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 IDEXX's 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.
• 5-7 + years of experience in product management, product ownership, or closely related roles.

Why IDEXX?
We're 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 10,000 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.

Let's 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