What are the responsibilities and job description for the Group Manager Customer Experience, QuickBooks Live Service Experience Mgmt position at Intuit Inc.?
About the Role
As the Group Manager, you will collaborate with cross-functional teams to design and optimize the customer journey and end-to-end experience with QuickBooks Live service offerings.
You will ensure that customers are connected to the right experts who can best address their unique needs and ensure there are no dead ends in their interaction with our services.
Ultimately, you are responsible for driving confidence among our customers as they use QuickBooks to manage and grow their business.
Responsibilities
- Innovate and experiment to deliver amazing experiences for every QuickBooks customer interacting with our knowledgeable and vast team of experts.
- Establish service experience design and service levels, including standardizing processes and prioritizing protocols to enable experts to deliver customer benefits at scale.
- Continually optimize and adapt operations to maximize ROI and deliver positive experiences for our valued customers.
Key Responsibilities:
- Lead the formulation and execution of a comprehensive service experience strategy with a focus on compliance needs.
- Apply design thinking principles to innovate and create seamless, intuitive service experiences that deliver customer benefits proven to drive customer retention.
- Partner closely with Product Management, Marketing, Sales, and Service Delivery teams to design holistic service experience solutions.
- Utilize customer feedback, market research, and data analytics to drive insights and inform service experience enhancements.
- Monitor and analyze service experience and monetization metrics to understand the effectiveness of service experience strategies.
We are looking for an extraordinary leader who is passionate about disrupting the status quo, creating new offerings proven to drive customer benefit and business growth, and building high-performing teams.
