Associate Director, Digital Self & AI

Associate Director, Digital Self Help & AI Experience Skip to main content#Associate Director, Digital Self Help & AI Experience page is loaded## Associate Director, Digital Self Help & AI Experience Apply locations:
Westbrook, MEtime type:
Full time posted on:
Posted Todayjob requisition :
J-053086

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 self‐help and AI experience strategy**, setting the vision and multi‐year roadmap aligned to IDEXX’s customer experience and business priorities.
* ** You will design journey‐based 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 self‐help 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 outcome‐based roadmaps, and focus efforts where they will have the greatest customer and business impact.
* ** You will define and own KPIs
** for digital self‐help 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 cross‐functional delivery teams.
** To succeed in this role, you will need
*** Proven experience leading digital self‐help, 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, AI‐enabled experiences, including one or more of the following: chat, conversational AI, IVR, voicebot, knowledge/content strategy, in‐product guidance, or video‐based self‐help.
* Practical experience applying AI and automation responsibly, with an understanding of where agentic capabilities can drive…