Senior Customer Delivery Designer

Overview

Craft comprehensive service delivery and product support designs that involve creating, conceptualizing, and documenting end-to-end support and service models. This includes outlining the characteristics of expert personas and labor models, ensuring optimal outcomes for customers by minimizing barriers and maximizing benefits. Additionally, design and define the end-to-end operational framework, processes, standards, and metrics for a successful experience, while maintaining consistent and efficient outcomes at scale for the business.

What you'll bring

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 growth

Organizationally 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 solutions

Must 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 business

Customer 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 recommendations

Strong 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

How you will lead

Assists in the research to develop customer experience and product support strategies that align with business objectives.

Shows curiosity to learn the relevant Intuit and competitor product suite and service offerings.

Assists in researching insight from industry best practices.

Translates business strategy into well-defined customer experience strategies and customer support programmatic efforts

Understands Intuit’s competitive landscape, products, and service offerings to drive differentiated CX strategies

Brings outside perspective to benchmark against best-in-class customer experience practices

Displays a natural curiosity to understand customer behaviors, objectives and trends

Collects data points from various listening posts - such as Voice of the Customer, Partner, Expert and Employee - across the end-to-end customer journey

Synthesizes customer needs, delighters and pain points, using quantitative and qualitative data - to form meaningful insights

Crafts compelling stories that resonate with audiences, linking CX improvements directly to operational and business results

Communicates actionable recommendations that inform the development of initiatives to address customer needs

Facilitates collaboration amongst cross-functional teams to drive action that solves critical customer experience needs

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is New York $97,000 - $113,000, Colorado $75,000 - $90,000, Bay Area California $117,000-137,000, Southern California $101,000-118,000, Washington $80,000 - $94,000, Washington D.C. $75,000 - $90,000, Massachusetts $80,000 - $94,000. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit® : Careers | Benefits) () . Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing pay equity for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.

EOE AA M / F / Vet / Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.

Salary : $80,000 - $94,000