Strategic Digital Service Experience Lead

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

Benefits offered by this job

Healthcare benefits

401K with match and profit-sharing

4 weeks vacation

Short-term incentive compensation

Long-term incentives

Job summary

Zoetis is seeking a Digital Service Experience Lead to design, establish, and manage delivery of best-in-class digital customer and agent experience strategies for the US. The role will be pivotal in placing customers at the center of Zoetis' operations.

The candidate will optimize digital touchpoints, enhance Service Cloud usage, and drive self-serve options to reduce costs while collaborating with multiple divisions. Remote work is possible with travel < 20%.

Qualifications

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

Responsibilities

• Optimize digital service touchpoints and governance across touchpoints.
• Improve use of Service Cloud and digital channels to reduce friction.
• Develop and propose new programs based on market research.
• Drive self-serve utilization to lower costs.
• Lead change management and collaborate with stakeholders.
• Develop customer-centric strategies with US Customer Care groups.
• Ensure CES and NPS improvements through digitalization.
• Utilize digital data to align strategy with revenue objectives.

Skills

Interpersonal skills

Organizational skills

Problem solving

Change management

Lean/Six Sigma

Education

Bachelor's degree in business or data science

MBA or Master’s in related field

Job description

Zoetis is seeking a Digital Service Experience Lead to design, establish, and manage delivery of best-in-class digital customer and agent experience strategies for the US. The role will be pivotal in placing customers at the center of Zoetis' operations.

The candidate will optimize digital touchpoints, enhance Service Cloud usage, and drive self-serve options to reduce costs while collaborating with multiple divisions. Remote work is possible with travel < 20%.