Digital Service Experience Lead - Remote-Friendly

Scorpion Therapeutics; New Jersey; Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

Healthcare/insurance

401(k) with match and profit-sharing

4 weeks vacation

Incentives (short-term and long-term)

Job summary

Scorpion Therapeutics in the United States seeks a Digital Service Experience Lead to design and manage best-in-class digital customer and agent experiences across the US.

Based in Parsippany, NJ (Remote considered), you will optimize touchpoints, leverage Service Cloud, and drive self-serve adoption to reduce costs while coordinating with stakeholders to ensure seamless adoption and strong CES/NPS performance.

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 is required.
• 3–5 years designing, implementing, and managing self‑serve modality is required.
• Veterinary services experience is preferred.

Responsibilities

• Optimize Digital Service Touchpoints by developing and implementing a digital customer experience strategy and governance framework across all touchpoints.
• Optimize use of Service Cloud (CRM), Zoetisus.com, and other digital resources to minimize friction and improve efficiency.
• Propose new or modified programs based on market research and emerging best practices.
• Drive self-serve utilization to decrease operational costs.
• Drive Continuous Improvement by recommending strategy changes, enhancements, new solutions, or retirement of existing solutions.
• Coordinate with stakeholders across divisions to seek and incorporate feedback that benefits organizational objectives.
• Maintain communication with key stakeholders to ensure seamless adoption and implementation.
• Lead change management initiatives to improve internal business processes.
• Develop Customer-Centric Strategies by partnering with US Customer Care groups to embed human-centered approaches and improve CES and NPS.
• Implement Customer Satisfaction Metrics by establishing and overseeing data collection, analysis, interpretation, and reporting of digital customer interactions.

Skills

Interpersonal skills

Organizational skills

Creative problem solving

Lean/Six Sigma

Change management

Complex issues analysis

Education

Bachelor’s degree in business or data science

MBA or Master’s in related field

Job description

Scorpion Therapeutics in the United States seeks a Digital Service Experience Lead to design and manage best-in-class digital customer and agent experiences across the US.

Based in Parsippany, NJ (Remote considered), you will optimize touchpoints, leverage Service Cloud, and drive self-serve adoption to reduce costs while coordinating with stakeholders to ensure seamless adoption and strong CES/NPS performance.