Senior Manager, Customer Experience, Canada

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 Customer Success team as our Customer Experience Leader, you will lead the design and execution of compelling and creative experiences that strike a balance between meeting the customers’ requirements and our business needs.

You will fuel the success of our customers by driving a frictionless experience with our products and support experiences through the testing and implementation of innovative ideas and experiments. You will also partner with stakeholders from across the business, and influence product roadmaps and marketing initiatives to align with customer needs.

The role will lead a team that conducts activities such as analysis of feedback and data, journey mapping, action planning, improving business metrics, and increasing customer loyalty. You will provide expertise and guidance to improve customer experiences across all touchpoints, to achieve business outcomes.

Responsibilities

• Develop and execute a customer experience strategy that aligns with the organisation’s strategic priorities and values
• Analyse customer feedback, survey results, and operational data to identify customer pain points and define action plans to address experience gaps
• Apply creativity and design thinking to come up with new service offerings to address customer feedback, and achieve company goals
• Lead and manage customer experience transformation projects, leveraging data, research, and industry best practices to design and execute impactful initiatives e.g. closed loop feedback programme
• Design personalised and customer-centric journeys that enhance brand loyalty, drive customer satisfaction, and improve overall business performance
• Evaluate and recommend CX technologies, tools, and platforms to enhance customer interactions and drive operational efficiencies
• Collaborate across customer success as well as with cross-functional teams, such as marketing and product, to align customer experience efforts with business goals and objectives
• Train and educate colleagues on customer-centric approaches and best practices to foster a customer-focused culture throughout the organisation
• Monitor KPIs related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders, to drive action
• Lead a highly engaged workforce through frequent communication, goal setting, performance management and creating a positive environment of trust, transparency, and clear expectations

ABOUT YOU

• Strategic-thinking -  come up with innovative ideas and define strategies to stay one step ahead of our competition and come up with brand-new ways to impress our customers
• Goal setting - while determining what we want to achieve for our customers, you also need the ability to set SMART goals for your team members
• Communication - the ability to listen to others, storytelling, and clearly convey your ideas and feedback, as well as collaborate with internal teams and influence stakeholders
• Leadership - manage the Customer Experience Design team, driving consumer-centric initiatives, and influencing positive change within the organisation
• Analytical skills - assess qualitative and quantitative data to identify customer trends and patterns, draw conclusions, and make data-driven decisions to enhance the customer journey
• Problem-solving - identify and address customer problems, resolve conflicts, and find creative solutions to pain points
• Adaptability - you can proactively respond to evolving customer needs, industry trends, and shifting business dynamics
• Emotional intelligence - a high level of emotional intelligence enables you to navigate the emotions of both customers and team members, showing empathy when needed

Qualifications

• 8+ years of experience in customer service, customer experience management, or a related field
• 4+ years of experience leading teams - including setting goals, coaching, development and performance management
• A minimum of a Bachelor’s degree from a top tier university or equivalent work experience
• Advanced knowledge on quantitative or qualitative research methodologies
• 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 change.