What are the responsibilities and job description for the Senior Manager, CX Center of Excellence - GBSG position at Intuit?

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.

Qualifications

7-10 years of experience in Customer Experience, Customer Insights, or Voice of Customer in an IT, SAAS, or Fortune 500 Company, including leading in a highly matrixed, cross-functional, and fast-moving environment
3-5 years as a people manager who can recruit, motivate, coach and lead a team of CX experts
Deep knowledge of CX measurement and analytics with known methodologies and industry tools (. Qualtrics, Medallia, Gainsight, etc) in CX such as customer sentiment, Voice of the Customer (VOC), survey infrastructure, measuring customer retention, trends in customer behavior which will help the business drive actionable insights and drive improvements in business performance
Experience managing global customer listening posts, such as NPS programs, closed-loop and / or transactional survey programs across key customer & partner journey moments
Knowledge across a variety of survey design and research methods, especially for CX applications
Robust analytical and problem-solving skills with clear examples of using data actively for customer insights, measurement, ROI analysis and recommendations, ability to interpret complex data sets and extract actionable insights; experience applying statistical techniques and working knowledge of statistical concepts
Strong business intelligence skills combining business analytics, data visualization, data mining and other data infrastructure to help drive data-driven decisions.
Self-motivated and willing to proactively take on leadership roles in programs and projects; ability to roll-up sleeves and lead by example at both strategic and tactical levels; demonstrated ability to operate independently and interact frequently with senior management to help influence strategic direction
Effective communicator & influential storyteller who can deliver a solid end to end story with data; ability to tailor content for different audience levels including executives
Well-rounded interpersonal skills with the capacity to build relationships with senior stakeholders and collaborate / influence team members at varying levels of leadership
Experienced with change management best practices, managing stakeholder engagement by communicating a change vision that supports a successful transformation
BA / BS required; Equivalent work experience considered; MBA strongly preferred

Responsibilities

Leads team that manages Customer Experience (CX) and Voice Of Customer (VOC) iInsights, survey and data infrastructure, reporting and analysis, supporting the performance of GBSG experiences

Oversees backed story-telling efforts : connect data points to form actionable insights, leverages quantitative and qualitative research, is a customer advocate in every situation, is an expert with operational data, links experience back to business results

Partners with peers across the organization to build and maintain operational processes, data quality, reporting and technology infrastructure

Owns / leads the development of customer experience measurement dashboards and platform-wide reporting that weave into the global CX planning process to ensure data-backed decisions are made

Collaborates with other leaders and partners (Product, Marketing, Sales) to evolve lead and lag indicators including existing key performance indicators (KPIs) like PRS, tNPS, Customer Effort Score (CES) and leads the development and implementation of measurement frameworks for CX

Defines, establishes, and documens standards, governance, and data stewardship appropriately to create consistent sources of truth, processes, metric definitions, ensuring they are all aligned with business strategy

Target setting, monitoring, analysis and creating requirements for the data infrastructure for KPIs and performance

Drives process improvement, automation, development of analytic models and other tools including reports, dashboards, and data visualizations

Manages analyses on business performance. Takes ownership and proactively identify trends using a range of statistical methods. Utilizes expertise in quantitative analysis and data visualization to go beyond the numbers. Transforms raw data and model output into meaningful insights and actionable recommendations.

Oversees development of presentations to communicate the results or models to both technical and non-technical stakeholders.

Manages gathering and development of customer insights from various listening posts and weave together with analytics, and often disparate data, to tell a compelling story that inspires impactful business outcomes

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is Bay Area California $179000 - 242500, Southern California $150500 - 204000. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs . 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.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is Bay Area California $179000 - 242500, Southern California $150500 - 204000. 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 . 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.

Salary : $179,000 - $242,500

Apply for this job

Receive alerts for other Senior Manager, CX Center of Excellence - GBSG job openings

Senior Manager, CX Center of Excellence - GBSG

What are the responsibilities and job description for the Senior Manager, CX Center of Excellence - GBSG position at Intuit?

What is the career path for a Senior Manager, CX Center of Excellence - GBSG?

Job openings at Intuit

Not the job you're looking for? Here are some other Senior Manager, CX Center of Excellence - GBSG jobs in the Mountain View, CA area that may be a better fit.

We don't have any other Senior Manager, CX Center of Excellence - GBSG jobs in the Mountain View, CA area right now.

AI Assistant is available now!