Remote Digital Service Experience Lead

Zoetis, Inc; Parsippany-Troy Hills (NJ); Hybrid; USD 93,000 - 134,000; Full time

Benefits offered by this job

Healthcare benefits starting day one

401K with match

4 weeks of vacation

Job summary

Zoetis, Inc in Parsippany, NJ seeks a Digital Service Experience Lead to shape and oversee the US digital customer and agent experience. The role requires building a vision for digital service, leveraging feedback to drive improvements, and coordinating with senior leaders across US Customer Care to monitor SLA and KPI performance.

Remote consideration is allowed with travel under 20%. The base salary ranges from $93,000 to $134,000, with eligibility for short- and long-term incentives and a

Qualifications

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

Responsibilities

• Optimize Digital Service Touchpoints.
• Develop and implement a digital customer experience strategy and governance framework to improve customer experience across touchpoints.
• Optimize use of Service Cloud (CRM) and other digital resources to minimize friction and boost service as an experience differentiator.
• Propose new programs or modifications based on market research and best practices.
• Drive self-serve utilization to decrease operational costs.
• Lead change management initiatives to improve internal processes.
• Collaborate with stakeholders across divisions for mutual benefit and feedback incorporation.
• Maintain strong communication with key stakeholders for seamless adoption.
• Develop customer-centric strategies across US Customer Care groups.
• Ensure digitalization strategies lead to improved CES and NPS metrics.
• Establish and oversee collection and analysis of digital interaction data for insights.
• Align digital experience with business goals like increased revenue and product sales.

Skills

Interpersonal skills

Organizational skills

Creative problem-solving

Change management

Strategic thinking

Education

Bachelor's degree in business or data science

MBA or Master's in related field

Tools

Service Cloud

CRM systems

Job description

Zoetis, Inc in Parsippany, NJ seeks a Digital Service Experience Lead to shape and oversee the US digital customer and agent experience. The role requires building a vision for digital service, leveraging feedback to drive improvements, and coordinating with senior leaders across US Customer Care to monitor SLA and KPI performance.

Remote consideration is allowed with travel under 20%. The base salary ranges from $93,000 to $134,000, with eligibility for short- and long-term incentives and a