Director, Customer Experience Management - Midmarket

Job Overview

As Director of Intuit’s Customer Experience team, you will be responsible for building and leading a customer experience ‘practice’ to drive innovation in the way that we work, serve our customers and build our offerings. All aspects of defining the customer strategy and end-to-end service delivery design including feature adoption, proactive health management, support excellence, and customer insight programs for customers subscribing to our Mid-Market Products and Solutions  are in scope. The role will play a pivotal part in helping us stand out from the crowd for the services that we provide. This team will need to be ‘in the game’ staying close to our customers and teams to really understand what matters to them, how well we deliver on this and how we empower our people to excel in everything that they do. You will also provide operational and thought leadership by setting strategy, developing priorities and managing programs that drive a highly effective and efficient organization, through the removal of waste, eliminating customer friction and driving customer advocacy. Our end to end approach to customer experience is what will accelerate Customer Success becoming an organizational strategic enabler versus a cost center.

Responsibilities

• Build and execute a vision for Customer Experience that is aligned to strategic customer segment expectations and goals, for seamless, transparent and frictionless experiences that sustain mutual growth
• Lead, organize and scale a Customer Experience (CX) practice within the organization. The team will be accountable for our Voice of Customer (VOC) Feedback Loop: Leading the elimination of pain points/friction and optimizing our customer experiences
• Aggregate quantitative and qualitative insights, and collaborate with marketing, product development and product management to build, fix and enhance our products, policies, and communication
• Use advocacy and inquiry to disrupt and challenge the status quo, proposing broad and strategic solutions to ensure product design eliminates friction and provides the best possible experience.
• Define the optimal framework and ways of working, through end-to-end customer ‘value’ journeys and customer education programs that drive speed to benefit through feature adoption and utilization, proactive health management, and retention programs
• Define and build strategies to deliver a foundation for support excellence, both proactive and reactive, that meet the customer where they need to be met and delivers ground-breaking support expertise that is powered by both AI and live experts
• Optimize and drive change for customer-facing support teams to identify, synthesize and prioritize VOC and VOE data, building business cases for change and driving implementation of tactics and initiatives
• Establish business goals to deliver our vision through customer and employee measures moving Customer Success from a cost center mentality to a serve to sell eco-system
• Collaborate with Product, Engineering and UX teams to embed customer and employee data to remove root cause issues that drive poor experiences and low advocacy.
• Lead and partner in programs and sprints to conceptualize, design and operationalize exceptional employee and customer experiences that deliver our True North Goals
• Stay on top of industry leading trends and have curiosity in the Customer Experience and Technology industry to drive innovative thought leadership
• Collaborate with all markets to understand localization challenges and facilitate a true global approach to systemic change that drives up customer measures of success and shareholder value. This strategy will also support our mission to be the team that drives customer advocacy and growth in all our markets; globally.
• Own and lead the application of customer measurement dashboards that weave into the global CX planning process to ensure data backed decisions are made. Customer Success data is what drives our strategic decisions in brand, price, product and service.
• Partner with the Growth Revenue team to identify expansion revenue opportunities

MEASURES OF SUCCESS

50 PRS | 85 tNPS | 85 CES | Time to Value | Customer Retention | Expansion Revenue | Life Time Value

Qualifications

This position will report to the VP of Customer Experience Management and sits on a cross-functional Global Leadership Team. You will drive the strategic plans and associated products and services, proactively collaborating with Product Management, Marketing and Sales leaders to drive growth. You will lead a “customer-first” culture and mindset across the organization, which places emphasis on delighting customers in everything that we do.

• A critical element of your role will be to create a well-integrated and highly effective team, partnering across multiple geographies, teams and segments. You will ensure an engaged workforce through frequent communication, goal setting, performance management and creating a positive environment of trust, transparency and clear expectations. The ideal candidate will have a proven track record of success and significant experience in a fast-paced organization, leading customer centric operations and teams. Additionally, the ideal candidate is a:
• Team & Talent Builder: Has substantial senior leadership experience, managing senior level employees and/or other managers. A talent steward with a proven history of hiring, managing and developing high performing and highly engaged teams. Can coach and train others within teams and across the organization about the importance of curiosity in bold, large scale problems.
• Boundaryless Leader: Cross-functional leadership experience, partnering to influence different functions at all levels. Experience working with a US based, multi-national company would be an asset. Can create alliances with other leaders across the organization to ensure solutions are backed up with data and being implemented with a systemic and strategic approach.
• Strategic Thinking: Defines the overall strategy to ensure business growth and utilizes powerful messages to lead and promote a culture focused on problem solving. Uses external expertise, data and network to ensure best practices and trends are being leveraged.
• Product Management & Experience Design Expert: Customer champion with a design mindset and demonstrated strengths in product management or experience design (ideally with SaaS, Self-Help, or CRM environment). Have led the creation of online experiences (from concept through production).
• Business Leader: Business acumen with proven ability to deliver programs that accelerate organizational growth objectives. Must possess experience in developing clear compelling business cases that support prioritization of work. Aligns teams and initiatives around the organization to our short, medium and long term business goals.
• Customer Service & Support Expert: Demonstrated strength managing or working with customer support organizations and operations (direct or via BPO).
• Change Leader: Experience in a dynamic work environment, managing and executing complex system and organizational change initiatives.
• Communicator: Excellent written and verbal communication skills including an ability to communicate complex issues simply. Proficient in MS Word, Excel, and PowerPoint.
• As this role has a global mandate and may be required as well as occasional meetings outside of typical business hours.