Next Generation Customer Experience Lead Nordics

Job Description

• Responsible for leading the vision, defining the strategy and ensuring operational excellence to achieve superior results in driving the Next Generation of Customer Experience across the Nordics in alignment with EUCAN strategy / -platform priorities and Nordic business needs
• Lead, energize and elevate the capabilities of the NGCE team and the entire MCO to deliver a superior customer experience in prioritized therpeutic areas across the Nordics contributing to superior business outcomes
• Exemplify and reinforce a holistic approach through cross-functional / cross-LOC collaboration and embed this culture across the NGCE team and the MCO
• Indentify and act on strategic opportunities that differentiate Takeda as a leader in Next Generation Customer Experience
• Nordics point of contact for Global, GPD and EUCAN NGCE leadership

• Adapt and operationalize Corporate / Regional strategy for NGCE into MCO strategy and objectives and drive its implementation and execution to achieve a superior customer experience across the MCO
• Demonstrate strategic enterprise thinking in leading MCO NGCE initiatives synergistically in the context of the overarching organization
• Orchestrate an effective matrix environment by enabling various levels and functions to attain an overall organizational perspective and align to NGCE priorities and deliverables
• Support corporate strategy development for NGCE by actively contributing relevant MCO insights to Regional & Global teams
• Drive operational excellence, best practice development and implementation as well as knowledge sharing in NGCE across the MCO

• Defines Nordics NGCE priorities / deliverables and drives operationalization in alignment with EUCAN NGCE strategy and Nordic business needs
• Drives the standardization and harmonization of customer domain data (OCE etc)
• Ensure local OCE tools and platforms in the LOCs/MCOs are aligned with one another and with global technology standards as well as enterprise platform priorities
• Business acumen in the commercial space with life science focus

• Take ownership over NGCE transformation across the MCO and excels thought leadership
• Empower team and enable the organization to succeed in NGCE by fully utilizing the data, digital and technology offering and ensuring it becomes an integral part of business planning & -execution
• Achieve executional excellence in NGCE through continuous demonstration of professional & empowering leadership
• Inspire new ways of thinking and “can-do attitude” with confidence and loyalty. Create a climate which encourages calculated risk taking where trial and error is accepted as a part of the learning process.
• Provide leadership that drives a new way of agile working that is built on collaboration, trust and empowerment
• Leads the MCO NGCE team consisting of NGCE Business Partners, MCO OCE Leads and OCE Technology Partner

• Leads the MCO NGCE team
• Ensures OCE tools and platforms across the MCO are aligned with one another and with global technology standards
• Drives insight generation from local OCE ecosystem to optimize customer experience and streamline operations at scale (incl. content excellence, campaign operations) by defining pilots, roadmaps, responsibilities etc.

• Aligns NGCE with Takeda´s enterprise platform priorities
• Supports the EUCAN NGCE community with co-creation, scaling and best practice sharing
• Acts as single point of contact for EUCAN NGCE leader / steer committee, ensure local cross-functional alignment and resource prioritization
• Strengthens Takeda's positioning in Nordic healthcare ecosystem as a leader in NGCE
• Supports the EUCAN NGCE team by providing Nordic input on future of customer experience and personalization of interaction
• Leads orchestration of priorities and activities from EUCAN NGCE across the Nordic TAs and brands

• Generates breakthrough NGCE solutions to existing challenges, and enables others to do the same

• Draws on unexpected or seemingly unrelated ways of thinking
• Strategic view & ability to influence beyond own remit/area
• Excellent level of innovative skills to lead cross-functional / cross-country teams in utilizing NGCE with transformative outcomes

• Senior leader with a passion for driving transformation in NGCE
• An entrepreneur by nature – balancing local, regional & global corporate perspectives
• Ability to connect and influence a broad range of external & internal stakeholders from different professions, functions and geographies to drive tangible delivery and outcomes
• Business acumen, experience in driving organizational change, strong understanding of healthcare systems and a strong strategic enterprise view that extends beyond own remit
• Exceptional understanding of HC environment, future trends and innovative mindset
• Ability to prioritise a wide variety of tasks and requests and work with a complex set of stakeholders
• Min. 5 years of experience in multi-channel marketing with hands-on knowledge of digital tactics, campaigns and OCE journeys
• Successful track record in digital marketing in pharma with leadership experience
• Demonstrated experience in pull-through of global journey & campaign blueprints to local markets and worked with local teams on localization/capability building
• In-depth knowledge and understanding of digital, channels, platforms, ecosystem & up to date with latest development/innovation around digital marketing
• Able to drive customer excellence with a focus on partnering with cross-country / cross-functional teams
• Experience in AGILE ways of working