Petcare Digital Experience Design & Insight Manager
Zoetis

Job Info

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Job Description

This position will be a member of the Petcare Digital team, leveraging human and data insights to inform business strategies while delighting users with tailored digital experiences.

To be successful, you will need to have strong digital innovation acumen and a solid foundation in human-centered design practices. Digital customer experiences will be designed to engage and support veterinary professionals and their client pet owners throughout the lifelong care of their pet's health and wellness.

You will ensure high-quality design for digital products, services and marketing campaigns, analyzing performance and optimizing digital tactics to reach target audiences with the right messages, and crafting an omnichannel digital experience for the customer from acquisition to conversion. You will influence the creative development process as needed to ensure we're delivering best-in-class digital experiences.

You will work closely with brand and segment marketers to understand their market/customers/marketing objectives. You will provide recommendations and counsel regarding appropriate use of digital tools and resources to accomplish those objectives

You will continually assess Petcare's digital performance to identify what is / isn't working using data, analytics, and insights to continuously optimize performance, based on agreed-upon success metrics, including engagement, sales and return on investment.

Job Duties

• Work closely with the Commercial teams to develop business/use cases, design digital solutions, validate hypotheses and ensure alignment on key outcomes aligned to stated business objectives, including customer desirability (NPS, etc.) and business viability metrics (ROI, etc.).

• Manage digital insights capabilities, including quantitative web, digital product usage data and the marketing automation database according to agreed-upon metrics such as number of visitors, visitor demographics, session length, conversion rate, new customer acquisition cost, and more.

• Manage human insights capabilities, including the process to gather qualitative evidence that will drive digital experience design, as well as improve the overall customer experience.

• Monitor, manage and provide regular updates on project performance. Oversee test/learn research processes leveraging human insight platforms and other channels.

• Continuously seek to improve the digital experience of our owned, earned and paid digital engagement channels. Identify opportunities to improve data hygiene, analysis and enrichment leading to more accurate, fresh and complete customer data. Leverage multi-channel customer data capture strategies, such as opt-in, preference management and campaigns to support customer engagement.

• Stay on top of industry trends, new developments and new capabilities that become available and could be of benefit to the organization.

• Manage and assess the digital experience life cycle as it pertains to the customer life cycle. Monitor customer interactions for insights and data.

• Champion human-centered design/design thinking processes, leveraging empathy of human insights to understand how customers will engage. Uncover user needs through research, generate concepts, and craft how people will interact with the products and services we design.

• Develop and facilitate human-centered design/design thinking brainstorm workshops in person or with remote digital tools.

• Design workflows/sitemaps/journeys, wireframes, interfaces, design mockups, and interactions for human touchpoints across channels (paid, owned, earned)

• Collaborate with software architects, data scientists and business experts to develop functional specifications for digital touchpoints including visualizations.

• Frame and tell the story of designed solutions. Present the communication of research findings, conceptual ideas, detailed design, and design rationale both verbally and visually.

• Develop and champion SOPs for insight-driven digital campaigns/tactics and strategies.

Experience

• A minimum of a bachelor's degree or equivalent, preferred area of study in Business, Marketing or Technology

• 5+ years of in-depth experience of Digital Experience Design (Service/Interaction)

• Qualifications or equivalent experience in one of the following (or a related) field

• Product design, interaction design or related field
• Human-centered design or design thinking
• Human computer interaction/ Human factors engineering

• Experience in SQL, CRM, DMP, 3rd party data and analytics platform (i.e. Salesforce/Krux, Amerilink, Zipline, Tableau, Google/Facebook Analytics)

• Demonstrated success delivering data driven experiences that will be compelling to the user (consumer/professional) it touches.

• Understanding areas of specialization within the greater design landscape, including but not limited to Design Research, Visual Design, and Content Design.

• Agile/SCRUM experience and familiarity with rapid prototyping methods, including paper and digital

• Working knowledge of new tools in digital experience and human insight platforms, (i.e. UserTesting.com, PlaybookUX, UserZoom and Lookback ) along with established tools such as Google Analytics and Tag Manager.

• Ability to create interactive experiences with prototyping software. Proficiency in one or more design tools such as Sketch, Illustrator, Photoshop, Axure, Invision, Creative Cloud, XD

• Strong capacity for leading change, dealing with ambiguity, and proactively recommending creative solutions versus waiting for direction from others

• Consistent record of working effectively across a matrixed and widely dispersed organization

• Excellent interpersonal, communication, and influencing skills including the ability to communicate between technical and non-technical contributors, and between project teams and senior leadership

• Flexible and able to work with personal responsibility, and autonomy

• Animal Health or Human Healthcare experience is a plus

Full time

Regular

Colleague

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. We offer reasonable accommodations as an alternative if requested by an individual with a disability. Please contact Zoetis Colleague Services at zoetiscolleagueservices@zoetis.com to request an accommodation. Zoetis also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must possess or obtain authorization to work in the US for Zoetis. Zoetis retains sole and exclusive discretion to pursue sponsorship for the acquisition or maintenance of nonimmigrant status and employment eligibility, considering factors such as availability of qualified US workers. Individuals requiring sponsorship must disclose this fact. Please note that Zoetis seeks information related to job applications from candidates for jobs in the U.S. solely via the following: (1) our company website at www.Zoetis.com/careers site, or (2) via email to/from addresses using only the Zoetis domain of "@zoetis.com". In addition, Zoetis does not use Google Hangout for any recruitment related activities. Any solicitation or request for information related to job applications with Zoetis via any other means and/or utilizing email addresses with any other domain should be disregarded. In addition, Zoetis will never ask candidates to make any type of personal financial investment related to gaining employment with Zoetis.

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