Global Head of HR Service Excellence & Experience

Takeda; Łódź; On-site; PLN 487,000 - 670,000; Full time

Job summary

Takeda is seeking a Head of HR Service Excellence based in Lodz, Poland. This senior role provides strategic direction and oversees the globally distributed Service Excellence team, driving end-to-end employee journeys with a focus on AI-enabled self-service and continuous improvement.

You will own the global service standards, knowledge base, and front-door experience, while partnering with regional hubs to balance cost, risk, and local variations.

Qualifications

• Significant senior leadership experience in HR shared services or equivalent.
• Experience leading distributed teams, including offshore or GCC models.
• Proven track record improving employee experience, service quality, cycle time, and cost-to-serve.

Responsibilities

• Provide strategic direction for the globally distributed Service Excellence team.
• Own the global service excellence roadmap and prioritization framework.
• Partner with HR PMO on governance, quality assurance, and benefits realization.
• Own the HR front-door experience and knowledge base governance.

Skills

Senior leadership

Distributed teams

Employee experience

Stakeholder mgmt

Education

Bachelor’s degree

Tools

Workday

ServiceNow

Case management

Knowledge management

Workflow

AI-enabled service channels

Job description

Takeda is seeking a Head of HR Service Excellence based in Lodz, Poland. This senior role provides strategic direction and oversees the globally distributed Service Excellence team, driving end-to-end employee journeys with a focus on AI-enabled self-service and continuous improvement.

You will own the global service standards, knowledge base, and front-door experience, while partnering with regional hubs to balance cost, risk, and local variations.