Digital Service Experience Lead - Remote

Zoetis Spain SL; Northern (KY); Hybrid; USD 93,000 - 134,000; Full time

Benefits offered by this job

Healthcare benefits starting day one

401K with match and profit-sharing

4 weeks of vacation

Job summary

Zoetis seeks a Digital Service Experience Lead to design and manage US digital customer and agent experiences. You will set a vision and coordinate with senior leadership to drive service improvements across touchpoints.

Lead governance of Service Cloud, digital channels, and self-serve initiatives, aligning with CES and NPS goals while driving cost efficiency and impactful KPI tracking.

Qualifications

• Bachelor’s degree in business or data science, or equivalent experience.
• MBA or Master’s in related field preferred.
• 3–5 years in a customer service related role.
• 3–5 years of experience with self-serve modality design, implementation, and management.
• Experience in veterinary services is a plus.

Responsibilities

• Optimize Digital Service Touchpoints and governance framework across touchpoints.
• Improve Service Cloud usage to minimize friction and improve efficiency.
• Propose new programs based on market research and best practices.
• Drive self-serve utilization to reduce costs.
• Lead change management to improve internal processes.
• Develop customer-centric strategies with US Customer Care groups.
• Establish and monitor metrics for CES and NPS impacts.

Skills

Interpersonal skills

Organizational skills

Creative problem solving

Lean Six Sigma

Change management

Analytical thinking

Stakeholder management

Education

Bachelor's degree in business or data science

MBA or Master’s in related field preferred

Job description

Zoetis seeks a Digital Service Experience Lead to design and manage US digital customer and agent experiences. You will set a vision and coordinate with senior leadership to drive service improvements across touchpoints.

Lead governance of Service Cloud, digital channels, and self-serve initiatives, aligning with CES and NPS goals while driving cost efficiency and impactful KPI tracking.