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Job Details

2020-19130 -

CX Program Specialist

Location(s): London, United Kingdom
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Intuit is a global technology platform that helps our customers and communities overcome their most important financial challenges. We help give over 50 million consumer, small business, and self-employed customers around the world the opportunity to prosper.

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 support small businesses, accountants, and self-employed individuals in the UK. We’re 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 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, QuickBooks Desktop, and QuickBooks Self-Employed software for accountants, small business owners, and self-employed individuals in the UK

The CX Program Specialist 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 and transformation 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

  • Proven experience and a passion for customer experience improvement including operational excellence
  • Strategic thinker with proven experience of building and owning a yearlong strategy, including setting targets and designing strategy to achieve those targets
  • Strong project management skills and experience working on multiple projects concurrently
  • Experience of engaging team members and peers to drive clearly defined programs of work with defined measures of success
  • Customer-facing experience - an appreciation for our customers experiences and assisted customer support team members roles in delivering these
  • Experience conducting customer research interviews and using research to drive priorities
  • Experience mapping CX and communicating existing and ideal state CX
  • Excellent communication and presentation skills; ability to communicate technical and business requirements, business cases and other findings across organizational levels
  • Experience working across multiple countries and regions or in an international role will be an added advantage
  • Fast learner with the demonstrated ability to manage multiple projects and priorities concurrently in a fast-paced environment
  • Demonstrated ability and self-motivation to excel within an environment of continuous change.
  • Results oriented, while respecting people and maintaining integrity without compromise
  • Strong analytical and problem-solving abilities paired with innovative mind set
  • Previous experience in customer service, accounting or financial services experience would be an advantage
  •  

How you will lead

  • Project manage concurrent projects and initiatives to drive internal and external CX improvements for Customers and Customer Success (CS) Experts
  • Lead CX in country work, prioritisation and build strategies to ensure country growth and evolution in the customer service proposition.
  • Partner with International CX leaders and acts as the point of contact to the Horizontal Community, staying abreast of international priorities and strategies to ensure CX efficiencies gained and CX transformation projects launched can be leveraged across the UK market
  • Partner cross functionally with different teams across the business (Product, Engineering, Marketing, Analytics) and within the CS Team (Assisted, CX, Learning & Development, Quality and Digital) to drive CX improvements and manage change to product and processes
  • Conduct research to understand customer needs and pain points - document and share research learnings with the team and across the business to help drive end-to-end CX improvements
  • Use storytelling and CX mapping to demonstrate the customer pain and opportunities for CX improvement and to share success stories of CX efficiencies delivered
  • Analyse data to uncover customer insights and make data backed decisions
  • Drive CX transformation and efficiency experiments to determine the optimum approach for CX improvements
  • Work cross functionally with legal and compliance teams to ensure compliance ‘Must Do’s are known, actioned and communicated
  • Track, measure, analyse and report on customer engagement, operational and improvement metrics
  • Accountable for the local plans and delivery against operational and experience metrics defined for the region
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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."
Emily at work
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Troy at work
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Emily at work
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