Skip to main content

This job has expired

You will need to login before you can apply for a job.

Customer Facing Experience Lead

Massachusetts - Virtual, Massachusetts
Start date
Feb 21, 2024

View more

Marketing, Market Research/Customer Experience
Required Education
Bachelors Degree
Position Type
Full time

Job Details

By clicking the “Apply” button, I understand that my employment application process with Takeda will commence and that the information I provide in my application will be processed in line with Takeda’s Privacy Notice and Terms of Use. I further attest that all information I submit in my employment application is true to the best of my knowledge.

Job Description

About the role:

As a member of Takeda Oncology, as an Associate Director, 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 Franchise Brand teams, Insights & Analytics, and Data, Digital & Technology and external partners.

How you will contribute:
  • Defines vision, strategy and implementation of customer facing experiences solutions that will improve the HCP customer experience. Coordinates with brand, sales, PVA and medical teams to plan and execute across NBA/alerts, CVAs, RTEs, Omnichannel and intelligence reporting to provide the best possible experience for field-based teams.

  • Leads and collaborates with the Insights and Analytics team to define how AI/ML can be leveraged for next best action alerts or customer interventions that will drive new behaviors/depth of engagement.

  • Leads the development of field intelligence, ie what data, KPIs, reports the field teams need in order to ensure the experience is optimal for pre call and post call execution – in collaboration with I&A team.

  • Be a change agent with empowering field teams to adopt new approaches to engagement; remote engagement, leveraging omnichannel approaches and ensuring we leverage new technologies, e.g. Gen AI, ML to empower better decisions and call execution.

  • Be the voice of the field-based teams to influence brand plans and internal strategies leading to anything which may impact our field-based teams experience by working with marketing, sales and medical leadership and teams as well at DD&T and CX&I.

  • Identifies trends and insights to optimize spend, performance and ROI, leveraging the Insights and Analytics team to educate the larger Brand/Field teams and leadership on the available metrics and data in terms of customer engagement and all relevant content and field channels.

  • 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 in relation to field-based teams.

  • 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, personas, adoption ladder.

  • 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.

Travel Requirements
  • Requires approximately 40% travel.

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

Minimum Requirements/Qualifications:
  • Bachelor’s degree

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

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

  • Demonstrated experienced leveraging customer journeys and experience maps to engage target audiences during “moments that matter”. -- creating personalized, field based and 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.

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

  • Financial management and budgeting abilities

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.

$143,000 to $205,000, based on candidate professional experience level. Employees may also be eligible for Short-term and Long-Term Incentive benefits as well. Employees are eligible to participate in Medical, Dental, Vision, Life Insurance, 401(k), Charitable Contribution Match, Holidays, Personal Days & Vacation, Tuition Reimbursement Program and Paid Volunteer Time Off. The final salary offered for this position may take into account a number of factors including, but not limited to, location, skills, education, and experience

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.


Massachusetts - Virtual

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

Get job alerts

Create a job alert and receive personalized job recommendations straight to your inbox.

Create alert