Senior Customer Experience Specialist, CX Center of Excellence - GBSG

Job Overview

We are seeking an exceptional Customer Experience Specialist to help build an insights infrastructure for the GBSG Customer Experience Center of Excellence. We are looking for an individual who thrives on changing the status quo and is laser-focused on making every experience simple, easy, and intuitive for our customers. We champion world-class customer experiences to power prosperity for our customers. Do you desire a job that fills you with a sense of meaning and purpose? Come join the GBSG Customer Experience Team as a Customer Experience Leader. We are developing Intuit QuickBooks offerings through innovation and deep customer empathy.

This role reports to the GBSG CX Center of Excellence Senior Manager. This role can be based out of the following office locations: Mountain View, CA; San Diego, CA; or Tucson, AZ.

Responsibilities

• Conducts data backed story-telling: connect data points to form actionable insights, leverages quantitative and qualitative research, is a customer advocate in every situation, is an expert with operational data, links experience back to business results
• Partners with peers across the organization to build and maintain operational processes, data quality, reporting and technology infrastructure
• Builds CX measurement dashboards and platform-wide reporting that weave into the global CX planning process to ensure data-backed decisions are made
• Applies lead and lag indicators including existing key performance indicators (KPIs) like PRS, tNPS, Customer Effort Score (CES) and implements development of measurement frameworks for CX
• Documents standards, governance, and data stewardship appropriately to create consistent sources of truth, processes, metric definitions, ensuring they are all aligned with business strategy
• Implements process improvement, automation, development of analytic models and other tools including reports, dashboards, and data visualizations
• Conducts analyses on business performance. Take ownership and proactively identify trends using a range of statistical methods. Utilize expertise in quantitative analysis and data visualization to go beyond the numbers. Transform raw data and model output into meaningful insights and actionable recommendations.
• Prepares presentations to communicate results or models to both technical and non-technical stakeholders.
• Gathers and develops customer insights from various listening posts and weave together with analytics, and often disparate data, to tell a compelling story that inspires impactful business outcomes

Qualifications

• 4 to 6+ years of experience in Customer Experience, Customer Insights, or Voice of Customer in an IT, SAAS, or Fortune 500 Company, including leading in a highly matrixed, cross-functional, and fast-moving environment; experience in analytics, data science, strategy, business and or research or equivalent preferred.
• Experience with CX measurement and analytics with known methodologies and industry tools (i.e. Qualtrics, Medallia, Gainsight, etc) in CX such as customer sentiment, Voice of the Customer (VOC), survey infrastructure, measuring customer retention, trends in customer behavior which will help the business drive actionable insights and drive improvements in business performance
• Experience managing global customer listening posts, such as NPS programs, closed-loop and/or transactional survey programs across key customer & partner journey moments
• Knowledge across a variety of survey design and research methods, especially for CX applications
• Robust analytical and problem-solving skills with clear examples of using data actively for customer insights, measurement, ROI analysis and recommendations, ability to interpret complex data sets and extract actionable insights; experience applying statistical techniques and working knowledge of statistics concepts
• Business intelligence skills combining business analytics, data visualization, data mining and other data infrastructure to help drive data-driven decisions; Experience with Tableau/Power BI is a plus,
• SQL skills with the ability to perform effective querying involving multiple tables and subqueries a plus
• BA/BS required; Equivalent work experience considered; Masters Degree is a plus