Senior Customer Experience Professional

Job Overview

Intuit is a mission-driven, global financial platform company that gives everyone the opportunity to prosper. We build solutions to challenging financial problems for millions of people around the world.

The Customer Success team delivers award winning service and support experiences to accountants and small business owners using our products: QuickBooks Online, QuickBooks Accountant, QuickBooks Self-Employed and QuickBooks Time.

Joining the Customer Success organization as an Sr. Customer Experience Specialist, you have the opportunity to work across the GBSG business to enable the end to end support experiences across all human contact channels (digital and assisted human). You will assist in choreographing processes, technologies, and interactions to inspire customer confidence.

Your core daily responsibilities will enable you to ensure strong quality assurance and control of expert delivered assisted support. You will be empowered to drive plans to improve experiences across the business to deliver customer and expert benefits. Additionally, your contributions to stabilizing customer experiences through data driven recommendations to business partners will be key to continuous improvement .

You will be an intrical partner within the Customer Success ecosystem which includes Customer experience management, Customer Support, and Customer Operations. You will also work with key stakeholders across Marketing, Sales and Product to deliver on key customer outcomes.

Your impact will be measured by the effectiveness of our customer experience, delivery against performance indicators that measure experience, and ensure strong quality assurance and adherence to be delivered through our expert experiences.

Responsibilities

Design operational management system to monitor business health - Develop the management system to build structure and rigor in monitoring business health by various dimensions (i.e. customer segments, expert personas, revenue and cost)

• Responsible for investigating, and analyzing numerous problems that are difficult and complex, and typically require consideration, prior experience and analysis of multiple issues

Monitoring critical KPIs E2E to drive overall performance through accountable teams (ie BU KPIs = TNPS, Issue Resolution, Revenue, Retention, Lead Pass)

• Uses data effectively to get buy-in and resolve operational decisions

Design Business Continuity Readiness Playbook for all Human Assisted Offering -Create and design playbooks/resolution workflows to address disruption in customer experiences (Business Continuity Planning, Customer segment prioritization, business parameters/thresholds for exercising defcon levers)

• Explains and gains cooperation and agreement from their team relating to policies, practices and procedures

Driving cross- functional efforts to optimize customer and expert experiences in Human Assisted Offerings (i.e. proactive outreach service design to the customer based on VOC or KPI signal, hypothesis driven experimentation on existing offerings)

• Responsible for identifying improvements of processes, tools and systems that will solve problems that may impact other functions

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