Head of CX Activation & Strategy

Benefits

Additional Information

Role Description POSITION SUMMARY 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. POSITION 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 EDUCATION AND EXPERIENCE 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 TECHNICAL SKILLS REQUIREMENTS 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 The US base salary range for this full-time position is $164,000-$266,000 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 incentive 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. 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. Notice: Zoetis Recruiters will contact candidates via email from an address ending in @zoetis.com and may also initially connect with candidates through LinkedIn , including LinkedIn InMail. Zoetis does not use Gmail, Outlook, Yahoo, or other web-based/generic email domains to communicate about job opportunities, interviews, or offers of employment. If you receive a recruitment-related email message claiming to be from Zoetis that does not come from @zoetis.com , please treat it as suspicious. For your security, do not reply, click links, open attachments, share personal or financial information, or send money in response to unexpected or questionable recruitment communications. 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