Senior Manager, CX Center of Excellence - GBSG

Job Overview

We are seeking an exceptional Senior Manager to lead a team in building 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 Group Manager. This role can be based out of the following office locations: Mountain View, CA; San Diego, CA; or Tucson, AZ.

Responsibilities

• Leads team that manages Customer Experience (CX) and Voice Of Customer (VOC) iInsights, survey and data infrastructure, reporting and analysis, supporting the performance of GBSG experiences
• Oversees backed story-telling efforts: 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
• Owns/leads the development of customer experience measurement dashboards and platform-wide reporting that weave into the global CX planning process to ensure data-backed decisions are made
• Collaborates with other leaders and partners (Product, Marketing, Sales) to evolve lead and lag indicators including existing key performance indicators (KPIs) like PRS, tNPS, Customer Effort Score (CES) and leads the development and implementation of measurement frameworks for CX
• Defines, establishes, and documens standards, governance, and data stewardship appropriately to create consistent sources of truth, processes, metric definitions, ensuring they are all aligned with business strategy
• Target setting, monitoring, analysis and creating requirements for the data infrastructure for KPIs and performance
• Drives process improvement, automation, development of analytic models and other tools including reports, dashboards, and data visualizations
• Manages analyses on business performance. Takes ownership and proactively identify trends using a range of statistical methods. Utilizes expertise in quantitative analysis and data visualization to go beyond the numbers. Transforms raw data and model output into meaningful insights and actionable recommendations.
• Oversees development of presentations to communicate the results or models to both technical and non-technical stakeholders.
• Manages gathering and development of 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

• 7-10+ 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
• 3-5+ years as a people manager who can recruit, motivate, coach and lead a team of CX experts
• Deep knowledge of 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 statistical concepts
• Strong business intelligence skills combining business analytics, data visualization, data mining and other data infrastructure to help drive data-driven decisions.
• Self-motivated and willing to proactively take on leadership roles in programs and projects; ability to roll-up sleeves and lead by example at both strategic and tactical levels; demonstrated ability to operate independently and interact frequently with senior management to help influence strategic direction
• Effective communicator & influential storyteller who can deliver a solid end to end story with data; ability to tailor content for different audience levels including executives
• Well-rounded interpersonal skills with the capacity to build relationships with senior stakeholders and collaborate/influence team members at varying levels of leadership
• Experienced with change management best practices, managing stakeholder engagement by communicating a change vision that supports a successful transformation
• BA/BS required; Equivalent work experience considered; MBA strongly preferred