Head of Global Digital Patient Services

Takeda•Boston, MA

3d•Onsite

About The Position

Takeda is a global, values-based, R&D-driven biopharmaceutical leader committed to bringing better health and a brighter future to people worldwide. Our passion and pursuit of potentially life-changing treatments for patients are deeply rooted in over 240 years of heritage. The Head of Global Digital Patient Services spearheads digital strategies across Takeda’s patient services, focusing on an innovative and holistic approach to patient engagement. This role is pivotal in enhancing the entire spectrum of digital patient experiences, with core focus on US and other key international markets. The role owns the patient services platform roadmap and day-to-day governance across key platforms (i.e. Salesforce), including contract and SOW oversight and SLA/KPI management to ensure reliable, compliant performance and continuous improvement. In addition, the role maximizes platform utilization by driving adoption, enablement, and reuse across US brands and other key markets and optimizes configuration, data and analytics, and integrations to unlock underused capabilities, reduce redundant builds, and accelerate time-to-value. The Head of Global Digital Patient Services serves as a strategic business partner to the USBU & IBU Patient Engagement organization, aligning platform and digital priorities to business outcomes, setting a shared technology and data strategy, managing expectations through transparent roadmaps and governance, and ensuring accountable, on-time program delivery. Develop digital patient services strategy and initiatives that deepen patient engagement, leveraging Takeda's digital HUB services to support patients throughout their healthcare journey. Implement cutting-edge digital tools and analytics to support patient service team to identify unmet needs and connect with patients more effectively, facilitating earlier interventions and treatment management support. User experience excellence: Drive the design and continuous improvement of platforms, ensuring accessibility, ease of use, and high-quality interactions, with strong focus on building and leverage AI/Agent capabilities Digital ecosystem management: Work closely with digital health product and platform teams to deliver end-to-end and integrated digital patient experiences, aligning with the patient’s needs and Takeda’s therapeutic areas. Patient data insights: Utilize data to gain insights into patient behaviors, optimize digital strategies to meet their expectations and improve engagement. Omnichannel engagement platforms: Develop and manage diverse digital channels that facilitate a comprehensive and integrated patient experience. Cross-functional leadership: Work across functions to unify patient engagement efforts, ensuring a consistent and supportive digital journey for all stakeholders. Quality and regulatory adherence: Maintain the highest standards of digital experience quality, ensuring all initiatives are compliant with relevant healthcare regulations. Outreach and patient acquisition: Innovate in digital outreach techniques to enhance patient finding and acquisition strategies, using digital analytics to inform outreach efforts. Leadership Vision and Strategy: Develop a clear vision for the digital transformation of the company and articulate a compelling strategy that aligns with the overall business objectives. This includes identifying opportunities for leveraging data, digital, and technology to drive innovation, improve operational efficiency, and enhance patient outcomes. Business Alignment: Ensure that the data, digital, and technology strategy is closely aligned with the company's business goals and objectives. Collaborate with key stakeholders across different functions to understand their needs and priorities and translate them into actionable technology initiatives that deliver value to the organization. Communication: Effectively communicate the data, digital, and technology strategy to all levels of the organization, including executives, managers, and employees. Clearly articulate the benefits, challenges, and impact of the strategy, and ensure that everyone understands their role in its execution. Foster open and transparent communication channels to encourage feedback and collaboration. Influencing Others: Influence and inspire key stakeholders to embrace the digital transformation journey. Build strong relationships with executives, department heads, and external partners to gain their support and commitment. Demonstrate the value and potential of data, digital, and technology initiatives through compelling storytelling and evidence-based arguments. Managing Change: Lead change management efforts to ensure smooth adoption and implementation of new technologies and processes. Anticipate and address potential resistance or challenges, and develop strategies to overcome them. Provide guidance and support to employees throughout the change process, and foster a culture of adaptability and resilience. Decision-making and Autonomy Experience driving change in processes and organizations, while maintaining working relationships with key business customers. Understands Risk management with the ability to identify, analyze, track, manage and resolve risk issues that impact projects. Interaction Internal Relationships: As the Head of Global Digital Patient services, you will engage with various internal stakeholders across different functions and levels of the organization. This includes executives, department heads, project teams, and employees. You will collaborate closely with these stakeholders to understand their needs, align strategies, and ensure the successful execution of data, digital, and technology initiatives. External Relationships: You will also establish and maintain relationships with external partners, such as technology vendors, research institutions, startups, and regulatory bodies. These relationships will be crucial for staying updated on industry trends, accessing cutting-edge solutions, and leveraging external expertise to drive innovation and digital transformation in the biopharmaceutical sector. Span of Engagement: Your engagement with others will span across various activities, such as strategic planning, project management, collaboration on cross-functional initiatives, and communication of the data, digital, and technology strategy. You will actively participate in meetings, workshops, and conferences to share insights, gather feedback, and build consensus among stakeholders. Nature of Engagement: The nature of your engagement with others will involve effective communication, collaboration, and influence. You will need to communicate the vision, strategy, and progress of data, digital, and technology initiatives to stakeholders in a clear and compelling manner. You will collaborate with cross-functional teams to drive alignment and ensure successful implementation. Additionally, you will influence and inspire others to embrace digital transformation and adopt new technologies and processes. Relationship Building: Building strong relationships with internal and external stakeholders is essential for the success of your role. This involves actively listening to their needs, providing guidance and support, and fostering a collaborative and inclusive work environment. By building trust and rapport, you can effectively navigate complex organizational dynamics and drive the digital transformation agenda. Innovation Scientific Knowledge: As the Head of Global Digital Patient Services you should have a strong understanding of scientific principles and the biopharmaceutical industry. This knowledge will enable you to identify opportunities for innovation, understand the potential impact of emerging technologies, and effectively collaborate with scientific and research teams. Knowledge Sharing: Encourage a culture of knowledge sharing and collaboration within the organization. Foster an environment where employees are encouraged to share their ideas, insights, and expertise related to data, digital, and technology. Facilitate cross-functional collaboration and create platforms for sharing best practices and lessons learned. Innovation: Foster a culture of innovation by encouraging and supporting creative thinking, experimentation, and risk-taking. Promote the exploration of new technologies, methodologies, and approaches to drive digital transformation and enhance business outcomes. Encourage employees to challenge the status quo and embrace a mindset of continuous improvement. Risk-taking: Embrace calculated risk-taking by evaluating the potential risks and rewards associated with innovative initiatives. Encourage employees to take calculated risks and learn from failures. Provide a supportive environment where employees feel empowered to propose and implement innovative ideas, even if they involve some level of uncertainty.

