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%
Full time
Regular
Colleague
Any unsolicited resumes sent to Zoetis from a third party, such as an Agency recruiter, including unsolicited resumes sent to a Zoetis mailing address, fax machine or email address, directly to Zoetis employees, or to Zoetis resume database will be considered Zoetis property. Zoetis will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.
Zoetis will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor but does not have the appropriate approvals to be engaged on a search.
Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system. We offer reasonable accommodations as an alternative if requested by an individual with a disability. Please contact Zoetis Colleague Services at zoetiscolleagueservices@zoetis.com to request an accommodation. Zoetis also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must possess or obtain authorization to work in the US for Zoetis. Zoetis retains sole and exclusive discretion to pursue sponsorship for the acquisition or maintenance of nonimmigrant status and employment eligibility, considering factors such as availability of qualified US workers. Individuals requiring sponsorship must disclose this fact. Please note that Zoetis seeks information related to job applications from candidates for jobs in the U.S. solely via the following: (1) our company website at www.Zoetis.com/careers site, or (2) via email to/from addresses using only the Zoetis domain of "@zoetis.com". In addition, Zoetis does not use Google Hangout for any recruitment related activities. Any solicitation or request for information related to job applications with Zoetis via any other means and/or utilizing email addresses with any other domain should be disregarded. In addition, Zoetis will never ask candidates to make any type of personal financial investment related to gaining employment with Zoetis.
