Manager 2, Customer Experience

Job Overview

The Small Business & Self Employed Group (“SBSEG”) is Intuit’s largest business unit with $5B+ in revenue. We power prosperity for millions of customers worldwide with the QuickBooks ecosystem of accounting, payments, payroll, customer engagement and marketing automation, lending, e-commerce, and time tracking solutions. We are on a journey to build an innovative, end-to-end customer growth platform for small and mid-market businesses, allowing them to get their business online, market their business, manage customer relationships, benefit from insights and analytics, get paid, access capital, pay employees, optimize cash flow, be organized, and stay compliant, with experts at their fingertips.

We are seeking an exceptional Senior Manager of Customer Experience (Money Portfolio) who thrives on changing the status quo and is laser-focused on making every experience simple, easy, and intuitive for our customers. We champion world-class customer experiences to power prosperity for our customers. Do you desire a job that fills you with a sense of meaning and purpose? Come join the SBSEG Customer Success Team as a Customer Experience Leader. We are developing Intuit QuickBooks offerings through innovation and deep customer empathy. 

This role reports to the SBSEG Customer Experience Group Manager for SMB Online Services (Workforce Solutions and Money portfolios).  This role can be based out of one of the following office locations: Mountain View, CA; San Diego, CA; or Tucson, AZ.

Responsibilities

People manager

• Build, manage and coach a high-performing team of Customer Experience leaders (CX Leads and Sr. Leads) to grow their careers and deliver outstanding customer/business results
• Develop the CX team into world-class thought leaders, implementing industry best practices and innovating in the CX craft to support the organizational strategy for customer success
• Manage team priorities, work quality, and escalate when needed to engage/align leaders without direct authority to deliver on Intuit’s strategy

Understand the Customer Needs

• Lead, organize, and scale the Customer Experience practice within your group/segment. The team will be accountable for our Voice of Customer (VOC) Feedback Loop: Leading the elimination of pain points/friction and optimizing our customer. This includes aggregating quantitative and qualitative insights and collaborating with cross-functional partners to build, fix, and enhance our products, policies, and communication.
• Experience design and advocacy - has an end-to-end mindset, understands customer behavior and needs, can develop personas and journey maps, defines ‘as is’ and ‘to be’ processes and journeys, acts as a product and services champion
• Conduct research to identify customer pain points and drives experiments to develop hypotheses and propose successful solutions
• Champion a true curiosity for customer behavior by networking internally and externally to understand their needs from a broader perspective
• Build end to end customer journeys and data sets to drive systemic and customer level improvements
• Frequently demonstrates a deep understanding of the customer and employee journey
• Introduces unique and innovative design solutions to eliminate friction and introduce delight throughout our product & expert experiences that deliver customer/business outcomes

Advocates for customers and creates exceptional customer experiences

• Leverages data and network to analyze the customer and expert experience from a cross-functional perspective and influence teams to deliver solutions that will have measurable customer and business impact
• Lead and partner in programs and sprints to conceptualize, design and operationalize exceptional employee and customer experiences that deliver our True North Goals
• Fosters a culture of customer understanding and advocacy for our products and services
• Teaches others how to identify customer behavior and market trends that can impact the way our products and services operate to prevent possible risks and capitalize on opportunities

Champions data-backed storytelling

• Data backed story telling - connects data points to form actionable insights, leverages quantitative and qualitative research, is a customer advocate in every situation, is an expert with operational data, links experience back to business results
• Have an advanced understanding of the Voice of the Customer and Employee and is able to translate that into our commercial success
• Consistently applies market research and Voice of the Customer insights to strategize and resolve barriers when defining target state customer experiences and defining requirements
• Evaluate dashboard data reports to identify trends and insights related to data and effectively communicate to stakeholders

Operational Excellence & Change Leadership:

• Build and support teams to identify, synthesize and prioritize Voice of the Customer and Employee data, building business cases for change that will show clear employee, customer, and shareholder impacts
• Partner with peers across the organization to build and maintain a wide range of operational processes, data quality, reporting, technology infrastructure, and more
• Build and improve CX processes, tools, technology, deliverables and engagement methods to deliver improved CX impact for our customer
• Own/lead the development of customer experience measurement dashboards and reporting that weave into the global CX planning process to ensure data-backed decisions are made
• Role model change management best practices, managing stakeholder engagement by communicating a change vision and helping execute successful transformation change

Strategic thinking and influential business partner

• Strategic thinking - deconstruct problems to solve for the short term and long term, uses proven frameworks, priorities the work that matters most, understands the competitive landscape, brings an outside in perspective
• Serve as a Point of Contact to business leaders for all things related to E2E customer experiences and is the customer champion to address opportunities and friction points /gaps
• Be the thought leader and define engaging customer experiences
• Drive and execute the vision for Customer Experience excellence that is aligned to our strategic customer segments’ expectations and goals, for seamless, transparent, and frictionless experiences that sustain customer and business growth
• Communicate recommended actions to identified areas of opportunity and customer friction/gaps with cross-functional partners
• Gather & Develop Customer Insights from various listening posts and weave together with analytics, and often disparate data, to tell a compelling story that inspires impactful business outcomes
• Stay close to the customer and industry trends on QuickBooks and connected ecosystem to bring unique differentiation to the business and customer experiences
• Utilizes diverse methodologies to solve difficult problems and leverages expertise and credibility to create alliances that will ease implementation of solutions

Qualifications

• 7-10+ years of Customer and/or Product Management Experience, including leading in a highly matrixed, cross-functional, and fast-moving environment, developing product/service experiences, and driving revenue & customer growth
• 3-5+ years as a people manager who can recruit, motivate, coach, and lead a team of CX experts while providing boundaryless thought leadership and influence to drive both customer impact and business results
• Robust analytical and problem-solving skills with clear examples of using data actively for customer insights, measurement, ROI analysis and recommendations
• Customer champion with a design mindset and demonstrated strengths in product management or experience design (ideally with SaaS, Self-Help, or CRM environment). Have led the creation of online experiences (from concept through production)
• Self-motivated and willing to proactively take on leadership roles in programs and projects
• Ability to roll-up sleeves and lead by example at both strategic and tactical levels
• Effective communicator & influential storyteller who can deliver a solid end to end story with data; ability to tailor content for audience levels and channels
• Well-rounded interpersonal skills with the capacity to build relationships with senior stakeholders and collaborate/influence team members at varying levels of leadership
• Ability to work in a highly collaborative environment; influence without authority to drive results
• Demonstrated ability to operate independently and interact frequently with senior management to help influence strategic direction
• Seen as a role model for change management best practices, managing stakeholder engagement by communicating a change vision that supports a successful transformation
• BA/BS required or equivalent work experience; MBA strongly preferred