What are the responsibilities and job description for the Staff Customer Experience Lead position at Intuit?
Overview
We are seeking an exceptional Customer Experience Lead who thrives on changing the status quo and is laser-focused on making every experience simple, easy, and intuitive for our customers. We champion world-class customer experiences to power prosperity for our customers. Do you desire a job that fills you with a sense of meaning and purpose? Come join the GBSG (Global Business Soluitons Group) Customer Success Team as a Customer Experience Lead. We are developing Intuit QuickBooks offerings through innovation and deep customer empathy.
What you'll bring
Understanding customer needs - builds empathy, anticipates needs, uses root cause analysis and displays a natural curiosity
Data backed story telling - connects 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
Experience creative and advocacy - has an end to end mindset, understands customer behavior, can develop personas and journey maps, defines ‘as is’ and ‘to be’ processes and journeys, acts as a product and services champion
Strategic thinking - deconstruct problems to solve for the short term and long term, uses proven frameworks, priorities the work that matters most, understands the competitive landscape, brings an outside in perspective
Excellent communication and presentation skills; ability to communicate technical and business requirements
Strong attention to detail
Takes initiative and is a self-starter
Collaborative with all levels of the organization and across teams
Critical thinking and problem-solving skills
Gives closed loop feedback to internal stakeholders and outsourcing partners
Ability to derive sound, data-based theories for what is lying behind trends and insights
Ability to multitask and adapt to a rapidly changing environment
Microsoft Office, emphasis on Excel and Google Docs / Slides proficiency
How you will lead
Be the thought leader and define engaging customer experiences
Deep dive and communicate identified areas of opportunity within the customer experience and product design
Influences project teams to ensure root causes and systemic issues are identified and treated
Conducts research to identify customer pain points and drives experiments to develop hypotheses and propose successful solutions
Frequently demonstrates a deep understanding of the customer and employee journey that challenge status quo
Evaluate dashboard data reports to identify trends and insights related to data
Gather & Develop 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
Stay close to the customer and industry trends on QuickBooks and connected ecosystem to bring unique differentiation to the business and customer experiences
Recommend actions and process changes to drive solutions to negative outliers or trends based on the data
Partner closely with the cross functional team (e.g., product developers, designers, operations, risk, marketing and customer support, etc.) to build innovative customer experiences
Deep customer empathy and decision making that demonstrates customer obsession
Improving products, processes, and solutions for both internal teams and customers
Communicating product changes and education to internal and external stakeholders
Proactively seeks insight on the Voice of the Customer and Employee
Creates Journey Maps highlighting the ideal end to end experience capturing all touchpoints
Expectations
Sets and meets deadlines, takes actions to do so
Effective communicator who can deliver a solid end to end story
Reliable team player who collaborates across the ecosystem
Bold in thought process, confident in decision making, ability to give and accept feedback
Take ownership, act based on data and hold oneself accountable
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.
