Associate Director, Digital Self Help & AI Experience
Core
Define and lead strategy for a connected digital support ecosystem using AI and automation to help customers resolve issues quickly with minimal workflow disruption.
Role type
Senior IC digital product and CX leader (strategy & roadmap)
Builds
Embedded digital self-help experiences (chat, IVR, voice Bot, agentic AI) within IDEXX products and workflows
Domain
Veterinary diagnostics and animal health / Customer Experience & AI
Deliverable
production ML models | product features
Required skills
Digital self-help strategy, AI/automation application, cross-functional partnership, journey-based design, ROI analysis, KPI definition, agile delivery, stakeholder influence, technical acumen
Preferred skills
People management, mentoring, large-scale transformation leadership
Technologies
Chat, IVR, voice Bot, agentic AI, in-product guidance
Responsibilities
Lead digital self-help and AI experience strategy and multi-year roadmap; Design journey-based experiences across chat, IVR, voice Bot, and in-product AI; Partner to embed digital self-help into IDEXX products and workflows; Use call driver insights and ROI analysis to prioritize investments; Define and own KPIs for digital self-help performance; Continuously optimize performance through analytics and experimentation; Mentor and develop others or lead cross-functional delivery teams
Seniority
Senior, hands-on IC with potential people management
