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Uzma Bawany

@uzmabawany

Customer Experience leader at Zoetis who scaled CX metrics across 22+ markets and enabled 250+ customer-led improvements.

United States

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At Zoetis, I established a Global Center of Excellence for Customer Experience and advanced CX as a strategic business priority. I also served as executive owner of responsible AI adoption within CX.

As Associate Director, Customer Experience, I launched NPS, CSAT, and CES programs from the ground up and scaled them across 22+ markets. Customer insights helped translate shared priorities into more than 250 customer-led improvements.

I also led development of CX insights-to-action platforms that cut detractor conversations by 30% in high-value accounts. Earlier at Zoetis, I led digital transformation initiatives and established an experimentation practice using A/B tests and MVP pilots.

Through Thaakat Foundation, where I serve as Founder & Executive Director, I lead global impact strategy for a 9-million-dollar organization. Its work has launched 12+ schools, enabled 10,000+ students, and scaled healthcare infrastructure serving hundreds of thousands of individuals annually.

Experience

Work history, roles, and key accomplishments

Current

Founder & Executive Director

Current

Thaakat Foundation

Aug 2007 - Present (19 years 2 months)

Lead global impact strategy across programs, fundraising, communications, and partnerships, overseeing a $9 million organization that has launched 12+ schools and enabled 10,000+ students.

Nonprofit Leadership Fundraising Strategic Planning Program Management Partnership Development Governance Risk Management

Head of US Customer Experience

Zoetis

Mar 2023 - Aug 2026 (3 years 5 months)

Established a Global Center of Excellence for Customer Experience, spearheaded customer-facing technology evolution, and served as executive owner of responsible AI adoption within CX.

Customer Experience Strategy Voice Of Customer NPS CSAT CES Responsible AI AI ML Qualtrics Medallia Salesforce Tableau

Associate Director, Customer Experience

Zoetis

Feb 2019 - Mar 2023 (4 years 1 month)

Launched core CX metrics and management programs, scaling NPS, CSAT, and CES across 22+ markets, and built a high-performing CX team that implemented over 250 customer-led improvements globally.

NPS CSAT CES Voice Of Customer Customer Insights Text Analytics Stakeholder Management Team Leadership

Senior Manager, Digital Marketing

Zoetis

May 2016 - Feb 2019 (2 years 9 months)

Led end-to-end digital transformation initiatives, coordinated thought leader engagement increasing KOL participation by 40%, and established an experimentation practice with A/B testing and MVP pilots.

Digital Transformation A B Testing MVP Experimentation Thought Leadership Stakeholder Engagement

Manager, Marketing Communications

Zoetis

May 2013 - May 2016 (3 years)

Directed multiple product launches end to end, led communications strategy for new product lines, and bridged field teams and central marketing with tools and enablement resources.

Product Launch Branding Positioning Content Strategy Marketing Communications Field Enablement

Associate Manager, Marketing Communications

Zoetis

May 2010 - May 2013 (3 years)

Delivered insight-driven creative strategy and campaign plans, and oversaw internal and external creative content production against planned timelines.

Creative Strategy Campaign Planning Content Development Brand Guidelines Omni Channel Marketing

Supply, Strategic Planner

DGI Supply

Jun 2007 - Dec 2009 (2 years 6 months)

Cut supplier lead times by 50% through targeted negotiations and streamlined processes, reduced blade backorders by 80% using advanced forecasting tools, and established a centralized supply operations team.

Supply Chain Planning Forecasting Data Analysis Inventory Optimization Supplier Negotiation Process Improvement