Head of CX Activation & Strategy

Zoetis•Parsippany, NJ

10d•Onsite

About The Position

Zoetis is seeking a Head of CX Activation & Strategy to join our Global CX & Technology team. This key role will guide and define AI-first insights, action, and measurable value strategy, while shaping exceptional future-state experiences for our customers around the world. This role leads the enterprise CX strategy, orchestrates cross-functional execution, ensures adoption and ROI, and enablement capabilities. This role will equip markets globally with proven insights, best practices, and change capabilities that accelerate the adoption of exceptional customer experiences.

Requirements

Bachelor’s degree or higher
12+ years progressive leadership in CX/operations/programs; track record driving programs to completion and value
8–10 years leading strategic initiatives; 5+ years transformational execution management
Proven strategy experience and data-driven decision making
Executive communication and change leadership at scale
Proven commercial technical knowledge
Recent demonstrated interest in AI-enabled capabilities to drive commercial impact
Familiarity with program management and operational techniques to ensure timely execution
Knowledge of emerging trends in CX and enabling technologies
Fluency with VOC platforms (e.g., Qualtrics/Medallia), journey analytics, CRM, and BI tools
All applicants must possess or obtain authorization to work in the US for Zoetis.

Responsibilities

Stakeholder engagement: Regularly engaging with leaders in the US and INTL to share AI CX insights to our markets for customers, partner for prioritizing and governing improvement projects, and ultimately elevating CX literacy enterprise wide.
Operational Leadership: Manage CX activation leads and drive the actions from insights identified by the listening, ensuring measurements are in place to monitor value and success of these initiatives.
Strategy: Evolve CX strategy with the CX Council, as well as key stakeholders, to design exceptional experiences of the future using cutting-edge concepts, inclusive of AI capabilities.
Funding and action proposals: maintain prioritized backlog, prepare funding proposals and plans for leadership approval
Value story development: develop and communicate value realization with executive and global-ready narratives for broad audiences