Staff Customer Experience Professional

Job Overview

Come join the Global Business Solutions Group (GBSG) Customer Experience Growth & Retention team as a Senior Customer Experience Manager, responsible for building and managing service experiences for our QuickBooks Business Tax offerings.

We are looking for a customer obsessed leader to create new experiences and solutions that will address customer needs for business taxes.  This leader will help identify and validate new expert-led experiences and help build new offerings to drive growth as we expand our portfolio for Intuit expert services. You will partner with other functions including Product Management, Marketing, Sales, Expert Network Platform, Product Development, Service Design and Analytics to ensure we deliver world-class experiences for our customers through deep customer insights and hypothesis-driven experimentation and innovation.

Responsibilities

• Establish an end-to end service experience strategy for QuickBooks Live offerings as they relate to Business Tax Services 
• Develop deep understanding of small business and mid-market needs for tax compliance jobs, and turn those insights into a compelling vision to create solutions that solve their needs
• Quantify the delivery of benefit and our service performance at every step of the customer journey, constantly maintaining a set of game-changing priorities to improve both the customer experience and the expert experience
• Work with analytics partners to understand what drives benefit to customers, as measured by retention, and optimize the delivery of these benefits
• Partner with leadership and internal partners to understand business pipelines and challenges, and ensure the roadmap is addressing and enabling priorities that drive growth
• Connect the dots, understand interdependencies, effectively identify roadblocks and work to remove them

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is Bay Area California $160000 - 216500, Southern California $150000 - 202500. 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.

Qualifications

• BA/BS required or equivalent work experience, MBA strongly preferred
• 8-10 years of Customer Experience and Service Strategy, and/or Product Management experience for service oriented offerings.
• Superior strategic and analytical skills with ability to draw key insights and develop clear recommendations
• Robust analytical and problem-solving skills with clear examples of using data actively for customer insights, measurement, ROI analysis and recommendations.
• Proactive, action oriented and result driven with the ability to thrive in a highly matrixed company structure, including rolling-up sleeves and leading by example at both strategic and tactical levels.
• Superior communication and presentation skills, including the ability to communicate complex issues simply and convincingly to drive fast decisions.
• Track record of having the capacity to handle highly complex initiatives, with ability to prioritize across multiple workstreams
• Experience with accounting, bookkeeping and/or tax preparation a plus