Overview
The Digital Service Experience Lead at Zoetis is responsible for designing, establishing, and managing the delivery of best-in-class digital customer and agent experience strategies for the US. This role is pivotal in Zoetis's aim to put customers at the center of everything they do.
Location: Parsippany, NJ preferred; Remote considered
Travel: Less than 20%
Responsibilities
Optimize Digital Service Touchpoints
- •Develop and implement a digital customer experience strategy and governance framework to improve customer experience across all touchpoints.
- •Optimize the use of Service Cloud (CRM), Zoetisus.com, and other digital resources and channels to minimize friction, improve efficiency, and leverage service as an experience differentiator.
- •Propose new programs or modifications to existing programs based on market research and understanding of current and emerging best practices.
- •Drive self-serve utilization to decrease operational costs.
Drive Continuous Improvement
- •Recommend strategy changes including enhancements, new solutions, or retiring of existing solutions.
- •Work effectively with stakeholders from other divisions to seek and incorporate feedback that benefits organizational objectives.
- •Maintain strong lines of communication with key stakeholders to ensure seamless adoption and implementation of strategies.
- •Lead change management initiatives to develop and improve internal business processes.
Develop Customer-Centric Strategies
- •Work with all US Customer Care groups to develop initiatives to improve the customer experience and embed human-centered, customer-centric approaches and processes.
- •Ensure customer digitalization strategies and programs are designed, implemented, and operated to result in an optimal customer experience, leading to improved CES (Customer Effort Score) and NPS (Net Promoter Score).
Implement Customer Satisfaction Metrics
- •Establish and oversee the collection, analysis, interpretation, and reporting of digital customer interaction data to deliver meaningful insights around pain points and opportunities.
- •Utilize digital interaction data to align the digital experience strategy with organizational objectives such as increased revenue and direct product sales.
Education and Experience
- •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 of experience with Self-Serve Modality design, implementation, and management (required)
- •Experience in a Veterinary Services related role (preferred)
Technical Skills
- •Strong interpersonal, organizational, and creative problem-solving skills
- •Experience in process improvement methodologies such as Lean/Six Sigma
- •Proven change management capabilities
- •Ability to conceptualize complex issues, processes, or procedures and reach standardized, best practice solutions
Compensation and Benefits
- •Base salary range: $93,000 to $134,000
- •Eligible for short-term incentive compensation
- •Eligible for long-term incentives
- •Healthcare and insurance benefits beginning on day one
- •401K plan with match and profit-sharing contribution
- •4 weeks of vacation