Company Overview
Intuit 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 Overview
Join the Small Business & Self-Employed Group (SBSEG) Customer Experience Growth & Retention team as the Sr. Customer Experience Manager responsible for the Smart Expert Recommendations (SER) program.
We are looking for a customer-obsessed leader to create new experiences that will use the power of our ecosystem of products and people-based services to drive growth for the business and add value to our customer experience. This leader will help identify and validate new experiences to help our various customer segments utilize their QuickBooks products to their greatest potential. You will partner with other functions including Expert Delivery and Design, Digital Experiences, Marketing, Sales, Expert Network Platform, Product Management, PD, Content & Design and Analytics to ensure we offer the QuickBooks ecosystem value to customers to help them run and grow their business.
Qualifications

• 7 years' experience in a services-based industry or SaaS organization, influencing customer experience management in Customer Success, Product, Marketing or similar functions
• Experience leading cross-functional programs that focus on delivering measurable business outcomes and value. Has driven organizations through rapid growth and understands the criticality of operational excellence, with direct and dotted-line management
• Strong research and analytical capability with experience in segmentation and using design thinking and scientific methodologies to inform decision-making; A/B testing experience is a mandatory
• Business Leader: business acumen with a proven ability to deliver programs that accelerate organizational growth objectives. Must possess experience in developing clear compelling business cases that support prioritization of work
• Customer Service & Support Expert: demonstrated strength in managing or working with customer support organizations and operations
• Communicator: excellent written and verbal communication skills including an ability to communicate complex issues
• BA/BS required; MBA strongly preferred.

Responsibilities

• Continuously build deep empathy and understanding of our experts, end customers (small businesses) and their struggles as they use our portfolio of products, and find solutions to help solve their biggest needs
• Find business leverage the experts and enable them (via software/tools/training) to increase revenue for the business
• Develop and use customer segmentation to deliver personalized experiences, backed by data and in-depth research, leveraging AI/ML-driven targeted interventions
• Conduct research and in-market experiments to deliver data-backed recommendations in Expert-led experiences using our expert channels to deliver solutions to our customers that help them grow their businesses and save time
• Manage the development of customer expert insights to find innovative ways to educate/train them and keep the SER program top of mind (contests, swag etc.)
• Manage the expansion/customization of the SER program - via customer segment customization (MM/Onboarding...), integration with other platforms (MailChimp experts TurboTax experts) and geographical expansion
• Innovative and personalized customer experiences, translating deep customer insights into innovative, bold strategies that deliver retention, customer growth and revenue growth