Digital Cx Lead (IBU DD&T)

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 The Future Begins Here At Takeda, we are leading digital evolution and global transformation. By building innovative solutions and future-ready capabilities, we are meeting the need of patients, our people, and the planet. Bengaluru, the city, which is India’s epicenter of Innovation, has been selected to be home to Takeda’s recently launched Innovation Capability Center. We invite you to join our digital transformation journey. In this role, you will have the opportunity to boost your skills and become the heart of an innovative engine that is contributing to global impact and improvement. At Takeda’s ICC we Unite in Diversity Takeda is committed to creating an inclusive and collaborative workplace, where individuals are recognized for their backgrounds and abilities they bring to our company. We are continuously improving our collaborators journey in Takeda, and we welcome applications from all qualified candidates. Here, you will feel welcomed, respected, and valued as an important contributor to our diverse team About the Role REPORTS TO: Head of Data, Digital & Technology (DD&T) – Area (Europe / Intercontinental ) ROLE OBJECTIVE Working in close collaboration with cross functional partners across the Cluster, IBU and ICC/GCC teams, you will lead and deliver Digital Customer Experience enablement for the Cluster while managing and developing Digital CX L e ad s within your remit Act as the ‘Area’ level lead for adoption, capability maturity, and value realization of Customer Engagement, Content, CRM, and Omnichannel capabilities, ensuring global solutions are effectively deployed, adopted, and optimized to deliver business value within local markets , setting direction and standards while remaining hands ‑ on in local markets and initiatives . Drive adoption, capability maturity, and value realization of Digital Customer Experience capabilities across the Cluster. Enable local teams to execute customer engagement, content, and omnichannel capabilities effectively by ensuring the right technical setup, standards, and capabilities are in place. Serve as the primary feedback and learning loop between Cluster execution and DD&T IBU, to continuously improve platforms and ways of working. Skills and qualifications: KEY ACCOUNTABILITIES People Leadership and Capability Development . Directly manage and coach Digital Cx Leads within the Area . Set clear objectives , priorities and ways of working aligned to Area and Global DD&T direction. Build a high ‑ performing, engaged Digital CX community across Area through mentoring, capability uplift and shared practices. Act as escalation point for complex delivery, capability and resourcing issues. Drive cluster adoption, capability maturity, and value realization of Customer Experience and Omnichannel capabilities. Ensure consistent, high-quality use of Takeda's customer engagement and MarTech platforms and enable rollout of new CX capabilities ( eg. new channels). Enable LOC execution capability (native language, local context) and, where compliant, controlled SFMC execution access to enable fast and simplified delivery of routine campaigns Content and Campaigns Enablement. Ensure LOCs can technically deploy, localize and effectively execute on campaigns and content delivered by MCE and Medical. Ensure current CRM enablement. Own and drive effective CRM adoption in the Cluster and ensure alignment with Global data and process standards. Facilitate CRM technical discussions and escalation needs with Global product owners. Support the evolution of CRM and customer engagement platforms through adoption of AgentForce and other AI-enabled capabilities. Lead CRM migration in the cluster, as part of the CXF program. Lead cluster ‑ level preparation, readiness and enablement for the CRM migration. Support configuration choices and local integrations while preventing unnecessary customization or technical debt Enable local adoption of Next Best Action (NBA) capabilities to deliver personalized customer engagement recommendations while incorporating local needs and market context. Support adoption of Voice of Customer ( VoC ) capabilities and customer feedback approaches to improve customer engagement effectiveness and experience. Drive adoption of Content Factory and Content Innovation capabilities. Enable and support capabilities such as Aprimo , Content Hub, AssembleIQ , content reuse, content activation, and modular content approaches while developing local capabilities and understanding of new content ways of working. Ensure specific CX Commercial and Medical Data standards are followed during local execution. Ensure content and campaign execution produces structured, high ‑ quality data to support insights, reporting, and optimization. Work closely with the Cluster Data Manager to ensure interoperability, consistency, and analytics readiness. Collect structured feedback from local users and provide input to IBU and Global DD&T teams. Systematically capture pain points, unmet needs, capability gaps, and successful practices across the Digital CX ecosystem and translate them into clear, actionable inputs for global product and platform teams. Act as a Digital CX enablement lead for the Cluster. Build confidence and capability in LOC teams through hands-on support and practical guidance. Help non-technical stakeholders understand how to effectively use Digital CX capabilities and platforms to deliver better customer engagement and business outcomes. DESIRED BEHAVIOUR Drives adoption and outcomes through influence, not authority and through effective people leadership . Builds trust with LOCs and global teams to remove barriers and accelerate usage. Develops people and leaders. Invests in coaching, feedback and capability building to scale impact beyond individual contribution. Balances technical depth with pragmatism. Makes sound technical decisions while keeping execution simple and scalable. Operates effectively in ambiguity. Navigates evolving CX platforms, priorities and market needs with structure and resilience. Builds strong cross functional networks. Works seamlessly with Commercial, Medical, Data, Technology, Compliance and Global DD&T teams. COMPETENCIES and EXPERIENCE REQUIREMENTS Demonstrated experience leading and developing managers or senior specialists in a matrix environment. Experience balancing hands ‑ on delivery with strategic leadership across multiple markets or geographies. 7+ years of experience in Digital, CRM, MarTech or Customer Experience platforms, preferably in Life Sciences. Strong hands ‑ on technical understanding of CRM platforms (e.g. Salesforce), content management systems, and MarTech ecosystems ( eg. SFMC) Proven experience enabling adoption of digital platforms across multiple markets or countries. Solid understanding of Omnichannel engagement, customer journeys, and content ‑ driven engagement models. Experience working with data standards, integrations and platform interoperability. Ability to translate between technical and non ‑ technical stakeholders with clarity and credibility. Experience in change, enablement or transformation roles within complex organizations. Preferable LOC experience and understanding of local market realities and constraints. Strong collaboration, communication and problem ‑ solving skills. * BENEFITS: It is our priority to provide competitive compensation and a benefit package that bridges your personal life with your professional career. Amongst our benefits are: Competitive Salary + Performance Annual Bonus Flexible work environment, including hybrid working Comprehensive Healthcare Insurance Plans for self, spouse, and children Group Term Life Insurance and Group Accident Insurance programs Employee Assistance Program Broad Variety of learning platforms Diversity, Equity, and Inclusion Programs Reimbursements – Home Internet & Mobile Phone Employee Referral Program Leaves – Paternity Leave (4 Weeks) , Maternity Leave (up to 26 weeks), Bereavement Leave (5 calendar days) ABOUT ICC IN TAKEDA: Takeda is leading a digital revolution. We’re not just transforming our company; we’re improving the lives of millions of patients who rely on our medicines every day. As an organization, we are committed to our cloud-driven business transformation and believe the ICCs are the catalysts of change for our global organization. Locations IND - Bengaluru Worker Type Employee Worker Sub-Type Regular Time Type Full time