VP, Customer Experience, Customer Management & Assisted Customer

Job Overview

As Vice President, you will be at the helm of the Customer Success and designing Service Delivery teams, tasked with creating and executing a global strategy for Intuit’s Global Business Solutions Group (GBSG). You will be responsible for designing technology-driven solutions that enhance customer experiences at crucial lifecycle moments, consequently boosting customer consideration and revenue outcomes aligned with our 1- and 3-year business goals.

Key responsibilities include building strategies to engage and support customers throughout their lifecycle across our suite of products and services, ensuring successful onboarding, feature utilization, customer health measurement, and the implementation of retention tactics. You will manage a direct team and a dedicated executive leadership team, coordinating expert interactions with a scaled labor model strategy to ensure top-quality service delivery without gaps.

Additionally, you will link Service Delivery with Workforce operations optimizing quality and matching of experts to customers to provide swift benefits and sound unit economics. Your role is also pivotal in driving the transformation required to scale our services operating model, maintaining operational excellence and consistently delivering unparalleled quality service.

This leadership role extends to transforming the function from a support/cost center to a robust growth enabler by setting a new vision, uncovering customer needs, developing new offerings, and redefining customer experience as a key differentiator for Intuit. You will also be responsible for enhancing operational performance, improving efficiencies, enabling a singular customer view across product lines to inform engagement strategies, reducing customer friction, and driving customer advocacy.

We are seeking a world-class leader with a strong background in AI, technology, and service-based industries, who can spearhead innovative approaches and shape our growth trajectory through collaboration with senior executive leadership.

If you are a proven leader passionate about driving innovation and customer engagement, we invite you to apply and lead our transformation into an industry-leading customer management hub.

Responsibilities

• Provide strategic vision and leadership to operationalize concepts into actionable plans while fostering a strong change management culture with corresponding results.
• Utilize business acumen and principles-based decision-making to prioritize investments that enhance customer experience and drive efficiencies through a culture of continuous improvement.
• Leverage data, analytics, AI, and machine learning to develop relevant performance metrics to monitor service levels and customer engagement.
• Champion and develop a vision for cross-product collaboration to achieve a unified customer view, using this perspective to reduce customer friction and stimulate growth throughout the customer relationship.
• Recruit, develop, and mentor a high-performance team dedicated to innovation and achieving top-tier service goals.
• Promote and instill a customer-centric mindset, focusing on advocacy, improved service operations, and significant renewal and retention rates.
• Exhibit a collaborative, performance-driven, and motivational leadership style to inspire the team and front-line staff towards service excellence.
• Collaborate seamlessly with other Intuit teams, providing constructive feedback on customer insights to maintain competitiveness and articulate a clear vision for success.
• Rebuild and enhance the customer experience framework to span the entire end-to-end journey, aligning with global market expansion and scalable, efficient sales processes.

Qualifications

• A minimum of 15+ years of senior leadership experience in an on-demand technology or SaaS organization, with a proven track record of delivering transformative customer success experiences and significant growth.
• Experience in leading large, highly matrixed organizations to provide world-class service to millions of customers in an online, connected environment.
• Demonstrated ability to influence and partner effectively with key internal stakeholders including Senior Leadership, Product Development, CTO, and Marketing teams to ensure a shared vision and drive priority initiatives.
• Proven capability to create an environment of innovation and continuous improvement, reimagining customer and expert experiences.
• Exceptional collaborative skills with the ability to influence, mobilize, and energize complex cross-organizational and cross-functional teams to implement creative, innovative, and best-in-class solutions.
• Organizationally savvy with strong interpersonal effectiveness and influence, skilled at achieving results through both formal and informal means.
• A deep passion for delighting customers through innovative experiences.
• Strong people leadership skills with the ability to inspire an organization to deliver exceptional experiences.
• Ability to create a 2-3 year roadmap to implement the enterprise strategy in own area, considering critical future factors and external changes or trends that affect the business.
• Skilled at developing plans that consider impacts beyond own function and instilling a sense of urgency in the team to deliver on goals.
• Proficient in overcoming obstacles, planning for contingencies, and ensuring quality standards are met.
• Regularly reviews performance and progress through metrics and KPIs to ensure the team is achieving desired results.
• Effective at identifying necessary stakeholders, building strategic relationships, and engaging in negotiations with a balanced, genuine approach.
• Proactive in anticipating and preempting potential conflicts among stakeholders, adapting influence approaches to address varying interests or concerns.