Astellas Pharma Inc.

【募集の背景 / Purpose & Scope】

The Global Service Excellence Lead ensures that Global Business Solutions (GBS) operations deliver outstanding service experiences for internal and external clients worldwide, covering all affiliates and R&D sites. This role is dedicated to understanding stakeholder satisfaction, driving service quality improvements, and embedding a culture of service excellence and accountability. By leveraging surveys, benchmarks, and service insights, the Service Management Lead will identify opportunities to elevate service performance, improve employee experience, and ensure GBS services create measurable value for the business.

【職務の内容 / Essential Job Responsibilities】

（雇入れ直後）

●Service Satisfaction & Improvement

・Own the design, execution, and analysis of global service satisfaction and business engagement surveys, as well as external/internal benchmarks.

・Translate feedback into actionable service improvement initiatives, prioritizing areas with the greatest impact on user, client, and employee experience.

・Partner with service product owners and delivery teams to co-create improvements and ensure implementation.

・Continuously monitor business and employee perceptions across regions and functions, ensuring consistent, high-quality experiences.

●Service Performance & Insights

・Track, measure, and communicate service health beyond SLAs/KPIs, with a strong focus on user experience and stakeholder value.

・Apply service mining and analytics to uncover friction points, service gaps, and improvement opportunities.

・Provide data-driven insights to leadership on service effectiveness, highlighting risks and opportunities.

●Governance & Stakeholder Engagement o     Establish a clear governance framework to oversee service quality, satisfaction, and improvement programs, including tracking and resolving service issues and escalations.

・Act as the primary liaison for business stakeholders on service experience topics, ensuring transparency and accountability.

・Foster partnerships with both internal GBS teams and outsourced (nearshoring and offshoring) providers to embed service excellence as a shared responsibility.

●Employee Experience & Enablement

・Partner with HR, Service Design, and Operations teams to ensure employee experience is central to service delivery.

・Partner with internal digital teams to design, implement, and maintain an effective helpdesk to address user needs swiftly and consistently.

・Promote employee engagement and empowerment as enablers of better client satisfaction outcomes.

・Lead initiatives that simplify employee interactions with GBS, ensuring services are intuitive, accessible, and reliable.

（変更の範囲）

会社内での全ての業務

【就業環境に関する要件 / Specific Physical or Environmental Requirements】

At Astellas we recognize the importance of work/life balance, and we are proud to offer a hybrid working solution allowing time to connect with colleagues at the office with the flexibility to also work from home. We believe this will optimize the most productive work environment for all employees to succeed and deliver. Hybrid work from certain locations may be permitted in accordance with Astellas’ Responsible Flexibility Guidelines.

【応募要件 / Qualifications】

＜必須 / Required＞

・Proven experience in Service Management or Service Excellence roles within a GBS, shared services, or multinational environment.

・Demonstrated success in service satisfaction measurement, survey design, and benchmarks.

・Strong analytical skills, with the ability to derive insights from satisfaction data, benchmarks, and service metrics.

・Excellent stakeholder management, relationship-building, and influencing skills across cultures and regions.

・Strategic thinker with a customer-centric mindset and the ability to translate insights into tangible service improvements.

・Bachelor’s degree in Business, Finance, HR, IT, or related field preferred.

＜歓迎 / Preferred＞

・Familiarity with service progresssion and performance mining or service analytics tools.

・Experience applying service design or human-centered design principles to improve service experiences.

・Knowledge of continuous improvement and change management frameworks.

・Previous exposure to outsourcing (nearshoring and offshoring) and vendor management in a multinational context.

【応募書類 / Application Documents】

和文履歴書・和文職務経歴書・英文レジュメ

Both Japanese and English Resumes are needed

【選考プロセス / Selection details】

書類選考 → 1次面接　→ 最終面接

※変更の可能性もございますので、予めご了承下さい。

CV screening → First interview → Final interview

*Please be advised that there might be a change in the process.

【勤務地 / Location】

（雇入れ直後）

東京都中央区　アステラス製薬　日本橋事業所　本社

Nihonbashi, Tokyo

（変更の範囲）

会社の定める事業場および自宅

【勤務開始日 / Start Date】

応相談

Will be decided according to the candidate's flexibility

【契約期間 / Contract Duration】

期間の定めなし

Not limited to specified period

【試用期間 / Probation Period】

試用期間原則なし

No probation period in principle

【給与 / Salary】

①基本給：当人の経歴・技術・技能等を考慮して決定

②裁量労働制の場合：裁量労働手当として職務グレードに応じて50,000～100,000円支給

③フレックスタイム制の場合：月間の所定労働時間を超えて勤務する時間に対して時間外勤務手当を支給

①Base salary: will be decided by the candidate's experience, skill and capability.

②When Discretionary Work System is applied: Discretionary work allowance will be paid.(50,000～100,000yen, based on the Grade)

③When Flextime System is applied: Overtime allowance will be paid for time worked in excess of prescribed working hours.

【昇給 / Salary Raise】

有り

【賞与 / Bonus】

有り

【諸手当 / Allowance】

裁量労働手当、住宅手当、通勤手当　等

Discretionary work allowance, Housing allowance, Commutation allowance, etc.

【勤務時間 / Working Hours】

8:45～17:45（月～木）、8:45～16:00（金）、裁量労働制

裁量労働制の場合、所定労働時間を働いたものとみなす

8:45～17:45（Mon～Thu）、8:45～16:00（Fri）

Discretionary Work System

【休日 / Holidays】

完全週休２日制（土曜・日曜）、祝日、5月1日、夏季、年末年始

Weekends (Sat and Sun), holidays, May 1st, summer vacation, New Year holidays

【休暇 / Vacation Leave】

年次有給休暇、育児休業制度、介護休業制度　等

Annual paid leave, childcare leave system, nursing care leave system, etc.

【福利厚生 / Welfare】

雇用保険、労災保険、厚生年金、健康保険、共済会制度、社宅制度、持株会制度、財形貯蓄制度　等

Employment Insurance, Industrial Accident Compensation Insurance, Welfare Pension Insurance, Health Insurance, Mutual Aid Association System, Company Housing System, Employee Shareholder Association System, Property Accumulation Savings System

【アステラス製薬　採用サイト/ Career web site】

https://re-jp.astellas.com/jp/recruit/newgraduates/

For more information about Astellas, please visit our career web site.

"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law."