Dice
Senior Manager, Customer Experience
Dice, San Diego, California, United States, 92189
Dice is the leading career destination for tech experts at every stage of their careers. Our client, Intuit, is seeking the following. Apply via Dice today!
Company OverviewIntuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.
Job OverviewIntuit is a global technology platform company 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.
Full Service is the premium service offered within TurboTax. It is a transformative experience that reimagines how an expert prepares and files taxes for a customer virtually, and gets their taxes done with complete confidence and max refund guaranteed. Customers love this offering - we are making a significant investment to grow it quickly and disrupt the market.
Your Role:Joining the Customer Success team as our Sr. Manager of Customer Experience, you will lead the testing, execution, and operationalization of compelling customer and expert experiences that strike a balance between meeting the customers' needs and driving our business outcomes. The role will lead a team that conducts activities such as analysis of feedback (Voc & VoE), process and journey mapping, action planning, and defining playbooks to enhance the customer experience, improve business metrics, and increase customer engagement. You will provide expertise and guidance to improve customer experiences across all touchpoints, to achieve designed business outcomes, such as transactional NPS, Product NPS, customer retention and revenue growth.
Our Culture:Get ready to grow - you'll be challenged to think bolder, move faster, and have a bigger impact on this transformative offering. You'll develop deep partnerships with an amazing group of collaborative and creative designers, marketing and product managers, engineers, tax experts, analysts and operators dedicated to our mission, which will make everyday a rich and fun learning experience.
Qualifications8+ years of experience in customer experience management, customer service, process management, or a related field.4+ years of experience leading teams - including setting goals, coaching, development and performance management.Advanced knowledge on quantitative or qualitative research methodologies.Ability to use data to support and drive decision making.Expertise with customer-centric support approaches - including design thinking, process mapping, journey mapping, experimentation and interaction.Independently establishes strategy and execution plan for personal and team deliverables.Strong communication skills - the ability to listen to others, storytelling, and clearly convey your ideas and feedback, as well as collaborate with internal teams and influence stakeholders.
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 and build confidence with customers.Goal setting - while determining what we want to achieve for our customers, you also need the ability to set and drive SMART goals for your team members that focus on customer, shareholder and employee outcomes.Leadership - manage the Customer Experience & Service Design team, driving consumer-centric initiatives, and influencing positive change within the organization.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.
ResponsibilitiesLead a highly engaged workforce through frequent communication, goal setting, performance management and creating a positive environment of trust, transparency, and clear expectations.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 program.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 as well as with cross-functional teams, such as service delivery and product, to align customer experience efforts with business goals and objectives.Design personalized and customer-centric journeys that enhance brand loyalty, drive customer satisfaction, and improve overall business performance.Design and implement customer service standards and guidelines to ensure consistent and exceptional service delivery to build customer relations.Analyze customer feedback, survey results, and operational 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 organization.Monitor customer and operational KPIs / standards related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders.
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Company OverviewIntuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.
Job OverviewIntuit is a global technology platform company 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.
Full Service is the premium service offered within TurboTax. It is a transformative experience that reimagines how an expert prepares and files taxes for a customer virtually, and gets their taxes done with complete confidence and max refund guaranteed. Customers love this offering - we are making a significant investment to grow it quickly and disrupt the market.
Your Role:Joining the Customer Success team as our Sr. Manager of Customer Experience, you will lead the testing, execution, and operationalization of compelling customer and expert experiences that strike a balance between meeting the customers' needs and driving our business outcomes. The role will lead a team that conducts activities such as analysis of feedback (Voc & VoE), process and journey mapping, action planning, and defining playbooks to enhance the customer experience, improve business metrics, and increase customer engagement. You will provide expertise and guidance to improve customer experiences across all touchpoints, to achieve designed business outcomes, such as transactional NPS, Product NPS, customer retention and revenue growth.
Our Culture:Get ready to grow - you'll be challenged to think bolder, move faster, and have a bigger impact on this transformative offering. You'll develop deep partnerships with an amazing group of collaborative and creative designers, marketing and product managers, engineers, tax experts, analysts and operators dedicated to our mission, which will make everyday a rich and fun learning experience.
Qualifications8+ years of experience in customer experience management, customer service, process management, or a related field.4+ years of experience leading teams - including setting goals, coaching, development and performance management.Advanced knowledge on quantitative or qualitative research methodologies.Ability to use data to support and drive decision making.Expertise with customer-centric support approaches - including design thinking, process mapping, journey mapping, experimentation and interaction.Independently establishes strategy and execution plan for personal and team deliverables.Strong communication skills - the ability to listen to others, storytelling, and clearly convey your ideas and feedback, as well as collaborate with internal teams and influence stakeholders.
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 and build confidence with customers.Goal setting - while determining what we want to achieve for our customers, you also need the ability to set and drive SMART goals for your team members that focus on customer, shareholder and employee outcomes.Leadership - manage the Customer Experience & Service Design team, driving consumer-centric initiatives, and influencing positive change within the organization.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.
ResponsibilitiesLead a highly engaged workforce through frequent communication, goal setting, performance management and creating a positive environment of trust, transparency, and clear expectations.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 program.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 as well as with cross-functional teams, such as service delivery and product, to align customer experience efforts with business goals and objectives.Design personalized and customer-centric journeys that enhance brand loyalty, drive customer satisfaction, and improve overall business performance.Design and implement customer service standards and guidelines to ensure consistent and exceptional service delivery to build customer relations.Analyze customer feedback, survey results, and operational 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 organization.Monitor customer and operational KPIs / standards related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders.
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