Senior Customer Experience Professional

Job Overview

Craft comprehensive service delivery designs that involve creating, conceptualizing, and documenting end-to-end support and service models. This includes outlining the characteristics of expert personas and labor models, ensuring optimal outcomes for customers by minimizing barriers and maximizing benefits. Additionally, design and define the end-to-end operational framework, processes, standards, and metrics for a successful experiences, while maintaining consistent and efficient outcomes at scale for the business.

Responsibilities

• Assists in the research to develop customer experience strategies that align with business objectives.
• Shows curiosity to learn the relevant Intuit and competitor product suite and service offerings.
• Assists in researching insight from industry best practices.

Strategic Thinking:

• Translates business strategy into well-defined customer experience strategies and programmatic efforts
• Understands Intuit’s competitive landscape, products, and service offerings to drive differentiated CX strategies
• Brings outside in perspective to benchmark against best-in-class customer experience practices

Customer Insights & Understanding:

• Displays a natural curiosity to understand customer behaviors, objectives and trends
• Collects data points from various listening posts - such as Voice of the Customer, Partner, Expert and Employee - across the end to end customer journey
• Synthesizes customer needs, delighters and pain points, using quantitative and qualitative data - to form meaningful insights

Drives Action Through StoryTelling:

• Crafts compelling stories that resonate with audiences, linking CX improvements directly to operational and business results
• Communicates actionable recommendations that inform the development of initiatives to address customer needs
• Facilitates collaboration amongst cross-functional teams to drive action that solves critical customer experience needs

Qualifications

• Minimum of 5 years in Customer Experience, including leading in a highly matrixed, cross-functional, and fast-moving environment, developing product/service experiences, and driving revenue & customer growth
• Organizationally savvy, with good interpersonal effectiveness, influence, and ability to get things done through both formal and informal means. Exceptional ability to collaborate, influence, mobilize and energize key stakeholders and complex cross-functional teams to implement creative, innovative, best in class solutions
• Must have a strong presence and be a compelling communicator across all levels of the organization to win hearts and minds. Good listener and problem solver; solutions oriented and great at simplifying complex topics. Knows when to dive deep, and when to stay at a higher level. Must have a very strong pulse on the metrics driving the business
• Customer champion with a design mindset and demonstrated strengths in product management or experience design. Have led the creation of service experiences (from concept through production)
• Robust analytical and problem-solving skills with clear examples of using data actively for customer insights, measurement, ROI analysis and recommendations
• Strong acumen in understanding customer behavior and using design thinking and scientific methodologies to inform decision making. Clearly exhibits a systems thinking mindset, and can apply the appropriate framework at the right time, or create a new one as needed