Staff Customer Experience Professional, Onboarding Product & Service Strategy (Workforce Solutions)

Job Overview

Come join the Global Business Solutions Group (GBSG) Customer Experience Growth & Retention team as the Staff Customer Experience Professional, responsible for product onboarding strategies and ecosystem growth opportunities.

We are looking for a customer-obsessed leader to optimize existing customer onboarding experiences and create new ones that will use the power of our ecosystem of products and expert-based services to drive growth and customer retention. This leader will help build onboarding experiences to help our various customer segments utilize their QuickBooks Online products to its greatest potential. You will partner with other functions including Marketing, Customer Success, Sales, Expert Network Platform, Product Management, PD, Design and Analytics to ensure we deliver the best experience for our customers as they get started with their QuickBooks products through deep customer insights and hypothesis-driven experimentation and innovation.

Responsibilities

• Continuously build deep empathy and understanding of our customers and their struggles as they get started with our portfolio of products, and find solutions to help solve their biggest needs.
• Develop and use customer segmentation to deliver innovative and personalized service experiences, translating deep customer insights into innovative, bold strategies that deliver retention, customer growth and revenue growth.
• Drive new business growth opportunities leveraging onboarding services to drive ongoing growth and retention.
• Conduct research and in-market experiments to deliver data-backed recommendations for net new onboarding experiences using our portfolio of product and bookkeeping experts.
• Design personalized service experiences, backed by data and in-depth research, leveraging AI/ ML-driven targeted interventions.
• Find new ways to leverage the services provided by our product and customer support/bookkeepers to create an onboarding experience with healthy economics, optimizing the labor model and increasing overall revenue for the business.
• Understand the pain points and needs of our experts to deliver a two-way experience that drives a great experience for the experts who deliver for our customers.
• Partner with Product, Research, Design, Marketing, Finance and Data teams in a highly matrixed organization to innovate and A/B test new customer experiences and influence the product/service roadmap.
• Actively analyze business and test data to generate insights and make informed decisions that drive business results.

Qualifications

• 8-10 years of Product Marketing, Product or CX strategy experience, including leading in a highly matrixed, cross-functional and fast-moving environment, developing product/service experiences and driving revenue & customer growth
• Strong acumen in understanding customer behavior with experience in consumer segmentation and using design thinking and scientific methodologies to inform decision making; A/B testing experience is a mandatory
• 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)
• Customer Service & Support Expert: Demonstrated strength managing or working with customer support organizations and operations (direct or via BPO)
• Excellent verbal, written, and interpersonal communication skills
• Have the ability to roll-up sleeves and lead by example at both strategic and tactical levels
• BA/BS required, MBA strongly preferred or equivalent work experience