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Job Details

2020-15839 -

Customer Experience Program Efficiencies Expert

Location(s): Paris, France
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Intuit is a mission-driven, global financial platform company that gives everyone the opportunity to prosper. With products like TurboTax, QuickBooks and Mint, we’re using technology to build solutions to challenging financial problems for millions of people around the world.

Overview

Join the Intuit Customer Success team as a CX professional to help us be known for the best customer support in our field . We support small businesses, accountants, and self-employed individuals in (add your geo). We’re looking to grow our team of talented individuals to help optimise the support experience and help us ensure that we do this in the best way possible. As a Customer Experience Efficiency Team Member, you’ll be pivotal in ensuring that we deliver awesome product and service experiences for our customers using our online suite of products in the most optimal way for our customers and the business. The Customer Success team provides customer support for the QuickBooks Online, QuickBooks Desktop, and QuickBooks Self-Employed software for accountants, small business owners, and self-employed individuals in France. The CX Efficiency roles in our teams will take their innovative mind-set and enthusiasm and add it to their strong analytical and problem solving capabilities to drive change in what we do. They lead and deliver on all of our local efficiency programs to ensure that we balance the needs of our customers, employees and the shareholder. Working with the local product teams they'll partner to ensure that we make data backed decisions to remove customer pain and ‘bad’ customer contacts from the business using our VOC data sources. These team members design long-term programs to deeply aid customers through digital features and content, operational improvements and product refinement. The ideal candidate will be an empathetic, Customer Centric, approachable team player with a fast-learning, strategic and forward-thinking mind-set.

What you'll bring

  • Proven experience and a passion for customer experience improvement including operational excellence
  • Strategic thinker with proven experience of building and owning a yearlong strategy, including setting targets and designing strategy to achieve those targets
  • Experience of engaging team members and peers to drive clearly defined programs of work with defined measures of success
  • Customer-facing experience - an appreciation for our customers experiences and assisted customer support team members roles in delivering these
  • Excellent communication and presentation skills; ability to communicate technical and business requirements, business cases and other findings across organizational levels
  • Experience working across multiple countries and regions or in an international role will be an added advantage
  • Demonstrated ability and self-motivation to excel within an environment of continuous change.
  • Fast learner with the demonstrated ability to manage multiple priorities in a fast-paced environment
  • Results oriented, while respecting people and maintaining integrity without compromise
  • Previous experience in customer service, accounting or financial services experience would be an advantage

How you will lead

  • Define, lead and execute local efficiency experiments to deliver cost efficiencies whilst driving up experience measures.
  • Lead CX Efficiency in country work, prioritisation and build strategies to ensure country growth and evolution in the customer service proposition.
  • Partners with International CX leaders to minimise POC and allow focus in the region. Whilst acting as part of the Horizontal Community to ensure that global learning and priorities are aligned
  • Delivers on local initiatives through strong partnership with Assisted Customer Support Teams to collect data, pilot experiments and drive value into the business
  • Measure, analyse and report on VOC insights (Voice Of Customer), customer engagement, operational and program metrics, sharing insights and partner with relevant groups on opportunities and problems identified in this channel.
  • Accountable for the local plans and delivery against operational and experience metrics defined for the region
  • Leads data analysis of key drivers and synthesises data for the country – will form part of a community with the CX Program lead to ensure Global learnings and priorities are aligned.
  • Works with local product teams to remove customer pain and ‘bad’ contact volume.
  • Partner with the CX Transformation Team members to build data backed business cases for change - product, process, system and people
  • Builds and maintains valid business cases and a robust local customer pain points backlog where required. Grows the data set and case for change.
  • Partners with the international community of peers to create and maintain the International Product VOC roadmap
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