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Job Details

2020-16464 -

CX Delivery & Transformation Lead

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

Join the Intuit Customer Success team as a CX professional to help us be known for the best customer support in our field. We are looking to grow our team of talented individuals to help optimise the support experience and help us ensure that we do this in the best way possible.

As a Customer Experience Efficiency Team Member, you’ll be pivotal in ensuring that we deliver awesome product and service experiences for our customers using our online suite of products in the most optimal way for our customers and the business.

The Customer Success team provides customer support for the QuickBooks Online and QuickBooks Self-Employed software for accountants, small business owners, and self-employed.

The CX Efficiency roles in our teams will take their innovative mind-set and enthusiasm and add it to their strong analytical and problem-solving capabilities to drive change in what we do.  They lead and deliver on all of our local efficiency programs to ensure that we balance the needs of our customers, employees and the shareholder. Working with the local product teams they'll partner to ensure that we make data backed decisions to remove customer pain and ‘bad’ customer contacts from the business.  These team members design long-term programs to deeply aid customers through digital features and content, operational improvements and product refinement. The ideal candidate will be an empathetic, Customer Centric, approachable team player with a fast-learning, strategic and forward-thinking mind-set.

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

  • Define, lead and execute local efficiency experiments to deliver cost efficiencies whilst driving up experience measures.
  • Lead CX Efficiency in country work, prioritisation and build strategies to ensure country growth and evolution in the customer service proposition.
  • Partners with International CX leaders to minimise POC and allow focus in the region, whilst acting as part of the Internal Horizontal community to ensure that global learning and priorities are aligned.
  • Delivers on local initiatives through strong partnership with Assisted Customer Support Teams to collect data, pilot experiments and drive value into the business.
  • Measure, analyse and report on customer engagement, operational and program metrics, sharing insights and partner with relevant groups on opportunities and problems identified in this channel.
  • Accountable for the local plans and delivery against operational and experience metrics defined for the region.
  • Partner with the CX Transformation Team members to build data backed business cases for change - product, process, system and people.
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"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."
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"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."
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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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Conrad Intuit employee
"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."
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Conrad Intuit employee
"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."
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Alexandria Intuit employee
"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."
Emily at work
Emily Intuit employee
"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."
Troy at work
Troy Intuit employee
"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."
Photo of Natalie
Natalie Intuit employee
"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."
Emily at work
Emily Intuit employee
"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."
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Heather Intuit employee
"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."
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Alexandria Intuit employee
"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."
Troy at work
Troy Intuit employee
"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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Alexandria at work
Alexandria Intuit employee
"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."
Emily at work
Emily Intuit employee
"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."
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Chelsia Intuit employee
"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."
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Troy Intuit employee
"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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Carl Intuit employee
"I know that as a product manager at Intuit, my impact matters. Our products support millions of small businesses and individuals around the globe with their finances, delivering more money and fueling the success of real people."

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