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Job Details
2022-31488 -

Customer Experience Enablement Leader

Location(s): Mountain View, California
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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, 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

Come join the Small Business & Self-Employed Group (SBSEG) Customer Experience team asthe Customer Experience Enablement Leader.

We are looking for a passionate, customer-obsessed leader to partner with our teams incrafting CX strategy, building and scaling core customer experience capabilities, andinfluence our engagement model with partners and stakeholders.

This leader will have passion for innovation and continuous improvement and will optimizeour core processes to deliver higher and faster impact on our customer experience, workingin close collaboration with our partner teams throughout Intuit.

You will become a subject matter expert across all Intuit product offerings for small businessand self employed customers. With this expertise you will identify synergies within SBSEG toenable teams to partner more efficiently and effectively to deliver greater impact for ourcustomers.

Qualifications

  • Passion for delighting customers, with at least 5-10 years’ experience in a servicesbased industry or SaaS organization, with 5+ years in a leadership role influencingcustomer experience management in Customer Success, Product Management,Product Marketing or similar functions.
  • Experience leading Customer Experience programs focused on optimizing customerexperience processes, delivering measurable customer benefits.
  • Possessing an Innovation and Continuous Improvement mindset, creating anenvironment which is constantly seeking new ways to deliver for customers acrossmultiple channels.
  • Exceptional ability to mobilize and energize platform partners and cross-functionalteams to implement creative, innovative, best in class solutions.
  • Strong program management skill set to own and drive related initiatives tocompletion.
  • Boundaryless Leader: Cross-functional leadership experience, partnering to influencedifferent functions at all levels. Ability to inspire and influence an organization todeliver and champion awesome customer experiences...demonstrated success inworking cross functionally to deliver improvements across end to end experiences.
  • Analytical leader: Has a keen eye on trends and a hunger for data. Ability to prove ordisprove hypotheses by bringing the right data to the table. Ability to assimilatemultiple data sources and inputs to assess performance and drive remedial short andlong term actions.
  • Product Management & Experience Design Expert: Customer champion with a designmindset and demonstrated strengths in product management or experience design(ideally with SaaS, Self-Help, or CRM environment). Have led the creation of onlineexperiences (from concept through production).
  • Business Leader: Business acumen with a proven ability to deliver programs thataccelerate organizational growth objectives. Must possess experience in developingclear compelling business cases that support prioritization of work.
  • Customer Service & Support Expert: Demonstrated strength managing or workingwith customer support organizations and operations (direct or via BPO).
  • Change Leader: Experience in a dynamic work environment, managing and executingcomplex systems and organizational change initiatives.
  • Communicator: Excellent written and verbal communication skills, including an abilityto communicate complex issues. Excellent at telling a story through data andgalvanizing teams and partners to own and drive improvements.
  • Bachelor's degree or equivalent practical experience, MBA a plus
  • Lean Six Sigma Black Belt certification from a reputable organization.

Responsibilities

  • Design, define, and improve core Customer Experience processes to drive bestoutcomes for customers, accelerate impact of Customer Experience team, and ensure
  • scalability and sustainability of CX improvements.
  • Define and report out on CX operations key performance indicators, and drive thetimely execution on actions and follow ups.
  • Define and execute Customer Experience communication plans to drivecustomer-centricity and gain buy-in from partners and stakeholders.
  • Drive end to end thinking of customer experience across portfolios of our teams aswell as those of our partners.
  • Lead short/medium term projects requiring project management, operationalexcellence, and change management skill sets.
  • Partner with Continuous Improvement teams in solving customer problems andexecution challenges.
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."
Morag at work
Morag Intuit employee
"It’s important to always strive for improvement, even if you’re already in a good place."
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."
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."
Joylyn at work
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.

Award-winning culture, best-in-class benefits

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Culture and values

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We are requiring that employees who come onsite be vaccinated. Unless prohibited by applicable law, full vaccination against COVID-19 is a requirement for any position at Intuit that necessitates coming onsite and/or in-person business activity. Qualified applicants who would like to request an accommodation (exception) on the basis of a qualifying medical condition/disability or sincerely-held religious belief should contact TalentAcquisition@intuit.com.

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Fortune 100 Best Companies to Work For

Our culture and entrepreneurial spirit have earned us a spot on “Best Companies to Work For” lists year after year. Join us in our mission to power prosperity around the world.

EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.

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