Requirements

Strong understanding of scientific principles and the biopharmaceutical industry.
Experience driving change in processes and organizations, while maintaining working relationships with key business customers.
Ability to identify, analyze, track, manage and resolve risk issues that impact projects.
Experience in strategic planning, project management, collaboration on cross-functional initiatives, and communication of data, digital, and technology strategy.
Effective communication, collaboration, and influence skills.
Ability to communicate the vision, strategy, and progress of data, digital, and technology initiatives to stakeholders in a clear and compelling manner.
Ability to collaborate with cross-functional teams to drive alignment and ensure successful implementation.
Ability to influence and inspire others to embrace digital transformation and adopt new technologies and processes.
Ability to build strong relationships with internal and external stakeholders.
Ability to actively listen to stakeholder needs, provide guidance and support, and foster a collaborative and inclusive work environment.
Ability to navigate complex organizational dynamics and drive the digital transformation agenda.
Knowledge of AI/Agent capabilities.
Experience with Salesforce platform.
Experience with digital patient services.
Experience with digital patient engagement strategies.
Experience with digital ecosystem management.
Experience with patient data insights and optimization of digital strategies.
Experience with omnichannel engagement platforms.
Experience with cross-functional leadership.
Experience with quality and regulatory adherence in digital initiatives.
Experience with digital outreach and patient acquisition strategies.
Experience developing and communicating data, digital, and technology strategy.
Experience managing change efforts for technology and process adoption.
Experience fostering a culture of knowledge sharing and collaboration.
Experience fostering a culture of innovation.
Experience encouraging experimentation and risk-taking.
Experience promoting the exploration of new technologies, methodologies, and approaches.
Experience encouraging employees to challenge the status quo and embrace a mindset of continuous improvement.
Experience with calculated risk-taking.
Experience providing a supportive environment for innovation.

