Digital Experience Strategy Lead — Self-Serve (Remote)

Zoetis, Inc; United States; Hybrid; USD 93,000 - 134,000; Full time

Benefits offered by this job

Healthcare benefits from day one

401K with match

Profit sharing

4 weeks vacation

Job summary

Zoetis, Inc. in Parsippany, NJ, seeks a Digital Service Experience Lead to design and manage the delivery of best-in-class digital customer and agent experiences for the US, aligning with senior leadership.

You will build a vision for digital service, use feedback to drive improvements, and coordinate initiatives across US Customer Care to improve CES and NPS. This full-time role includes a base salary range of $93,000 to $134,000, short- and long-term incentives, healthcare, a 401(k) plan with

Qualifications

• Bachelor's degree in business or data science required or relevant job experience.
• MBA or Master's in related field preferred.
• 3-5 years in a customer service related role required.
• 3-5 years experience with self-serve modality design, implementation, and management required.

Responsibilities

• Optimize Digital Service Touchpoints and governance framework across US Customer Care.
• Enhance Service Cloud and digital resources to minimize friction and improve efficiency.
• Propose new programs based on market research and best practices; drive self-serve utilization.
• Lead change management initiatives and collaborate with stakeholders for mutual benefits.
• Develop customer-centric strategies to improve CES and NPS across touchpoints.

Skills

Customer service

Self-serve design

Change management

Lean/Six Sigma

Education

Bachelor's degree in business or data science

MBA or Master's in related field

Job description

Zoetis, Inc. in Parsippany, NJ, seeks a Digital Service Experience Lead to design and manage the delivery of best-in-class digital customer and agent experiences for the US, aligning with senior leadership.

You will build a vision for digital service, use feedback to drive improvements, and coordinate initiatives across US Customer Care to improve CES and NPS. This full-time role includes a base salary range of $93,000 to $134,000, short- and long-term incentives, healthcare, a 401(k) plan with