, and release of global products through the Customer Experience Enterprise Platform, driving platform adoption by local product teams. The individual will perform and manage Customer Experience Product Ownership for OBU, ensuring effective delivery across all delivery partners. The Enablement Lead will also contribute to the Global platform roadmap based on customer needs, working closely with local product managers to advise on solution design and architecture for their products, leveraging Enterprise Customer Experience Products. The Enablement Lead will act as a technical expert and trusted advisor to OBU Product Managers, ensuring full utilization of the Enterprise Platform by providing solution design, future roadmaps, architecture blueprints, and delivery enablement. This role requires collaboration with other Enablement Leads to build Global Customer Experience roadmaps and vision for solutions that enhance commercial outcomes, promote reusability, and standardization. The Enablement Lead will identify and deliver value to OBU Product Managers through Global Customer Experience capabilities, ensuring high-quality and high-value global products are delivered. Additionally, the Enablement Lead will support and manage a team of product owners responsible for delivery, ensuring they effectively groom product backlogs based on prioritized customer needs. The role involves driving the transformation journey towards agile product-based delivery, building trust and relationships with the OBU DDT and business teams through thought leadership, subject matter expertise, and quality solution design. The Enablement Lead will also ensure quality application support for various applications in scope and interface with the GDT organization for end-to-end solution design, adhering to Takeda's enterprise architecture and commercial governance principles.
