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Job Details

2020-15785 -

Digital Delivery Lead - France

Location(s): Paris, France
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Join our mission

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 Social and Community Experience Lead supporting 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 lead our customers to success. 

As a Digital Delivery Lead, you’ll be pivotal in delivering an awesome product and service experience for customers using our online suite of products.

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 (add your geo). 

What you'll bring

  • Proven experience and a passion for digital customer care including experience
  • Strategic thinker with proven experience of building and owning a yearlong strategy, including setting targets and designing strategy to achieve those targets
  • Customer-facing writing skills: Able to write in a clear, explanatory and customer-focused manner, with a demonstrated strong command over the English language
  • Experience of engaging customers using new digital technologies, platforms, listening programs and tracking/analytics
  • 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 across multiple regions in a fast-paced environment
  • Experience with Salesforce and social media management tools such as Lithium will be an added advantage
  • Empathetic, friendly, approachable, and a team player with a learning and forward-thinking mind-set
  • Proven ability to use MS Office applications, in particular Excel and PowerPoint.
  • Results oriented, while respecting people and maintaining integrity without compromise
  • Previous experience in customer service, accounting or financial services experience would be an advantage
  • Degree or equivalent relevant experience a plus
  • Some UK travel and International travel may be required

 

Learn more about our award-winning workplace and how we give back to our local and global communities. Discover what it is like to be part of a team that rewards taking risks and trying new things. How far can you think?

 

What we offer you

 

 

To fulfil our promise of an amazing workplace we offer a highly competitive benefits package, along with a competitive salary.

You will work in one of the hottest FinTech start-ups in Paris who is growing exponentially. Our subsidiary is experiencing exponential growth in a market that is still under-exploited. We are looking for people who want to work in a typical start-up universe where agility, speed and risk taking are part of our daily life. At our centrally located office (metro Opera), you’ll often find the team playing Babyfoot, throwing darts, or feeding the office fish named after our founder and former CEO.  We also have team building events such as offsites, volunteering events, as well as office-wide events like wellness week, weekly group fitness activities in the Tuileries and of course an annual holiday party.

 

Our culture prioritizes learning with everyone having full access to Udemy, Safari Books Online, and other online learning sites. We celebrate ‘whitespace time’, giving each employee 10% of their time to work on solving whatever customer or employee problems they would like.  

Intuit has a culture of bringing your whole self to work, and during the interview process we’d love to get to know you. We love to celebrate diversity and we want everyone who is interested in being a part of this amazing company to apply.  We look forward to talking soon!

Intuit is proud to be an equal opportunity and affirmative action employer. We make employment decisions without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability status, pregnancy, or any other basis protected by federal, state or local law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please talk with your recruiter or send a request to TalentAcquisition@intuit.com. For more information, please read our EEO policy.

© 2020 Intuit Inc. All rights reserved.

How you will lead

The Digital Delivery Lead will take their innovative mind-set and enthusiasm and add it to their strong analytical and problem-solving capabilities. Using the latest in emerging technologies like AI, Machine Learning and chat bots, this individual will design long-term programs to deeply aid customers through digital features and content. The ideal candidate will be an empathetic, customer-centric, approachable team player with a fast-learning, strategic and forward-thinking mind-set.

 

  • Build and own the digital customer experience strategy for French Market, which includes strategies for Self Help, Community and Social
  • Work closely with program managers, Product management, Marketing and partner agents across various time zones to build, execute and roll out effective digital strategies in favour of improving QuickBooks customers’ product experience
  • Build out educational and effective Self-Help content plans to drive visible improvement in important key performance indicators
  • Build, moderate and nurture customer Communities to drive learning and peer-to-peer interaction amongst customers.
  • Social and Community moderation, coaching and monitoring (with partners/agents) to ensure high quality of answers provided
  • Social monitoring and proactive/editorial engagement (with internal and external partners)
  • Build and nurture Community Champion programs in each region and promote overall community health/engagement
  • Monitor and listen on social channels (Facebook, Twitter) while thinking about how to use those channels to improve customer experience. Measure, analyse and report on customer engagement metrics pertaining to Self Help, Community and Social, sharing insights and partnering with relevant groups on opportunities and problems identified in these channels
  • Design experiments and use data to create innovative initiatives that will solve important customer problems and improve the customer experience
  • Create mitigation plans through social platforms for customer problems that cannot be otherwise addressed
  • Manage emerging product issues and escalations and drive a rapid, coordinated response across product management, marketing and support
  • Customer-focused, with a passion for delivering the best possible customer experience
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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."
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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."
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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."
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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."
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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."
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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
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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."
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Breaunna Intuit employee
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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."
Carl at work
Carl Intuit employee
"I know that as a product manager at Intuit, my impact matters. Our products support millions of small businesses and individuals around the globe with their finances, delivering more money and fueling the success of real people."

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