Senior Customer Experience Lead

We are seeking an exceptional Customer Experience Lead who thrives on changing the status quo and is laser-focused on making every experience simple, easy, and intuitive for our customers. We champion world-class customer experiences to power prosperity for our customers. Do you desire a job that fills you with a sense of meaning and purpose? Come join the GBSG (Global Business Solutions Group) Customer Success Team as a Customer Experience Lead. We are developing Intuit QuickBooks offerings through innovation and deep customer empathy.Responsibilities

Be the thought leader and define engaging customer experiencesDeep dive and communicate identified areas of opportunity within the customer experience and product designInfluences project teams to ensure root causes and systemic issues are identified and treatedConducts research to identify customer pain points and drives experiments to develop hypotheses and propose successful solutionsFrequently demonstrates a deep understanding of the customer and employee journey that challenge status quoEvaluate dashboard data reports to identify trends and insights related to dataGather & Develop Customer Insights from various listening posts and weave together with analytics, and often disparate data, to tell a compelling story that inspires impactful business outcomesStay close to the customer and industry trends on QuickBooks and connected ecosystem to bring unique differentiation to the business and customer experiencesRecommend actions and process changes to drive solutions to negative outliers or trends based on the dataPartner closely with the cross functional team (e.g., product developers, designers, operations, risk, marketing and customer support, etc.) to build innovative customer experiencesDeep customer empathy and decision making that demonstrates customer obsessionImproving products, processes, and solutions for both internal teams and customersCommunicating product changes and education to internal and external stakeholdersProactively seeks insight on the Voice of the Customer and EmployeeCreates Journey Maps highlighting the ideal end to end experience capturing all touchpointsExpectations

Sets and meets deadlines, takes actions to do soEffective communicator who can deliver a solid end to end storyReliable team player who collaborates across the ecosystemBold in thought process, confident in decision making, ability to give and accept feedbackTake ownership, act based on data and hold oneself accountableKey Skills

Understanding customer needs

- builds empathy, anticipates needs, uses root cause analysis and displays a natural curiosityData backed story telling

- connects data points to form actionable insights, leverages quantitative and qualitative research, is a customer advocate in every situation, is an expert with operational data, links experience back to business resultsExperience creative and advocacy

- has an end to end mindset, understands customer behavior, can develop personas and journey maps, defines ‘as is’ and ‘to be’ processes and journeys, acts as a product and services championStrategic thinking

- deconstruct problems to solve for the short term and long term, uses proven frameworks, priorities the work that matters most, understands the competitive landscape, brings an outside in perspectiveExcellent communication and presentation skills; ability to communicate technical and business requirementsStrong attention to detailTakes initiative and is a self-starterCollaborative with all levels of the organization and across teamsCritical thinking and problem-solving skillsGives closed loop feedback to internal stakeholders and outsourcing partnersAbility to derive sound, data-based theories for what is lying behind trends and insightsAbility to multitask and adapt to a rapidly changing environmentMicrosoft Office, emphasis on Excel and Google Docs/Slides proficiency

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