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CX Data Analyst
Location(s): London, United KingdomCompany Overview
Intuit is a global technology platform that helps consumers and small businesses overcome their most important financial challenges. Serving more than 100 million customers worldwide with TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.
Job Overview
We’re looking to grow our team of talented individuals to help optimize the automated support experience and lead our customers to success. You’ll be pivotal in delivering an awesome product and service experience for customers using our online suite of products.
In this role you will evangelize the value of customer centricity within the team by telling the story of customer pain. You will do this through the analysis of key contact drivers and identify insights to tell the story of what happened and why it happened. You will collaborate within the CX team and across the CS and cross-functional teams to help eliminate customer friction and improve customer experience.
The insights you surface, and champion will drive alignment and change across the local market teams. You will communicate and influence opportunities to improve the customers experience across all parts of the customer journey with special focus on product improvements.
You will form part of a community with the CX Program led to ensure Global learnings are aligned. Works with local go to market and product teams to remove customer pain and ‘bad’ contact volume, looking to drive value interactions at each touch point across Customer Success and the wider business.
Qualifications
- Ability to use CRM Salesforce
- Ability to use data analysis and reporting tools such as Qualtrics XM, Tableau, QlikSense
- Strong SQL
- Ability to use analytics tools such as Amplitude and Decibel
- Ability to link data sets and use data to inform and shape business decision
- Familiar with research methods: Quantitative, qualitative, and behavioral
- Making arguments in a compelling manner
- Understand how to get to the root cause of an issue
- Have strong planning, organizing and project management skills
- Experience in stakeholder management and engagement
Responsibilities
The responsibilities of this role require several different data lenses
The Descriptive lens
What did customers contact us about?
- Own contact driver data and reporting
- Create, maintain, and further develop contact driver dashboard
- Analyze and report on Top Contact Drivers on weekly, monthly and adhoc basis to CS team, product team(s) and SLT
- Generate training guides and provide training materials on reporting suite
- Identify process improvements to enhance the overall quality of contact driver data captured
The Diagnostic lens
Why did customers contact us?
- Analyze contact driver data with other customer datasets and operational data sets and analytics to establish greater context into customer actions prior to contacting support
- Partner with CX peers to determine root-cause of contacts and actionable insights
- Partner with CX peers to create customer problem statements, ideal states and generate recommendations for solutions to customer pain-points
- Run and participate in or run D4D workshops in partnership with CS and / or X-functional teams to generate innovative solutions to customer problems and reduce contact to CS
- Work with CX peers to create a key customer contact backlog to share with go to market and product teams ‘to enable common understanding of key customer contacts and associated friction, recommended actions and an aligned focus around customer needs
- Share contact drivers (descriptive and diagnostic) reports, recommendations and initiatives with in-country product and engineering teams
- Partners with horizontal contact driver analyst / customer contact data analyst community and analytics team to share learnings
- Act as a driver of recommendations and initiatives identified to solve customer problems
- Work with CX team to measure and report on impact of change to contact drivers as a result of pain elimination improvements made
- Advocate for process and technology improvements to enable richer diagnostic data to be captured
The Predictive lens
What will they contact us about?
- Monitor contact driver data for increases to enable CS team to prepare for and mitigate future contacts
- Analyze contact driver data with product and customer data to identify customer behaviours and enable proactive mitigation of future contact drivers
- Advocate for process and technology improvements to enable richer predictive data to be captured
Other
- Generate customer list pulls on an adhoc basis for CS team
"When I encounter a technical problem, I feel driven to find a solution that is simple, human, and easy to understand."
"It’s important to always strive for improvement, even if you’re already in a good place."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"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."
"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."
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
"Designing at Intuit feels special because we're not just making things to make things. We're tackling real, consequential financial problems voiced by small businesses, self-employed, and individuals around the world. I'm grateful to have such a worthy and motivating mission when I go to work – powering prosperity around the world."
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"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."
"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."
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"By feeding our customers' data through machine learning algorithms, we uncover valuable insights that empower millions of customers to feel more confident about their financial future."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"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."
"We use the latest Native frameworks for iOS and Android to deliver a truly delightful mobile-first experience for our customers. I love that we're enabling millions of customers to improve their financial health, all under a world-class mobile experience."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"It's a great feeling knowing that when you push out a new feature or fix, our customers notice it and really love the work that we do! Here at Intuit, not only do we have the freedom to work with the newest technologies, but we value solving challenging financial problems for our customers above everything else."
"One of my favorite aspects of this role is that my work is helping small business owners achieve their business goals by solving complex financial problems. It's gratifying to know that the work that I'm doing directly impacts consumers and makes their lives easier so that they can focus their energy on growing their business."
"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."
Hear from our employees
Conrad De Peuter
Senior Data Scientist - Machine Learning Futures Group
Conrad leverages tools like natural language processing and machine learning to help tax analysts and small business owners use TurboTax and QuickBooks more efficiently. For Conrad, Intuit is a great place to learn, grow, and take full ownership of your career path.
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