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Head of Customer Experience

Company: Biolife Plasma Services
Location: Evanston
Posted on: September 13, 2022

Job Description:

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 DescriptionAbout BioLife Plasma Services Every day at BioLife, we feel good knowing that what we do helps improve the lives of patients with rare diseases. While you focus on our donors, we'll support you. We offer a purpose you can believe in, a team you can count on, opportunities for career growth, and a comprehensive benefits program, all in a fast-paced, friendly environment. -- -This position is currently classified as "hybrid"-- - in accordance with Takeda's Hybrid and Remote Work policy.BioLife Plasma Services is a subsidiary of Takeda Pharmaceutical Company Ltd.OBJECTIVESPURPOSE Lead initiatives in the BioLife Customer Experience (CX) Center of Excellence to drive a comprehensive strategic approach to improving the customer experience.-- - Communicates the CX strategy across the organization, ensures understanding and buy-in.-- - This includes establishing new improved key performance indicators for the customer experience, measuring and monitoring performance, and ensuring improvement plans are executed. Follows through to ensure model is working, responsive to change and evolves in keeping with business objectives.-- -ACCOUNTABILITIES Serve as an innovative thought leader and subject matter expert in CX strategy, customer service, service deliverycontact centers and related KPIs.Create the CX Center of Excellence through engagement, design, and facilitation, ensuring all functions across the end to end experience participate in the journeyDrive cross-functional efforts across BioLife to elevate understanding, illustrate opportunities and help the organization improve the customer experience consistently and cohesivelyManage customer experience transformation plan including pilots, education, communication, training, metrics and reviewsreadoutsFacilitate understanding of what is important to customers and how the organization is performing relative to customer needsOwn and execute service standards deployment to embed a culture of service excellence in BioLifeSupport financial model that quantifies and illustrates the business value and ROI of investing in customer experienceEstablish and manage CX KPI Dashboard and the identification of resulting improvement opportunitiesDIMENSIONS AND ASPECTS TechnicalFunctional (Line) ExpertiseIndustry leading CX experience, and can teach CX methods and tools (eg, NPS, CES, closed-loop systems, mapping)Proven experience in deploying CX technologies and infrastructureUnderstands the internal and external environment and the business strategyEngages and influences stakeholders with the particular emphasis on the leadership teamEffective program management capabilites to lead initiatives and facilitates cross-functional collaboration and supportAbility to employ data and research to create customer journey maps that help stakeholders "see"-- - where the gaps and opportunities are to increase successExperience establishing and managing a customer contactcall centerLeadership in a multi-unit enviromentLeadership-- - - Integrity-- - - Fairness-- - - Honesty-- - - Perseverance-- - - Putting the patient at the center-- - - Building trust with society-- - - Reinforcing our reputation-- - - Developing the businessDecision-making and AutonomyDecision making autonomy in accordance with budget guidelines and approved program scopeDelegates effectivelyInteractionBuilds effective relationships, internally and externallyCommunicates and collaborates well within and acros organizational levelsInnovationHuman-centered design thinking to guide continuity and bring the objectives from conceptideation to realityComplexityKnowledge of the BioLife business, stakeholders and strategic objectivesSystems thinker- able to see the big picture as well as the detailsEDUCATION, BEHAVIOURAL COMPETENCIES AND SKILLS:-- -BABS required, advance degree a plusCCXP preferredCore CX Competencies of Customer Experience Strategy; Experience Design & Improvement; Metrics, Measurement & ROI; Organizational Adoption & Accountabiity; VoC, Customer Insights & Understanding; Customer-Centric CultureProving track record of driving positive change in a complex environmentExperience facilitating cross-functional teamsEEO StatementTakeda 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.LocationsBannockburn, ILWorker TypeEmployeeWorker Sub-TypeRegularTime TypeFull time

Keywords: Biolife Plasma Services, Evanston , Head of Customer Experience, Other , Evanston, Illinois

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