Intuit Inc.
Senior Customer Experience Professional
Intuit Inc., Mountain View, California, us, 94039
Intuit is a mission-driven, global financial platform company that gives everyone the opportunity to prosper. We build solutions to challenging financial problems for millions of people around the world.The Customer Success team delivers award-winning service and support experiences to accountants and small business owners using our products: QuickBooks Online, QuickBooks Accountant, QuickBooks Self-Employed, and QuickBooks Time.Joining the Customer Success organization as a Sr. Customer Experience Specialist, you have the opportunity to work across the GBSG business to enable the end-to-end support experiences across all human contact channels (digital and assisted human). You will assist in choreographing processes, technologies, and interactions to inspire customer confidence.Your core daily responsibilities will enable you to ensure strong quality assurance and control of expert delivered assisted support. You will be empowered to drive plans to improve experiences across the business to deliver customer and expert benefits. Additionally, your contributions to stabilizing customer experiences through data-driven recommendations to business partners will be key to continuous improvement.You will be an integral partner within the Customer Success ecosystem which includes Customer experience management, Customer Support, and Customer Operations. You will also work with key stakeholders across Marketing, Sales, and Product to deliver on key customer outcomes.Your impact will be measured by the effectiveness of our customer experience, delivery against performance indicators that measure experience, and ensure strong quality assurance and adherence to be delivered through our expert experiences.Responsibilities
Design operational management system to monitor business healthDevelop the management system to build structure and rigor in monitoring business health by various dimensions (i.e. customer segments, expert personas, revenue, and cost)Responsible for investigating and analyzing numerous problems that are difficult and complex, typically requiring consideration, prior experience, and analysis of multiple issuesMonitoring critical KPIs E2E to drive overall performanceUses data effectively to get buy-in and resolve operational decisionsDesign Business Continuity Readiness Playbook for all Human Assisted OfferingsCreate and design playbooks/resolution workflows to address disruption in customer experiences (Business Continuity Planning, Customer segment prioritization, business parameters/thresholds for exercising defcon levers)Explains and gains cooperation and agreement from their team relating to policies, practices, and proceduresDriving cross-functional efforts to optimize customer and expert experiencesResponsible for identifying improvements of processes, tools, and systems that will solve problems that may impact other functionsMinimum Requirements
Minimum of 5 years in Customer Experience, including leading in a highly matrixed, cross-functional, and fast-moving environment, developing product/service experiences, and driving revenue & customer growthOrganizationally savvy, with good interpersonal effectiveness, influence, and ability to get things done through both formal and informal means. Exceptional ability to collaborate, influence, mobilize and energize key stakeholders and complex cross-functional teams to implement creative, innovative, best-in-class solutionsMust have a strong presence and be a compelling communicator across all levels of the organization to win hearts and minds. Good listener and problem solver; solutions-oriented and great at simplifying complex topics. Knows when to dive deep, and when to stay at a higher level. Must have a very strong pulse on the metrics driving the businessCustomer champion with a design mindset and demonstrated strengths in product management or experience design. Have led the creation of service experiences (from concept through production)Robust analytical and problem-solving skills with clear examples of using data actively for customer insights, measurement, ROI analysis, and recommendationsStrong acumen in understanding customer behavior and using design thinking and scientific methodologies to inform decision-making. Clearly exhibits a systems thinking mindset, and can apply the appropriate framework at the right time, or create a new one as needed
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Design operational management system to monitor business healthDevelop the management system to build structure and rigor in monitoring business health by various dimensions (i.e. customer segments, expert personas, revenue, and cost)Responsible for investigating and analyzing numerous problems that are difficult and complex, typically requiring consideration, prior experience, and analysis of multiple issuesMonitoring critical KPIs E2E to drive overall performanceUses data effectively to get buy-in and resolve operational decisionsDesign Business Continuity Readiness Playbook for all Human Assisted OfferingsCreate and design playbooks/resolution workflows to address disruption in customer experiences (Business Continuity Planning, Customer segment prioritization, business parameters/thresholds for exercising defcon levers)Explains and gains cooperation and agreement from their team relating to policies, practices, and proceduresDriving cross-functional efforts to optimize customer and expert experiencesResponsible for identifying improvements of processes, tools, and systems that will solve problems that may impact other functionsMinimum Requirements
Minimum of 5 years in Customer Experience, including leading in a highly matrixed, cross-functional, and fast-moving environment, developing product/service experiences, and driving revenue & customer growthOrganizationally savvy, with good interpersonal effectiveness, influence, and ability to get things done through both formal and informal means. Exceptional ability to collaborate, influence, mobilize and energize key stakeholders and complex cross-functional teams to implement creative, innovative, best-in-class solutionsMust have a strong presence and be a compelling communicator across all levels of the organization to win hearts and minds. Good listener and problem solver; solutions-oriented and great at simplifying complex topics. Knows when to dive deep, and when to stay at a higher level. Must have a very strong pulse on the metrics driving the businessCustomer champion with a design mindset and demonstrated strengths in product management or experience design. Have led the creation of service experiences (from concept through production)Robust analytical and problem-solving skills with clear examples of using data actively for customer insights, measurement, ROI analysis, and recommendationsStrong acumen in understanding customer behavior and using design thinking and scientific methodologies to inform decision-making. Clearly exhibits a systems thinking mindset, and can apply the appropriate framework at the right time, or create a new one as needed
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