Location:  Parsippany Preferred

The primary objective of the Digital Service Experience Lead is to design, establish, and manage the delivery of best-in-class digital customer and agent experience strategies for the US. This role will be pivotal in Zoetis’s aim to put our customers at the center of everything we do.

The Digital Service Experience Lead will be responsible for establishing a vision for digital service and strategies to achieve that vision. They will utilize customer and agent feedback systems to uncover actionable insights and coordinate digital service improvement tactics with senior leadership across all US Customer Care teams. They will be responsible for strategic advice in the management of digital customer interactions, including development, execution, and monitoring of SLA’s and KPI’s as process improvement indicators.

Position Responsibilities

Optimize Digital Service Touchpoints

In collaboration with the appropriate business functions, develop and implement a digital customer experience strategy and governance framework aimed to improve the customers’ experience across all touchpoints.

Optimize the use of Service Cloud (CRM), Zoetisus.com, and other digital resources and channels to minimize friction in customers’ interactions with service teams, improve efficiency, and leverage service as an experience differentiator.

Propose new programs and/or modifications of 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.

Place priority on effectively working with stakeholders from other divisions within the organization for mutual benefit by seeking and incorporating feedback that will benefit 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 Promotor Score).

Implement Customer Satisfaction Metrics

Establish and oversee the collection, analysis, interpretation, and reporting of digital customer interaction data, to deliver meaningful insights (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 businessor  data science required, or relevant job experience

MBA or Master’s in related field preferred

3-5 Years Customer Service related role (required)

3-5 Years Experience with Self-Serve Modality design, implementation, and management (required)

Experience in Veterinary Services related role (preferred)

Technical Skill Requirements

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

Physical Position Requirements

Position is based in Parsippany, NJ, Remote considered

Travel requirement: less than 20%

The U.S. base salary range for this full-time position is $93,000 to $134,000. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the base pay target range for new hire salaries for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

This position is also eligible for short-term incentive compensation.

This position is also eligible for long-term incentives.

In addition to compensation, Zoetis offers a comprehensive benefits package that supports the physical, emotional and financial wellbeing of our colleagues and their families including healthcare and insurance benefits beginning on day one, a 401K plan with a match and profit-sharing contribution from Zoetis, and 4 weeks of vacation.

Visit zoetisbenefits.com to learn more.