Associate Director, Digital Self Help & AI Experience

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.

In this role

• You will lead the digital selfhelp and AI experience strategy setting the vision and multiyear roadmap aligned to IDEXXs customer experience and business priorities.
• You will design journeybased 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.
• You will 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.
• You will partner across the enterprise to collaborate on embedding digital selfhelp directly into IDEXX products workflows and platforms ensuring support is contextual and available at the moment of need.
• You will use call driver insights and ROI analysis to prioritize investments build outcomebased roadmaps and focus efforts where they will have the greatest customer and business impact.
• You will define and own KPIs for digital selfhelp performance including experience measures (e.g. customer effort and resolution quality) adoption and operational outcomes.
• You will continuously optimize performance through analytics experimentation and customer feedback translating insights into clear recommendations for leaders.
• You will influence through leadership and partnership aligning stakeholders without relying on direct ownership of platforms or channels.
• You will mentor and develop others and potentially manage staff or lead crossfunctional delivery teams.

To succeed in this role you will need

• Proven experience leading digital selfhelp 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 AIenabled experiences including one or more of the following: chat conversational AI IVR voicebot knowledge/content strategy inproduct guidance or videobased selfhelp.
• 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 crossfunctional 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 tradeoffs 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 largescale change or transformation efforts.
• Strong problemsolving prioritization and decisionmaking skills with a bias toward action and continuous improvement.
• Experience mentoring coaching or leading others; may include people management or leadership of crossfunctional teams.
• 57 years of experience in product management product ownership or closely related roles.

Why IDEXX
Were proud of the work we do because our work matters. An innovation leader in every industry we serve we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy to ensure safe drinking water for billions and to help farmers protect livestock and poultry from diseases. We have customers in over 175 countries and a global workforce of over 10000 talented people.

So what does that mean for you We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery. At IDEXX you will be supported by competitive compensation incentives and benefits while enjoying purposeful work that drives improvement.

Lets pursue what matters together.

IDEXX values a diverse workforce and workplace and strongly encourages women people of color LGBTQ individuals people with disabilities members of ethnic minorities foreign-born residents and veterans to apply.

IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race color creed sex sexual orientation gender identity or expression age religion national origin citizenship status disability ancestry marital status veteran status medical condition or any protected category prohibited by local state or federal laws.#LITECH