Digital CX Lead

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Job Description

Title: Digital CX Lead

Location: Toronto, Canada

About the role:

As the Digital CX Lead, you will be responsible for enabling the successful adoption, utilization, and value realization of customer engagement and content capabilities within the Canada LOC, with deep MarTech expertise across platforms, integration points, and digital execution. Working closely across Commercial, Medical, Marketing & Commercial Operations and DD&T, and drive the adoption of omnichannel engagement capabilities, Content Factory services, content innovation capabilities, TakedaConnect, and the broader web ecosystem. You will serve as business partner and point of contact for local customer engagement and content capability enablement, ensuring global capabilities are effectively deployed, adopted, and optimized to support customer engagement objectives within Canada. You will be 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.

Reporting Manager: Head of DD&T, Canada

How will you contribute:

Customer Engagement & Omnichannel

• Drive adoption of customer engagement and omnichannel capabilities across Commercial and Medical, including TakedaConnect and key web ecosystem touchpoints.

• Support local adoption of NBA and Voice of Customer capabilities in close collaboration with DD&T team members (e.g. Tech and AI partner, data product manager) and cross-functional business partners.

• Enable effective utilization of digital engagement platforms and services, with strong focus on understanding MarTech platform integration dependencies, interoperability needs, and reliable local execution.

• Ensure content and campaign execution is designed to generate structured, usable data for insights, reporting, and optimization, and partner with Data Excellence and Data Products to support interoperability, consistency, and analytics readiness across CX platforms.

• Systematically capture pain points, unmet needs, and capability gaps in Canada’s Digital CX and content ecosystem. Translate findings into clear, actionable inputs for IBU / Global DD&T platform and product teams, including assessment/activation of new channels, e.g. WABA.

• 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, while understanding local content requirements such as PAAB and partnering with cross-functional team and external stakeholders as needed to address them effectively.

• 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, using the shared requirements-discovery approach to frame CX and content needs clearly and routing broader cross-domain demand through the Technology & AI Partner as appropriate.

Stakeholder Partnership

• Partner with Commercial, Medical, MCE, and DD&T teams to enable integrated customer engagement, content excellence, TakedaConnect, and the local web ecosystem.

• Support rollout and adoption of new capabilities and enhancements.

• Provide market feedback and local insights to global teams.

Ways of Working / Scope Boundaries
This role ensures local enablement, adoption, and continuous improvement of customer engagement and content capabilities in Canada, including TakedaConnect and relevant web ecosystem touchpoints, in close coordination with Technology and AI partner and other stakeholders. The role partners closely with IBU DD&T, MCE, Commercial and Marketing Operations, NGCE, and cross-functional partners in Commercial and Medical team who are responsible for content and execution within their domains.

What you bring to Takeda:

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

• 7+ years of relevant experience in digital engagement, omnichannel, customer experience, content management, marketing technology, or CRM/technology roles within pharmaceutical/life sciences.

• Strong growth mindset, with openness to feedback, continuous learning, and adapting quickly in a changing business and technology environment.

• Deep understanding of customer engagement capabilities, content management approaches, digital channels, and MarTech platforms, including platform integration and interoperability across the CX and web ecosystem.

• Experience enabling adoption and effective use of digital and content platforms in a local market context, including campaign enablement, user training, and technical troubleshooting.

• Experience working across business and technology organizations, with strong stakeholder management and communication skills.

• Knowledge of data privacy, consent management, and compliance requirements in a regulated environment, including awareness of local market content requirements such as PAAB and how to partner effectively to address them.

• 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.

This job posting is for a new role.

Takeda may use additional Talent Acquisition technologies and artificial intelligence to support the recruitment process, including video interviewing. Artificial intelligence will be used to support, but not solely determine, applicability for a specific position.

Takeda Canada encourages applications from all qualified candidates. In accordance with our accommodation policies and applicable provincial accessibility legislation, please advise us if you need accommodation in order to participate in the recruitment process. Any information you provide relating to accommodation will be addressed confidentially.

Locations

Toronto, Canada

Base Salary Range:

$149,000.00 - $198,000.00

The estimated salary range reflects an anticipated range for this position. The actual base salary offered may depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

Canada based employees may be eligible for a comprehensive range of benefits and incentives. Benefit eligibility varies by position and can include, amongst others:

• short-term and/or long-term incentives

• subsidies for fitness and internet

• medical, dental, and vision insurance

• basic life and accidental death and dismemberment (AD&D) insurance

• participation in the Registered Retirement Savings Plan (RRSP); company match into a Deferred Profit-Sharing Plan (DPSP) (if eligible)

• short-term and long-term disability coverage

• annual vacation entitlement; additional paid time off and company holidays

• a tuition reimbursement program

• a variety of well-being benefits

Les collaborateurs basés au Canada peuvent, selon leurs postes, bénéficier d’un ensemble complet d’avantages sociaux. L’éligibilité à ces avantages varie selon le poste, et peut inclure:

• des primes ou dispositifs d’intéressement à court et/ou long terme,

• des subventions pour les abonnements sportifs et abonnements internet

• une assurance santé incluant la prise en charge des frais médicaux, dentaires et optiques

• une assurance vie de base ainsi qu’un assurance en cas de décès ou de mutilation accidentels (AD&D)

• une participation au Régime enregistré d’épargne-retraite (REER) ; contribution équivalente de l’entreprise dans un régime de participation différée aux bénéfices (RPDB) (si admissible)

• une couverture en cas d’incapacité de travail temporaire ou prolongée

• un droit à congés payés annuels, avec jours de vacances, jours de récupération et jours fériés spécifiques à l’entreprise

• un programme de remboursement des frais de scolarité

• une variété d’avantages liés au bien-être

Worker Type

Employee

Worker Sub-Type

Regular

Time Type

Full time