Customer Experience Business Lead

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About 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 “remote” in accordance with Takeda’s Hybrid and Remote Work policy.

BioLife Plasma Services is a subsidiary of Takeda Pharmaceutical Company Ltd.

OBJECTIVES / PURPOSE

The Customer Experience Business Lead is responsible for supporting our service framework strategies across the BioLife global network. This includes creating a measurement system capable of detecting non-conformance and celebrating exceptional performance. This role will function as point person for all associated awards and award processes to recognize robust performance. They will collect new and innovative ideas to keep the framework fresh and exciting by creating sources of inspiration such as videos, stories, and in-person events.

The successful incumbent will be responsible for providing ongoing support of our Customer Feedback Management System requirements. This includes monitoring day-to-day processing and resolving is- sues in a timely manner, optimizing the support we receive from our vendor, building and refining dashboards to ensure data flows correctly into relevant systems, building surveys and associated sampling processes including the capture of relevant meta data, ensuring organizational access and roles are accurately reflected, and assisting the Director with implementation of the BioLife research roadmap.

The Customer Experience Business Lead will partner with cross-functional analytics leaders to create insights that assist with the identification and communication of donor and employee delights and pain points. This individual will prepare creative, unique, and effective presentations that drive storytelling to facilitate decision-making based on data derived from our Customer Feedback Management Systems and other sources of data.

This individual will own sentiment analytics tools and enable initial and ongoing work efforts to maintain relevant and useful donor and employee categorizations. They will also oversee the closed-loop process, including creation of reporting, leveraging data to create new insights, and then driving conformance across the organization. Finally, they will create tools to identify high and low performing donation centers to drive improvements for the entirety of the network.

ACCOUNTABILITIES

+ Implement New Research Studies : Implement sampling strategies and survey constructs within Qualtrics.

+ Metadata Inclusion : Partner with others in the organization to capture metadata that enables strong and actionable analytics.

+ Support Prioritization Initiatives with Qualtrics : Optimize the organizational value of Bio Life’s customer support package expenditures through weekly meetings with our CFM (Customer Feedback Management) partner to ensure alignment with the broader organizational needs and priorities.

+ Day to Day System Monitoring : Monitoring and maintenance of the BioLife CFM platform. Monitor progress and resolve any issues that occur quickly and accurately.

+ Administer Survey Lottery: Monthly we will randomly select a survey respondent to receive a $25 gift card. Continue to work with Operations to ensure visibility of respondent selected.

+ Dashboards : Build and refine CFMS dashboards and facilitate the data flow into other systems like BI and OCC to drive reporting consistency and business value.

+ Respondent Removals for Compliance : When a donor requests removal of their information from BioLife systems, we must ensure their survey responses are removed. (Approximately 30 per month).

+ Amend Corrections to Survey Responses : Responsible to successfully change and/or make corrections in the Qualtrics database.

+ Maintain Access & Hierarchy : Ensure system functionality access (center staff) is up-do- date. (e.g., ability to upload data, view dashboards, etc.)

+ Resolve Systems Issues (e.g., Ticketing ): As central source for center-level questions, respond to each in a timely and quality manner. Maintain a list of FAQs for users of Qualtrics.

+ Qualtrics Training: Ensure ongoing training is monitored and/or completed for those who access the CFM plat- form.

+ Measurement of Service Vitals Adoption/Implementation: Partner across Operations and Business Excellence to define and report on KPIs (Key Performance Indicators) to measure impact of Service Vitals Framework on the business, e.g., harmonized onsite assessment results, safety measures such as TIRs/Near miss reporting, CSAT Vitals scoring, etc. Own and maintain monthly reporting and identification of improvements.

+ Coordinate Ignite Award: Coordinate the nomination process in adherence to defined standards, processing of celebration submission, ensuring winners have been notified properly, preparing communications for award, etc.)

+ Maintain & Enhance Vitals SharePoint : Maintain the SharePoint site content to ensure data is accurate, coordinating collection of stories, role modeling videos, and patient elements.

+ Research Results Analytics : Partner with analytics leads across the organization to create insights (graphical, tabular, etc.) that assist in the identification and communication of donor, and employee pain points.

+ CX Scorecards : Support CX Head in preparing monthly CX scorecards and other reporting, using data derived from CFM platforms and other sources of data.

+ Results Presentations: Partner to create a variety of presentations (executive level), including those that detail research analytics.

DIMENSIONS AND ASPECTS

Technical/Functional (Line) Expertise

+ Strong technical skills: knowledge of existing internal systems and data structures would be optimal, however not required. (Must have the technical aptitude to gain this knowledge).

+ Strong knowledge of Qualtrics and/or other CFM platforms.

+ Strong background in research and/or the aptitude to learn.

+ Experience with text analytics and the ability to leverage various tools to create automated categorizations.

+ Ability to manipulate various data structures.

+ This role will directly and indirectly lead significant projects. As such, the role requires strong project management skills and experience.

+ Strong skill base and demonstrated experience in PowerPoint, Excel, and SharePoint.

Leadership

Coordinates activities and influences business priorities across multiple functions including Data/Digital Technology, Marketing, and Operations. Successful incumbent will also exude the following leadership capabilities:

+ Integrity

+ Fairness

+ Honesty

+ Perseverance

+ Putting the Patient at the Center

+ Building Trust with Society

+ Reinforcing our Reputation

+ Developing the Business

+ Effective Coaching and Counseling Skills

Decision-Making & Autonomy

The individual in this role can make independent recommendations, influenced by data and facts, which drive broad organizational change. Decisions are typically complex and based on data from multiple sources and must utilize strong problem-solving and interpersonal skills.

**Interactio