Nice To Haves

Experience with US and other key international markets.

Responsibilities

Spearheads digital strategies across Takeda’s patient services, focusing on an innovative and holistic approach to patient engagement.
Enhances the entire spectrum of digital patient experiences, with core focus on US and other key international markets.
Owns the patient services platform roadmap and day-to-day governance across key platforms (i.e. Salesforce), including contract and SOW oversight and SLA/KPI management.
Maximizes platform utilization by driving adoption, enablement, and reuse across US brands and other key markets.
Optimizes configuration, data and analytics, and integrations to unlock underused capabilities, reduce redundant builds, and accelerate time-to-value.
Serves as a strategic business partner to the USBU & IBU Patient Engagement organization, aligning platform and digital priorities to business outcomes.
Sets a shared technology and data strategy, managing expectations through transparent roadmaps and governance, and ensuring accountable, on-time program delivery.
Develops digital patient services strategy and initiatives that deepen patient engagement, leveraging Takeda's digital HUB services to support patients throughout their healthcare journey.
Implements cutting-edge digital tools and analytics to support patient service teams to identify unmet needs and connect with patients more effectively, facilitating earlier interventions and treatment management support.
Drives the design and continuous improvement of platforms, ensuring accessibility, ease of use, and high-quality interactions, with strong focus on building and leverage AI/Agent capabilities.
Works closely with digital health product and platform teams to deliver end-to-end and integrated digital patient experiences, aligning with the patient’s needs and Takeda’s therapeutic areas.
Utilizes data to gain insights into patient behaviors, optimize digital strategies to meet their expectations and improve engagement.
Develops and manages diverse digital channels that facilitate a comprehensive and integrated patient experience.
Works across functions to unify patient engagement efforts, ensuring a consistent and supportive digital journey for all stakeholders.
Maintains the highest standards of digital experience quality, ensuring all initiatives are compliant with relevant healthcare regulations.
Innovates in digital outreach techniques to enhance patient finding and acquisition strategies, using digital analytics to inform outreach efforts.
Develops a clear vision for the digital transformation of the company and articulates a compelling strategy that aligns with the overall business objectives.
Ensures that the data, digital, and technology strategy is closely aligned with the company's business goals and objectives.
Collaborates with key stakeholders across different functions to understand their needs and priorities and translate them into actionable technology initiatives that deliver value to the organization.
Effectively communicates the data, digital, and technology strategy to all levels of the organization, including executives, managers, and employees.
Influences and inspires key stakeholders to embrace the digital transformation journey.
Builds strong relationships with executives, department heads, and external partners to gain their support and commitment.
Leads change management efforts to ensure smooth adoption and implementation of new technologies and processes.
Drives change in processes and organizations, while maintaining working relationships with key business customers.
Identifies, analyzes, tracks, manages and resolves risk issues that impact projects.
Engages with various internal stakeholders across different functions and levels of the organization.
Collaborates closely with internal stakeholders to understand their needs, align strategies, and ensure the successful execution of data, digital, and technology initiatives.
Establishes and maintains relationships with external partners, such as technology vendors, research institutions, startups, and regulatory bodies.
Participates in meetings, workshops, and conferences to share insights, gather feedback, and build consensus among stakeholders.
Communicates the vision, strategy, and progress of data, digital, and technology initiatives to stakeholders in a clear and compelling manner.
Collaborates with cross-functional teams to drive alignment and ensure successful implementation.
Builds strong relationships with internal and external stakeholders.
Fosters a culture of knowledge sharing and collaboration within the organization.
Facilitates cross-functional collaboration and creates platforms for sharing best practices and lessons learned.
Fosters a culture of innovation by encouraging and supporting creative thinking, experimentation, and risk-taking.
Promotes the exploration of new technologies, methodologies, and approaches to drive digital transformation and enhance business outcomes.
Encourages employees to challenge the status quo and embrace a mindset of continuous improvement.
Embraces calculated risk-taking by evaluating the potential risks and rewards associated with innovative initiatives.
Encourages employees to take calculated risks and learn from failures.
Provides a supportive environment where employees feel empowered to propose and implement innovative ideas, even if they involve some level of uncertainty.