Senior Customer Experience Researcher

Job Overview

The Customer Success team delivers award winning service and support experiences to small business owners and accountants using our products, including QuickBooks Online, QuickBooks Advanced, QuickBooks Online Accountant, and QuickBooks Payroll.

Joining the CXM Team under the Customer Success team as our Senior Customer Experience Designer, you will lead the design and execution of compelling and creative experiences that strike a balance between meeting the customers’ needs and driving our business outcomes.

You will fuel the success of our customers around the world, by driving a frictionless experience with our products and service offerings, through the testing and implementation of solutions that address key customer problems and grows the customer base.. You will also partner with stakeholders from across the business (Marketing, Sales, Partnerships, Product), and influence service offerings, product roadmaps and marketing initiatives to inspire confidence with every customer at every memorable moment.

The role will design experiences and create artefacts such as journey maps and service blueprints that drive uplift to retention across our platform to enhance the customer experience, solve business opportunities, improve business metrics, and increase customer engagement. You will provide expertise and guidance to improve customer experiences across our end-to-end experience touchpoints, to achieve designed business outcomes, such as customer retention, churn reduction, increasing loyalty and revenue growth.

Responsibilities

• Execute a customer experience activities and strategy that aligns with the Go to Market and Customer Success strategic priorities across APAC
• Partner effectively and build trust with your peer group across the business (Marketing, Sales, Partnership, Product and Customer Success)
• Design transformational service offerings, leveraging data, research, and industry best practices to design and execute impactful initiatives
• Apply creativity and design thinking to come up with new service offerings to address customer feedback, and achieve company outcomes
• Design personalised and customer-centric journeys that enhance brand loyalty, drive customer satisfaction, and improve overall business performance
• Develop and drive well formed experiments using design thinking methods that address customer pain across our service offerings and our product
• Collaborate across customer success with clear expectations to align customer experience efforts with business goals and objectives
• Design and implement customer service standards and guidelines to ensure consistent and exceptional service delivery to build customer relations
• Analyse customer feedback, survey results, operational and research data to identify customer pain points and define action plans to address experience gaps
• Advocate and educate peers on customer-centric approaches and best practices to foster a customer-focused culture throughout the organisation
• Monitor customer and operational KPIs / standards related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders

Qualifications

• 5+ years of experience in customer service, customer experience management, or a related field
• 3+ years of experience managing voice of the customer programs
• Proven customer experience design and implementation in developed and emerging markets across international markets.
• Advanced knowledge on quantitative or qualitative research methodologies
• Ability to use data to support and drive decision
• Expertise with customer-centric support and service design approaches – including design thinking, journey mapping, experimentation and interaction
• Proficiency in using customer experience tools and software such as customer feedback management systems, CRM platforms, and data analytics software
• Certifications in customer experience, such as Certified Customer Experience Professional (CCXP), are advantageous to show a commitment to the field and continuous learning
• Proven experience in implementing CX initiatives, managing process and organisational