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Job Details
2023-46438 -

Head of Customer Success UK

Location(s): London, United Kingdom
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Company 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

As the Head of Customer Success UK, you will have full responsibility for the customer success operations to ensure Intuit offers our customers an unforgettable experience across our products and services. You will be responsible for leading all aspects of the help and support experience, including customer onboarding and launching new service offerings for customers within Intuit’s rapidly growing UK market. You will be instrumental in leading a well-established team through both a ‘hands on’ and strategic approach. You will be expected to drive thought leadership by setting strategy, developing priorities, and leading through innovation in our service models and customer journeys. 

THE ROLE

We are transforming our customer success function from a cost centre to a value driver, playing a pivotal role in driving growth and retention, through delivery of stellar customer experiences that build confidence at every touchpoint.  This cultural shift moves from an approach that focuses on traditional call centre indicators to delivering what matters to our customers and harnessing the power of our ecosystem of products and services. Customer and employee satisfaction is critical for us, and we are renowned for addressing our customers’ issues and demonstrating true customer obsession.

This role reports directly to the Director of International Customer Success, and sits on the leadership teams of both the UK market and International Customer Success. 

A critical element of your role will be to create well-integrated and highly effective teams, partnering across multiple geographies, and developing them so they can do the best work of their lives. 

You will play an active role on the International Customer Success leadership team and help to create and drive global best practice. In addition, you will contribute to the long-term UK strategy, proactively collaborating with Product Management, Marketing and Sales leaders to deliver great experiences that fuel market growth.

Qualifications

Proven track record of success and significant experience in a fast-paced organisation, leading customer centric operations and teams. The ideal candidate is a: 

  • Customer experience advocate, with extensive experience of leading customer experience, removing friction and delivering stellar human and digital customer experiences
  • Team and talent builder, with substantial leadership experience and a proven track record as a talent steward with proven history of hiring, managing and developing a high performing and engaged team
  • Boundaryless leader, with cross-functional leadership experience, partnering to influence different functions at all levels
  • Customer champion with a design mind-set and demonstrated strengths in designing and improving customer experiences. Has developed clear and compelling business cases that support prioritisation of work and investments
  • Customer success and support expert, with demonstrated strength managing or working with customer support organisations and operations, and driving growth and revenue through the power of CS
  • Change leader, with experience in a dynamic work environment, managing and executing complex system and organisational change initiatives
  • Strong and confident communicator. You will have excellent written and verbal communication skills including an ability to communicate complex issues simply

 

As this role is part of an International leadership team, it will require up to 10% travel as well as meetings outside of business hours. 

Responsibilities

    • Create and lead the vision and strategy for UK CS, leveraging CS as a strategic asset to drive growth and retention of our customers
    • Develop and prioritise the UK CS strategy to deliver on business goals and contribute to the overall growth and success of these markets
    • Promote an “advocacy” culture and mind-set across the organisation, which places emphasis on delighting customers in everything that we do.
    • Drive innovation through experimentation with a design thinking approach, and champion a culture of high-velocity change 
    • Effectively communicate and lead change management initiatives cross-functionally and inter-team, to drive and deliver on global best practices
    • Be ‘hands on’ to understand the business as well as get things done. This role will need to be flexible to drive the evolution of the team and business whilst setting solid foundations for the future
    • Lead operational performance of our customer services and support, meeting experience, OPEX and performance targets
    • Provide operational and thought leadership by developing priorities and managing operating mechanisms that drive a highly effective and efficient organisation
    • Engage cross-functionally with key stakeholders in other business units to drive projects, and influence decisions and priorities to enable delivery of your CS strategy
    • Lead a highly engaged workforce through frequent communication, goal setting, performance management and creating a positive environment of trust, transparency, and clear expectations
    • Play a key role in the International CS leadership team, responsible for driving strategic initiatives across the group and establishing strong relationships and collaboration to support the success of all regions
    • Play an integral part on the UK leadership team, influencing and fostering strong partnerships across the group, such as Marketing, Sales, and Product

    As Head of Customer Success for UK you will lead across the end-to-end customer experience, with a team that focuses on delivering impact in the following areas:

    • Leading the elimination of pain points/friction and optimising our customer experiences by leveraging the voice of our customers. Includes aggregating quantitative and qualitative insights, and partnering with marketing, product and other stakeholders to drive improvements and enhance our products, processes, and communication
    • Identifying services to delight our customers and drive retention / growth, mapping the ideal customer experience, and designing detailed playbooks on how to deliver the service - including workforce strategy, channel mix, measures of success etc.
    • Proactively monitoring the performance, efficiency and quality of customer support and services delivered by our outsourced support providers, and identifying actions to continuously improve how we serve our customers
    • Managing product incidents in partnership with our Product and Engineering teams to ensure bugs are rapidly fixed and customers impact is minimised
    • Project managing the rollout of all changes that impact our outsourced support agents and digital self-service platform, including launches of new products or features, regulatory changes to ensure our customer gets a seamless support experience 
    • Support the global digital team to understand the priorities of the UK market and optimise our digital assets to deliver the best end to end customer experience. Digital experiences span self-help, social media, community, interactive voice assistant and AI powered digital assistant
    • Designing and developing L&D programmes for our outsourced support providers to upskill new and existing support agents with the knowledge they need to solve our customers’ problems and deliver memorable experiences to drive customer loyalty
Gleb at work
Gleb Intuit employee
"When I encounter a technical problem, I feel driven to find a solution that is simple, human, and easy to understand."
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Morag Intuit employee
"It’s important to always strive for improvement, even if you’re already in a good place."
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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."
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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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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."
Conrad at work
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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Joylyn Intuit employee
"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."
Conrad at work
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."
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 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."
Heather at work
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."
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."
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."
Jake at work
Jake Intuit employee
"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."
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."
Breaunna at work
Breaunna Intuit employee
"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."
Chelsia at work
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."
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."

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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