Digital CX Lead

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Job Description

Digital CX Lead – UK & Ireland

Opportunity

The Digital CX & Content Lead is responsible for enabling the successful adoption, utilization, and value realization of customer engagement and content capabilities within the UK & Ireland.

Working closely across Commercial, Medical and DD&T, this role drives adoption of omnichannel engagement capabilities, Content Factory services, content innovation capabilities, and emerging customer engagement solutions. The role serves as a key business-facing DD&T partner, ensuring global capabilities are effectively deployed, adopted, and optimized to support customer engagement objectives within the UK & Ireland.

The role is accountable for capability enablement, maturity assessment, best-practice sharing, and continuous improvement of digital customer engagement and content capabilities while helping identify opportunities to improve business outcomes through the effective use of data, digital, AI-enabled, and content-driven engagement approaches.

Job Responsibilities

Customer Engagement & Omnichannel

•  Drive adoption of customer engagement and omnichannel capabilities.

•  Support local adoption of NBA and Voice of Customer capabilities.

•  Enable effective utilization of digital engagement platforms and services.

•  Partner with business teams to improve customer engagement outcomes.

Content & Content Factory

•  Drive adoption of Content Factory capabilities and services.

•  Enable use of Content Hub, AssembleIQ, and modular content approaches.

•  Promote content reuse and content best practices.

•  Monitor adoption and identify opportunities to improve value realization.

Capability Innovation & Continuous Improvement

•  Support adoption of AI-enabled customer engagement capabilities and emerging solutions.

•  Identify opportunities to improve customer engagement and content effectiveness.

•  Share successful practices and lessons learned across teams and markets.

•  Gather user feedback and recommend capability improvements.

Stakeholder Partnership

•  Partner with Commercial, Medical, MCE, and DD&T teams.

•  Support rollout and adoption of new capabilities and enhancements.

•  Provide market feedback and local insights to global teams.

What you bring to Takeda

•  Bachelor's degree in Business, Marketing, Technology, Life Sciences, or related field.

•  Experience in digital engagement, omnichannel, customer experience, content management, or marketing technology.

•  Understanding of customer engagement capabilities, content management approaches, and digital channels.

•  Experience working across business and technology organizations.

•  Strong stakeholder management and communication skills.

•  5+ years of relevant CRM/technology experience in pharmaceutical/life sciences, in roles such as CRM Product Owner, CRM/Technology Manager, Project Manager, Analyst, or Business Partner.

•  Knowledge of data privacy, consent management, and compliance requirements in a regulated environment, including UK GDPR and the ABPI Code of Practice.

•  Customer-focused and outcome-oriented.

•  Strong collaborator and relationship builder.

•  Drives adoption and continuous improvement.

•  Promotes knowledge sharing and best practices.

•  Demonstrates curiosity for emerging digital and AI-enabled capabilities.

At Takeda we unite in diversity.

Takeda is committed to creating an inclusive workplace, where individuals are recognized for the diverse backgrounds and abilities they bring to our company. We are continually improving workplace experience and accessibility for everyone, and welcome applications from all qualified candidates. Here, you will feel welcomed, respected, and valued as an important contributor to our Team.

Locations

Paddington, Great Britain

Base Salary Range:

£70,100.00 - £96,360.00

For information about our benefits, please click here.

Worker Type

Employee

Worker Sub-Type

Regular

Time Type

Full time