Digital CX Lead

Digital CX Lead

Location:

Toronto, Canada

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 Mar Tech expertise across platforms, integration points, and digital execution. Working closely across Commercial, Medical, Marketing & Commercial Operations and DD&T, you will drive the adoption of omnichannel engagement capabilities, Content Factory services, content innovation capabilities, Takeda Connect, and the broader web ecosystem.

You will serve as a 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.

Head of DD&T, Canada

• Drive adoption of customer engagement and omnichannel capabilities across Commercial and Medical, including Takeda Connect and key web ecosystem touchpoints.
• Support local adoption of NBA and Voice of Customer capabilities in close collaboration with DD&T team members and cross‑functional business partners.
• Enable effective utilization of digital engagement platforms and services, focusing on Mar Tech 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, partnering 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.

• Drive adoption of Content Factory capabilities and services.
• Enable use of Content Hub, Assemble IQ, and modular content approaches, while understanding local content requirements such as PAAB and partnering with cross‑functional teams and external stakeholders to address them effectively.
• Promote content reuse and content best practices.
• Monitor adoption and identify opportunities to improve value realization.

• 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.

• Partner with Commercial, Medical, MCE, and DD&T teams to enable integrated customer engagement, content excellence, Takeda Connect, and the local web ecosystem.
• Support rollout and adoption of new capabilities and enhancements.
• Provide market feedback and local insights to global teams.

This role ensures local enablement, adoption, and continuous improvement of customer engagement and content capabilities in Canada, including Takeda Connect 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 teams who are responsible for content and execution within…