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Next Generation Customer Experience (Omnichannel) Manager

Company

Takeda

Location

Toronto, Ontario

Type

Full time

Description

ROLE OBJECTIVE

The NGCE Manager drives next generation customer experience for healthcare professionals and patients by developing and implementing data driven, omnichannel engagement strategies in partnership with cross-functional business partners. The role blends data-driven customer journey planning, digital expertise, and cross functional collaboration to elevate customer value and enable organizational transformation.

KEY ACCOUNTABILITIES

  • Partner with cross functional teams to design and optimize data-driven and AI enabled omnichannel customer journeys.
  • Ensure local customer needs and insights are reflected in IBU and Canada NGCE strategies.
  • Cocreate scalable, insight driven customer solutions across digital, field, and traditional channels.
  • Build NGCE capability by upskilling teams in omnichannel customer engagement fundamentals (Customer journeys, campaign thinking, digital chan...

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