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Job Details
2022-36867 -

Senior Customer Experience Lead

Location(s): Remote
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Company 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, 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

Intuit's Customer Success team within the Consumer Group is transforming the industry with a suite of high-touch professional services powered by data-driven, technology-lead operations and a distributed professional workforce. You will be part of a cross-organizational group to help transform Customer Success into a world class, service-centric organization that is never satisfied losing a customer.

Please note that this is a seasonal role that will tentatively end July 31, 2023.

Qualifications

  • Share and transfer knowledge as it becomes available
  • Defines customer & business requirements enabling cross-functional teams to develop great solutions efficiently
  • Specifies stakeholders and clear roles for a decision
  • Drives and communicates sound, data-based decisions
  • Owns and works on key pieces of the roadmap
  • Develop customer and expert insights based on data provided by the Analytics team
  • Is accountable for and drives key pieces of the market and customer success growth roadmap
  • Works effectively with senior internal and external personnel in their own area of expertise.
  • Experienced individual contributor who owns Customer Experience for a product or service or multiple smaller products/ services / customer segments
  • Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors
  • Influence impacts multiple parts of major offerings or multiple offerings. Decisions impact both personal, team and/or market deliverables.
  • Scope In addition to CX Lead where appropriate

Responsibilities

  • Provides clear direction to the team on how to conduct FMHs and uses a cross-functional approach to lead experiments that will test customer behavior and solve hypotheses across craft areas and functions.
  • Leads and influences cross-functional teams to analyze data and provide innovative solutions in complex and difficult
  • Teaches others to use our systems and ensure processes are aligned to the business needs and up to date to facilitate the compilation of data.
  • Teaches others on how to identify human behavior and market trends that can impact the way our products operate to prevent possible risks.
  • Applies market trends to the “what” and “how” of their processes; prioritizes projects and initiatives and align them to Intuit’s key initiatives
  • Leverages internal networks to analyze the customer and expert experience from a cross-functional perspective and delivers solutions that will have a broad impact.
  • Quickly identifies critical parts of a problem and works cross-functionally to deliver complex and effective
  • Utilizes diverse methodologies to solve difficult problems and leverages expertise and credibility to create alliances that will ease implementation of solutions.
  • Constantly seeks for internal and external feedback to make sure Customer Success delivers services that suit customer
  • Teaches others design thinking skills and works with cross-functional teams to ensure processes are
  • May drive the customer experience narrative for market in market and customer success monthly business Keeping a pulse on VoC and VoE
  • Works with cross-functional teams and other leaders across Intuit to ensure market research and VoC insights are considered when proposing new customer experience and requirements

Deliverables may include:

  • Service Recovery / Multi-channel Outreach Strategy, NLAC CS Capabilities
  • Bi-weekly and/or monthly share outs to executive staff
  • Roadmap, planning FOLIOs, Planning Quarterly up to an entire year
  • Works on projects of high complexity
  • Independently establishes strategy and execution plan for personal deliverables
  • Makes decisions that primarily impact personal, team and market deliverables
  • Navigates and drives in-market cross functional teams to deliver CXM outcomes (applies to CXM teams in international markets in SBSEG)
Gleb at work
Gleb Intuit employee
"When I encounter a technical problem, I feel driven to find a solution that is simple, human, and easy to understand."
Morag at work
Morag Intuit employee
"It’s important to always strive for improvement, even if you’re already in a good place."
Alexandria at work
Alexandria Intuit employee
"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."
Emily at work
Emily Intuit employee
"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."
Troy at work
Troy Intuit employee
"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."
Photo of Natalie
Natalie Intuit employee
"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."
Conrad at work
Conrad Intuit employee
"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."
Joylyn at work
Joylyn Intuit employee
"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."
Conrad at work
Conrad Intuit employee
"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."
Alexandria at work
Alexandria Intuit employee
"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."
Emily at work
Emily Intuit employee
"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."
Troy at work
Troy Intuit employee
"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."
Photo of Natalie
Natalie Intuit employee
"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."
Emily at work
Emily Intuit employee
"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."
Heather at work
Heather Intuit employee
"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."
Alexandria at work
Alexandria Intuit employee
"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."
Troy at work
Troy Intuit employee
"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."
Jake at work
Jake Intuit employee
"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."
Alexandria at work
Alexandria Intuit employee
"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."
Emily at work
Emily Intuit employee
"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."
Breaunna at work
Breaunna Intuit employee
"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."
Chelsia at work
Chelsia Intuit employee
"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."
Troy at work
Troy Intuit employee
"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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