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Job Details
2024-53399 -

Director, Consumer Group Customer Experience

Location(s): San Diego, California
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Company Overview

Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, 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

As the Director of the Consumer Group Core Experiences and Customer Experience Management team, this role will be responsible for building and leading a customer experience ‘practice’ to drive innovation in the way that the company works, serves its customers, and builds its offerings, both across the Consumer Group and Intuit. This Director role will be pivotal in the ongoing transformation of the role Customer Success plays in experience excellence and the proactive development of end-to-end experiences to eliminate customer friction points in service to growth and retention, and will accelerate the Customer Success brand of an organizational strategic enabler versus a cost center.

This Director will report to the VP of Consumer Group Customer Success and will partner closely with Product Management, Design, and Engineering to create customer-centric designs that simplify complex processes and ensure that the customer journey is clear and intuitive, evangelizing a deep understanding of the voice of the customer. By eliminating customer friction points, we can ensure that our customers are satisfied and more likely to continue to use and recommend our products.

Additionally, this role will be critical to designing key customer success experiences that are seamless across TurboTax and Credit Karma offerings. The Director will collaborate with cross-functional stakeholders to create a unified experience that delights customers and drives adoption of our products and services.

To succeed in this role, the ideal candidate should have experience working in a consumer-focused environment with a background in driving customer experience improvements and creating a culture of customer empathy within an organization. This position also requires strong leadership, communication, and analytical skills, as well as the ability to motivate, manage, and develop high-performing teams.

The ideal candidate is passionate about improving the customer experience, has a ‘roll up your sleeves’ mentality, and can operate in a fast-paced, constantly-evolving environment. If you are energized by creating innovative solutions and driving results in a highly collaborative and customer-focused environment, this role may be the right fit for you.

Qualifications

A critical element of this role will be to create a well-integrated and highly effective team, partnering across multiple teams and functions. The ideal candidate will foster an engaged workforce through frequent communication, goal setting, performance management and creating a positive environment of trust, transparency and clear expectations. In addition, the ideal candidate is a:

  • Team Builder: Substantial senior leadership experience mentoring high-performing and high-engagement teams. Ability to coach and train teams and the organization about problem-solving and the importance of curiosity.
  • Boundaryless Leader: Has cross-functional experience influencing and partnering with different functions. Can create alliances across the organization to ensure strategic and systemic solutions are backed by data
  • Strategic Thinker: Defines the overall strategy for business growth, leveraging external expertise and data to ensure best practices and trends are applied.
  • Product Management & Experience Design Expert: Customer champion with a design mindset and demonstrated strengths in product management or experience design, particularly with online experiences
  • Business Leader: Proven ability to deliver programs that accelerate organizational growth objectives, with a strong understanding of developing clear, compelling business cases that support prioritization of work
  • Customer Service & Support Expert: Experience managing or working with customer support organizations and operations, including via BPO
  • Change Leader: Experience managing complex system and organizational change initiatives in dynamic work environments
  • Communicator: Excellent communication skills, including the ability to articulate complex issues simply

Responsibilities

This role will involve the following key areas:

  • Build and execute a vision for a seamless, transparent and frictionless customer experiences that is aligned with our segment growth strategy, along with business goals to support
  • Develop the Customer Experience practice within the organization to lead the elimination of pain points/friction and optimize customer experiences. This includes aggregating quantitative and qualitative insights and collaborating with other teams to enhance products, policies, and communication.Partner with customer-facing teams to identify, synthesize and prioritize VOC and VOE data, creating data-backed business cases for change that show clear employee, customer, and shareholder impacts
  • Create customer measurement dashboards integrated into our CX planning process to ensure data-backed decisions are made for brand, price, product, and service improvements
  • Partner with Intuit Customer Success Teams to improve end-to-end customer journeys and datasets
  • Incorporate evolving industry trends and best practices

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is Southern California $222,500 - 301,500. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing pay equity for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.

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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