Associate Director, Digital Self Help & AI Experience

Idexx•Westbrook, ID

About The Position

As the Associate Director, Digital Self Help & AI Experience, you will define and lead the strategy to deliver a connected and embedded digital support ecosystem that helps customers resolve issues quickly, confidently, and with minimal disruption to their workflows. This role sits within Customer Experience Transformation and operates through strong partnership across the enterprise, bringing together Product, Customer Support, Technology, Data, UX, Legal, and Security to deliver cohesive, embedded, and intelligent self-help experiences. You will lead the end-to-end digital self-help experience across the customer journey, spanning chat, IVR, voice Bot, agentic AI, and self-help content including intelligent guidance, orchestration, and seamless handoff to human support when needed. By deeply understanding customer needs, call drivers, and moments of friction, you will determine where digital self-help can deliver the greatest customer value, operational efficiency, and ROI. This strategy meets customers where, when, and how they need support and ensures each interaction is supported by the right channel, at the right time, and in the right context. This role is ideal for a senior digital product and CX leader with experience driving digital service transformation, applying AI and automation responsibly, navigating complex enterprises, and influencing change through data, storytelling, and strong cross functional partnerships.

Requirements

Proven experience leading digital self‑help, digital support, or customer experience transformation initiatives in a complex organization, with accountability for strategy, prioritization, and outcomes.
Demonstrated success operating in a customer experience, customer support, or service environment, ideally at enterprise scale.
Strong experience shaping and delivering digital, AI‑enabled experiences, including one or more of the following: chat, conversational AI, IVR, voicebot, knowledge/content strategy, in‑product guidance, or video‑based self‑help.
Practical experience applying AI and automation responsibly, with an understanding of where agentic capabilities can drive value and where human support is essential.
A strong product and experience mindset, with the ability to translate customer needs, call driver insights, and business strategy into clear roadmaps and measurable outcomes.
Demonstrated ability to work effectively through influence and partnership, navigating a matrixed, cross‑functional environment to align teams around shared CX goals.
Solid technical acumen, enabling effective collaboration with Engineering, UX, Data Science, and platform teams on feasibility, design trade‑offs, and delivery approaches.
Experience defining and using KPIs and analytics to measure adoption, experience quality, operational impact, ROI and using those insights to continuously improve.
Excellent communication, storytelling, and stakeholder engagement skills, including the ability to influence senior leaders and create alignment amid ambiguity.
Experience working in agile or iterative delivery environments, including leading or contributing to large‑scale change or transformation efforts.
Strong problem‑solving, prioritization, and decision‑making skills, with a bias toward action and continuous improvement.
Experience mentoring, coaching, or leading others; may include people management or leadership of cross‑functional teams.
5–7 + years of experience in product management, product ownership, or closely related roles.

Responsibilities

Lead the digital self‑help and AI experience strategy, setting the vision and multi‑year roadmap aligned to IDEXX’s customer experience and business priorities.
Design journey‑based experiences grounded in customer needs, top call drivers, and moments of friction, determining which channels such as chat, IVR, voice Bot, in-product AI, and self-help content are best suited to support each activity.
Advance agentic AI experiences that go beyond scripted interactions to intelligently guide customers, orchestrate across content and tools, and enable efficient resolution with clear paths to human support.
Partner across the enterprise to collaborate on embedding digital self‑help directly into IDEXX products, workflows, and platforms, ensuring support is contextual and available at the moment of need.
Use call driver insights and ROI analysis to prioritize investments, build outcome‑based roadmaps, and focus efforts where they will have the greatest customer and business impact.
Define and own KPIs for digital self‑help performance, including experience measures (e.g., customer effort and resolution quality), adoption, and operational outcomes.
Continuously optimize performance through analytics, experimentation, and customer feedback, translating insights into clear recommendations for leaders.
Influence through leadership and partnership, aligning stakeholders without relying on direct ownership of platforms or channels.
Mentor and develop others and potentially manage staff or lead cross‑functional delivery teams.