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Customer Experience Lead, Lung

Boston, Massachusetts
Start date
Dec 3, 2023

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Job Details

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Job Description

About the role:

As a member of Takeda Oncology, your work will contribute to our bold, inspiring vision: We aspire to cure cancer. Here, you'll build a career grounded in purpose and be empowered to deliver your best. As part of the Next Generation Customer Experience team, you will report to Next Generation Customer Experience Lead and partner with U.S. Oncology Lung Franchise Brand teams, Insights & Analytics, and Data, Digital & Technology and external partners.

How you will contribute:
  • Defines vision, strategy and implementation of omnichannel marketing solutions that will improve the HCP customer experience. Coordinates with brand teams to plan and execute across web, SEO/SEM, email, direct mail, social media, and digital advertising to optimize the user funnels to drive demand.

  • Leads marketing team counterparts and third-party agency/vendor partners to create agile content and implement marketing tactics that execute on brand strategy in the following areas: website design, personalization and optimization, SEO, paid search, CRM, digital display media, and social media.

  • Identifies trends and insights to optimize spend, performance and ROI, leveraging the Insights and Analytics team to educate the larger Brand team and leadership on the available metrics and data in terms of audience engagement, response to ads, and campaign fulfillment.

  • Evaluates emerging technologies and provides thought leadership and perspective for adoption where appropriate. Evaluates emerging trends and implements marketing strategies in various channels – personal promotion, non-personal promotion and congresses.

  • Utilizes audience research and trend analysis to develop supporting modular, personalized content. Evaluates customer research, market conditions and competitor activities.

  • Establishes key objectives and performance metrics for omnichannel campaigns in partnership with Insights & Analytics and agency partners. Makes recommendations for campaign optimizations to improve overall performance.

  • Works cross-functionally to understand customer and business needs and align recommendations and strategy accordingly to different HCP segments.

  • Maintains knowledge of key product attributes and competitive differentiation to effectively position products in marketing channels.

  • Drives improvements in the financial performance of all campaigns through ongoing business analysis, financial analysis, and continuous process improvements and manage budgets for all projects.

  • Actively manages agency partner relationships, expectation setting, budgeting and contract reviews.

Minimum Requirements/Qualifications:
  • Bachelor’s degree

  • 8+ years of experience with increasing responsibilities in digital agency, marketing, or related function, preferably with pharma or healthcare industry experience·

  • Deep understanding of multichannel marketing tactics and digital channels, including but not limited to email, websites, webinars/webcasts, digital media programs, paid search, SEO, social media, mobile apps, digital sales aids and measurement/insight generation.

  • Demonstrated experience leveraging customer journeys and experience maps to engage target audiences during “moments that matter” - creating personalized, omnichannel solutions with the individual in mind.

  • Experience managing and driving accountability with multiple agencies of record to develop and execute marketing tactics on time and within budget.

  • Experience with A/B testing across channels and content types.

  • Strong analytical skills with demonstrated ability to assess business results of marketing tactics, define appropriate KPIs, and maximize value of marketing investment.

  • Proven experience advising stakeholders and effectively influencing business partners and peers.

  • Demonstrated ability to thoroughly learn new market, disease states and the products quickly.

  • Strong consultative skillset, including excellent discovery, detailed business analysis, workshop facilitation, roadmap planning, project management and interpersonal communication skills.

  • Ability to influence and persuade stakeholders in a wide range of departments at varying levels of seniority including senior leadership both in the US and globally

  • Self-motivated drive to work collaboratively and cross-functionally with a variety of business units such as Brand Marketing, Insights & Analytics, DD&T, Sales, and other key partners.

  • Financial management and budgeting abilities.

Travel requirements
  • Requires approximately 10% travel.

  • Willingness to travel to various meetings, conferences and could include overnight.

What Takeda can offer you:
  • Comprehensive Healthcare: Medical, Dental, and Vision

  • Financial Planning & Stability: 401(k) with company match and Annual Retirement Contribution Plan

  • Health & Wellness programs including onsite flu shots and health screenings

  • Generous time off for vacation and the option to purchase additional vacation days

  • Community Outreach Programs and company match of charitable contributions

  • Family Planning Support

  • Flexible Ways of Working

  • Tuition reimbursement

More about us:

At Takeda, we are transforming patient care through the development of novel specialty pharmaceuticals and best in class patient support programs. Takeda is a patient-focused company that will inspire and empower you to grow through life-changing work.

Certified as a Global Top Employer, Takeda offers stimulating careers, encourages innovation, and strives for excellence in everything we do. We foster an inclusive, collaborative workplace, in which our teams are united by an unwavering commitment to deliver Better Health and a Brighter Future to people around the world.

This position is currently classified as "hybrid" in accordance with Takeda's Hybrid and Remote Work policy.

In accordance with the CO Equal Pay Act, Colorado Applicants Are Not Permitted to Apply.

      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.


      Boston, MA

      Worker Type


      Worker Sub-Type


      Time Type

      Full time


      Takeda is a global, values-based, R&D-driven biopharmaceutical leader headquartered in Japan, committed to discover and deliver life-transforming treatments, guided by our commitment to patients, our people and the planet. Takeda focuses its R&D efforts on four therapeutic areas: Oncology, Rare Genetics and Hematology, Neuroscience, and Gastroenterology (GI). We also make targeted R&D investments in Plasma-Derived Therapies and Vaccines. We are focusing on developing highly innovative medicines that contribute to making a difference in people’s lives by advancing the frontier of new treatment options and leveraging our enhanced collaborative R&D engine and capabilities to create a robust, modality-diverse pipeline. Our employees are committed to improving quality of life for patients and to working with our partners in health care in approximately 80 countries and regions.

      For more information, visit

      Stock Symbol: TAK

      Company info
      650 East Kendall Street
      United States

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