Global Service Excellence Lead

Global Service Excellence Lead

At Astellas we are a progressive health partner, delivering value and outcomes where needed. We pursue innovative science, focussing initially on the areas of greatest potential and then developing solutions where patient need is high, often in rare or under-served disease areas and in life-threatening or life-limiting diseases and conditions. We work directly with patients, doctors and health care professionals on the front line to ensure patient and clinical needs are guiding our development activities at every stage. Our global vision for Patient Centricity is to support the development of innovative health solutions through a deep understanding of the patient experience. At Astellas, Patient Centricity isn't a buzzword - it's a guiding principle for action. We believe all staff have a role to play in creating a patient-centric culture and integrating an awareness of the patient into our everyday working practices, regardless of our role, team or division. We work closely with regulatory authorities and payers to find new ways to ensure access to new therapies. We deliver the latest insights and real-world evidence to inform the best decisions for patients and their care-givers, to ensure the medicines we develop continue to provide meaningful outcomes. Beyond medicines, we support our stakeholder communities to drive initiatives that improve awareness, education, access and ultimately standards of care.

Are you passionate about creating exceptional service experiences? Do you enjoy turning feedback into meaningful improvements that make a real difference for employees and clients? If so, we have an exciting opportunity for you at Astellas in Warsaw, Poland! We're looking for a Global Service Excellence Lead to help us elevate the way our Global Business Solutions (GBS) operate across all affiliates and R&D sites. This role is all about driving service quality, understanding stakeholder satisfaction, and embedding a culture of excellence and accountability. At Astellas we recognise the importance of balancing your work and home life, so we offer a hybrid working solution allowing time to connect with colleagues in person at the office alongside the flexibility to work from home; optimising the most productive work environment for you to succeed and deliver.

Key Responsibilities

Service Satisfaction & Improvement

• Lead the design and analysis of global service satisfaction surveys and benchmarks.
• Turn feedback into actionable improvements that enhance user and employee experience.
• Collaborate with service owners and delivery teams to co-create and implement changes.
• Monitor perceptions across regions to ensure consistent, high-quality service.

Service Performance & Insights

• Go beyond KPIs—track and communicate service health with a focus on user experience.
• Use analytics to uncover friction points and improvement opportunities.
• Share data-driven insights with leadership to highlight risks and opportunities.
• Governance & Stakeholder Engagement
• Build a clear governance framework for service quality and issue resolution.
• Be the go-to person for stakeholders on service experience topics.
• Work closely with internal teams and external providers to make service excellence a shared goal.

Employee Experience & Enablement

• Partner with HR and Operations to keep employee experience at the heart of service delivery.
• Help design and maintain a responsive helpdesk that meets user needs.
• Promote engagement and empowerment to drive better client outcomes.
• Simplify employee interactions with GBS services—make them intuitive and reliable.

Essential Knowledge & Experience

• We're seeking someone who brings solid experience in service management or service excellence, ideally within a global or shared services environment.
• A strong track record of working with service satisfaction surveys and benchmarks.
• Analytical skills to turn data into actionable insights.
• Confidence in managing stakeholders across different cultures and regions.
• A strategic mindset with a passion for customer-centric service improvements.

Preferred Experience

• Familiarity with service analytics tools and performance mining.
• Experience applying human-centered design to improve service experiences.
• Knowledge of continuous improvement and change management.
• Exposure to outsourcing models and vendor collaboration.

Education/Qualifications

• A university degree in Business, Finance, HR, IT, or a related field.

Additional Information

• This is a permanent role based in our Global Capability Centre in Warsaw, Poland and hybrid working with the expectation for some office presence. Flexibility may be required in line with business need. Candidates must be located within a commutable distance of the office.

Astellas' Global Capability Centres – Overview

Astellas' Global Capability Centre's (GCCs) are strategically located sites that give Astellas the ability to access talent across various functions in the value chain and to co-locate core capabilities that are currently dispersed. Our three GCCs are located in India, Poland and Mexico. The GCCs will enhance our operational efficiency, resilience and innovation potential, enabling a timely response to changing business demands. Our GCCs are an integral part of Astellas, guided by our shared values and behaviors, and are critical enablers of the company's strategic priorities, sustainable growth, and commitment to turn innovative science into VALUE for patients. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.