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Director, Digital Experiences, Customer Success - Small Business and Self-Employed
Location(s): Mountain View, CaliforniaCompany 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
People who work for themselves fuel our economy. In the US, small businesses employ 60% of the workforce and create 80% of new jobs. Often, the odds are stacked against them with 50% failing in the first 5 years. Intuit’s Small Business and Self-Employed Group (SBSEG) is devoted to Intuit’s mission to power prosperity across the world especially for the millions of Small Business owners struggling to get paid, get capital, stay compliant and grow their business. The Customer Success organization manages over 400M digital customer interactions powered through AI/ML driven experiences and 13M+ assisted interactions through our virtual expert network of over 20k professional advisors and product experts delivering confidence and ease with trusted expert advice. Be part of a data savvy tech led services-based organization that champions a culture where we are never satisfied losing a customer. We are no longer downstream support operations but a key embedded feature of our current design and iteration of products.
The Head of Digital Experiences is a critical Customer Success leader that will build and execute on a vision for digital experiences, and be instrumental in transforming customer experiences through digital-first, proactive & personalized solutions. This role will lead in driving our Digital Experiences strategy globally and will drive the reimagination of tomorrow and power customer success.
We have a declared strategy to deliver Next Gen Customer Success Experiences through AI-powered Digital Experiences. The key goal of this role is to transform the E2E customer journey from discrete interactions to a seamless E2E journey through creation and delivery of integrated, omni-channel digital experiences, leveraging data sharing and contextual handoffs between digital and assisted experiences in close partnership with Intuit Customer Success (ICS) platform teams. Success will be measured by increased self-help resolution rates, contact rates and contact reduction, as well as customer VOC. This is a global team that will accelerate our ability to scale our capabilities across SBSEG.
Qualifications
- A passion for delighting customers through innovative services experiences is the central theme of this role. We are looking for a customer obsessed proven leader with at least 12+ years of experience in a services-based industry or SaaS organization, with 5+ years in a leadership role influencing customer experience management in Customer Success, Product marketing or similar functions.
- Experience leading customer facing programs that focus on delivering measurable business outcomes and value. Experience driving organizations through rapid growth and while improving and understanding the criticality of operational excellence.
- Exceptional ability to mobilize and energize complex cross-org and cross-functional teams to implement creative, innovative, best in class data driven tech led solutions.
- Create an environment of innovation and continuous improvement to re-imagine how we deliver the customer and expert experiences with technology powered human enabled solutions.
- Organizationally savvy, with good interpersonal effectiveness, influence, and ability to get things done through both formal and informal means across org boundaries.
- Must exhibit strong people leadership… the ability to inspire an organization to deliver awesome experiences.
- Talent steward with a proven history of hiring, managing and developing high performing teams.
- Must possess demonstrated experience in developing clear compelling business cases that support ruthless prioritization of work.
- A reputation for being energetic, hungry, innovative, enthusiastic, humble, agile, and intellectually curious. Willingness and ability to act as a change agent and offer opinions and judgments.
- An exemplary performance record, outstanding judgment, and a proven ability to thrive in a fast-paced, results-oriented environment. Demonstrated ability to be a quick learner with keen intuition and strong initiative.
- A natural embrace of “Boundaryless Leadership,” with focus on collaborating cross- functionally to drive an outcome.
Responsibilities
- Digital Platform enhancements – Responsible for overseeing the scope & complexity of delivering awesome AI-powered self-help services to millions of SMB and mid-Market customers across the QuickBooks ecosystem. This includes ongoing enhancements to the core digital platforms to drive standard adoption across all geographies, routing strategy and measurement, as well as partnering with Account Services to continue to drive enhancements in the capabilities to expand coverage & success in the platform. This will enable us to accelerate our vision to be the AI Expert driven platform allowing us to seamlessly blend digital and expert delivered solutions.
- Content Experiences - Responsible to define and drive SBSEG strategy for digital services including personalization of content experiences through deployment of content blocks & personalization in and out of product, conversational AI services (IVA and chatbot), community and social care operations.
- Customer Experience Innovation & Experimentation– This leader will build new experiences for self-help and ensure users get answers quickly and enable the best path to assisted customer care. Experimentation of new ways to deliver self-help experiences to customers and use of world-class technology data, customer and agent insights to drive change and to continuously improve the customer and expert experiences are critical components of this role.
- Conversational AI experiences - creating personalized experiences in the digital assistant and IVA to answer customers and provide insights, with a future state of do-it-for-me.
- Social & Community - responds to customer inquiries in social & community channels, management of Intuit’s CEO’s social accounts; and drives customer engagement content focusing on how-to and resolution outcome.
- Stakeholder Management – Partner with PR, Marketing and Campaign Leads to ensure a unified content strategy for QuickBooks. This executive will play a key role across the SBSEG business and Intuit to define and deliver the technology, systems and operational rigor to support growth at scale.Drive close collaboration with our platform partners in building capabilities that exceed our customer expectations and
Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is CA $208,654 - $282,296. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing pay equity for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.
"When I encounter a technical problem, I feel driven to find a solution that is simple, human, and easy to understand."
"It’s important to always strive for improvement, even if you’re already in a good place."
"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."
"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."
"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."
"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."
"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."
"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."
"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."
"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."
"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."
"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."
"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."
"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."
"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."
"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."
"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."
"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."
"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."
"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."
"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."
"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."
"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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