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Job Details

2021-21064 -

Experience Management Transformation Specialist

Location(s): Sydney, Australia
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Intuit is a global technology platform that helps our customers and communities overcome their most important financial challenges. We help give over 50 million consumer, small business, and self-employed customers around the world the opportunity to prosper.

Overview

Intuit is a mission-driven, global financial platform company that gives everyone the opportunity to prosper. With products like TurboTax, QuickBooks and Mint, we’re using technology to build solutions to challenging financial problems for millions of people around the world.

Customer Success delivers award winning post sales support experiences to small business owners, accountants and self-employed individuals using our products: QuickBooks Online, QuickBooks Accountant, QuickBooks Self-Employed and tSheets. We do this by being effective and efficient, eliminating customer friction, expanding our value to the business and driving experience management outcomes.

Joining the Customer Success team as Customer Experience Transformation Expert will see you collaborating across the Australian business delivering Australian led initiatives.

You will use your customer obsessed and data backed mindset to approach customer and business problems with speed. On a typical day you are optimising processes and interactions, building CX capability while driving local and International CX programs. You design programs and run experiments backed by real customer and employee insights to aid customers through digital and assisted experiences that result in increased retention and indirect revenue generation.

What you'll bring

 

  • Analytical and ability to tell a story through the use of data while identifying trends and opportunities.
  • Deep Customer Empathy and a passion for continuously engaging with customers in order to best understand and serve them
  • Understanding of research techniques both qualitative AND quantitative to form insights
  • Excellent verbal and written communication skills that allow you to engage professionally, respectfully and clearly with others
  • Project management and stakeholder relationship skills
  • Change Leader who is able to drive change and influence for critical thinking
  • Continuous Improvement mindset where good is never good enough and the desire to raise the bar is a reason to come to work each day
  • Move with speed to test assumptions and deliver outcomes quickly
  • Results oriented, while respecting people and maintaining integrity without compromise

 

Experience

 

  • Experience engaging with customers in a support environment and an appreciation for our customers experiences and assisted customer support team members roles
  • Understanding of a customer support operations
  • Experience partnering with Marketing, Sales and Product teams in a CX capacity
  • Experience in continuous improvement initiatives and change management models and frameworks
  • Experience in usinsing Customer Experience platforms, tools and techniques - Qualtrics experience desirable
  • Deep customer empathy and experience with journey mapping and persona development
  • Experience of engaging team members and peers to drive outcomes with accountability
  • Experience will roling our new technologies and processes to support the delivery of experience management
  • Excellent communication and presentation skills; ability to communicate technical and business requirements
  • Experience working in a software company or environment with an appreciation on how software changes are delivered in an Agile software development environment 
  • Accounting qualification or understanding is desirable but not necessary
  • Ability to identify trends and opportunities based o incomplete/limited/unstructured customer data.

How you will lead

 

 

  • Leads with an experience management lens to drive sustainable and remarkable service interactions, product experiences and Customer Success brand alignment
  • Define and deliver local Customer Experience experiments around the moments that matter most surfaced through an experience management platform and customer experience network
  • Identify opportunities for continuous process improvements across Customer Success that drives speed and quality while growing the customer service proposition.
  • Partners with International Customer Experience Program leaders and local Insights Analysts to leverage learnings and share best practices
  • Drives the development of customer journey maps and personas
  • Facilitates the customer experience network to surface insights across the market and drive change that is backed by data and experience.
  • Consults on all efficiency plays to ensure our efforts to be more efficient is not at the expense of customer and employee experience
  • Champion Customer Success in emerging product/process issues to drive a rapid, coordinated response across product management, marketing and support
  • Lead with with a design thinking mindset being a catalyst for Intuit's Customer Driven Innovation and Design for Delight approach
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"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
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"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
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Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
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Natalie Intuit employee
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
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Conrad Intuit employee
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
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Joylyn Intuit employee
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Conrad at work
Conrad Intuit employee
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
Alexandria at work
Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Emily at work
Emily Intuit employee
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
Troy at work
Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Photo of Natalie
Natalie Intuit employee
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
Emily at work
Emily Intuit employee
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
Heather at work
Heather Intuit employee
"By feeding our customers' data through machine learning algorithms, we uncover valuable insights that empower millions of customers to feel more confident about their financial future."
Alexandria at work
Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Troy at work
Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Jake at work
Jake Intuit employee
"We use the latest Native frameworks for iOS and Android to deliver a truly delightful mobile-first experience for our customers. I love that we're enabling millions of customers to improve their financial health, all under a world-class mobile experience."
Alexandria at work
Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Emily at work
Emily Intuit employee
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
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Breaunna Intuit employee
"It's a great feeling knowing that when you push out a new feature or fix, our customers notice it and really love the work that we do! Here at Intuit, not only do we have the freedom to work with the newest technologies, but we value solving challenging financial problems for our customers above everything else."
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Chelsia Intuit employee
"One of my favorite aspects of this role is that my work is helping small business owners achieve their business goals by solving complex financial problems. It's gratifying to know that the work that I'm doing directly impacts consumers and makes their lives easier so that they can focus their energy on growing their business."
Troy at work
Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Carl at work
Carl Intuit employee
"I know that as a product manager at Intuit, my impact matters. Our products support millions of small businesses and individuals around the globe with their finances, delivering more money and fueling the success of real people."

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