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Job Details

2020-15784 -

Customer Experience Delivery Leader

Location(s): London, United Kingdom
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Intuit is a mission-driven, global financial platform company that gives everyone the opportunity to prosper. With products like TurboTax, QuickBooks and Mint, we’re using technology to build solutions to challenging financial problems for millions of people around the world.

Overview

The Customer Experience Lab (CXL) is our in-house customer service centre of excellence.

The CXL team is part of the International Customer Success organisation and operates as a team of customer service professionals providing customer support for our QuickBooks ecosystem.  We are obsessed about creating world-class, personalised support experiences for our customers and feeding back insights and experiments that drive systematic, game-changing improvements to the way we care for customers.

The CXL fuels the success of our customers by driving a frictionless experience with our products and support experiences through the testing and implementation of innovative ideas, working closely with our cross-functional partners.  The CXL captures insights through customer support interactions, synthesizes themes into actionable recommendations and delivers change based on that insight to drive continuous customer experience improvement.

In addition to helping the organisation operationalise innovation, the CXL:

  • Immerses our teams in Voice of the Customer feedback, leveraging collaboration with cross-functional partners such as Sales, Marketing, PD, XD
  • Answers customer support demand in a frontline capacity and operates as a centre of excellence for business operations procedures
  • Represents ongoing pulse of Expert experience (Voice of the Employee)

What you'll bring

  • 5+ years of experience as a people, team, and customer centric leader.
  • Excellent problem-solving skills and the ability to learn Intuit products.
  • Demonstrated results-oriented leadership skills, with experience working with and influencing cross-functional teams and departments.
  • Excellent communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone and email. Outstanding skills in stakeholder management and change management.
  • Intermediate computer skills including MS Office Suite.
  • Ability to manage multiple priorities within a fast paced environment.
  • Demonstrated customer advocacy and data backed storytelling is an advantage
  • Strong background in customer experience management methodologies.

How you will lead

In your role as the Customer Experience Leader, you will lead the strategy of innovation and experimentation across our Customer Success organisation.  Your job will include leading, coaching, and mentoring a team of customer experience specialists, as well as a frontline manager(s) and their team of front-line experts engaged in creating innovative, world-class, personalized experiences. 

You’ll lead the implementation and support of a framework that helps the organization operationalize innovation and experiments to drive customer benefit by accelerating and evolving the focus of the Customer Experience Lab.  You’ll continuously assess, and redesigning processes and policies as needed to drive ease of support for employees. 

As a people manager you’ll develop, coach, and motivate a team, foster a customer-focused culture, as well as recruit and hire top talent.  You will be the key leader who models and develops customer experience methodologies and thinking across the Customer Success organization.  You’ll drive outcomes from your team and represent our customers as a data-backed advocate.

  1. Manage a team of customer experience specialists as well as the direction and output of the Customer Experience Lab.
  • Cultivate and nurture talent across our customer experience specialists and Customer Experience Labs team to supercharge their customer-backed analysis and advocacy work.
  • Model and develop customer experience methodologies and thinking across the Customer Success organization (data backed insight and action, human centered design, systems thinking, customer experience management).
  • Calibrate and monitor performance, making timely course corrections as necessary. Manage staff satisfaction through frequent communication, goal setting, performance management and creating a positive environment of trust and clear expectations.
  1. Lead and oversee a program of customer experience innovation and improvement across in-region teams, as well as develop horizontal communities across regions to drive global CX enhancement.
  • Shape the focus and strategy of the Customer Experience Lab to ensure consistent customer-backed storytelling and enhancements to customer and employee experiences.
  • Naturally use data and customer insights to drive change. Think customer-in vs. process-out, focusing on delighting internal and external customers with a strong bias for action and delivering results.
  • Be the voice of the customer through broad business leadership and influence. Build durable, cross-functional relationships that enable improved service to our customers through influencing and advocacy in complex matrixed environments.
  • Ensure effective closed loop communication with all key internal stakeholders. Frame communication and discussions for the intended audience, with appropriate context and line of sight, considering a complex stakeholder landscape.

 

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"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
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"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
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