Senior Customer Experience Specialist

Job Overview

The Customer Success team delivers award winning service and support experiences to accountants and small business owners using our products: QuickBooks Online, QuickBooks Accountant, QuickBooks Solopreneur and QuickBooks Time.

Joining the Customer Success organization as a SMB Experience Service Design Manager, you have the opportunity to work across the GBSG business to design the end to end support experiences across all human contact channels (digital and assisted human). You will choreograph processes, technologies, and interactions to inspire customer confidence.

Your core daily responsibilities will enable you to map and own the on-going management of  the end to end customer journeys for our accountants and small business customers with running design thinking sessions, leveraging data and deep customer empathy to uncover the moments that matter most to customers while being able to interpret operational data at hand decisions to remove customer pain.

You will  lead teams and partner with the Customer Success ecosystem: Customer Service, Customer Support, and Customer Operations. You will also work with key stakeholders across Marketing, Sales and Product.

Your impact will be measured by the effectiveness of our customer journeys, business impact to lifetime value, retention and friction removal.

Responsibilities

Design and Ideate e2e Human Experiences                                                                                                              

• Ideate and Design the assisted support models - Design, ideate and document customer segment specific e2e assisted support models with personalized assisted service expert personas
• Defining expert personas with the optimal skill sets - to deliver the best outcome for customer experiences (delivering benefits and removing friction) across all Human Assisted Service experiences at scale for QuickBooks Customers.
• Drive hypothesis driven experimentation on existing offerings - Continuously optimize existing expert persona offerings with the intent to drive better customer experience and business outcomes

 Design and define the e2d operational framework and requirements

• Define the operational requirements for the human assisted offering - strategic prioritization, channel offerings, routing and workforce strategy.
• Design Human Assisted experience workflows - Designing expert, manager and operational workflows to deliver customer benefit while driving consistent and efficient outcomes including accurate reporting to monitor progress against milestones. Quality of Service and standards for performance
• Design and optimize the labor strategy and document the frameworks to deliver operational and quality outcomes within the business cost envelope at scale.
• Define critical human assisted business unit performance KPIs to monitor and understand customer benefit and business unit performance and overall health.

Roadmap and Implementation Management & Readiness                                         

• Design the strategic, holistic implementation roadmap of critical initiatives - (Examples include season readiness, experience launches, etc.) to ensure proper implementation and overall readiness for human assisted offerings across the organization. Determine whether or not labor strategies will be modified or newly implemented at scale and within the operating cost envelop.

Deliver Best in Class Leadership Capabilities

• Support teams to identify, synthesize and prioritize data, building business cases for change through data-backed experiences and illustrate impacts in customer flow to key stakeholders ( employee, customer, and shareholder impacts)
• Lead strong teams exemplifying the Intuit Leadership playbook and values
• Create and lead with shared vision and build and maintain strong cross-functional relationships / alignment with partners across the business (e.g. EN, CX, ICS, and business analytics).
• Owns the strategy, goals and plans for their team/unit’s success and contributes to the strategy and plans of their group and their BU/FG.
• Foster an environment of partnership with the key stakeholders from the SBSEG leadership teams to solve complex customer problems and design experiences will levering innovation with team.

Qualifications

• 5+years professional experience with proven success designing and launching services focusing on people, process and technology that have been implemented in the real world
• 5+ years of experience leading high performing teams to deliver world class experience designs that deliver for customers through multiple channels
• Relevant bachelor’s degree from a 4-year college or university, or equivalent experience
• Deep expertise in design thinking/human-centered design, customer journey mapping, service blueprints and continuous service improvement methodologies
• Solid understanding of project management principles and practices
• Experience using Mural, Figma or other collaborative design tools