Staff Customer Experience Professional

Company Overview

Job Overview

Intuit's Customer Success team, within the Consumer Platform Team, is transforming the industry with a suite of high-touch professional services powered by data-driven, technology-lead operations and a distributed professional workforce. The Customer Success team is executing on key company-wide initiatives to help deliver against our vision and strategy. Customer success is no longer downstream care operations but is a critical component of Intuit’s growth through the delivery of services.

This role is focused on Business Tax services as a product, connecting our customers with professionals in our mission of “Powering Prosperity Around the World”. You will partner with other functions including Marketing, Customer Success, Expert Network Platform, Product Management, Product Development, Product Design and Data to ensure we deliver the best experience for our Business Tax TurboTax customers, through deep customer insights and hypothesis-driven experimentation and innovation.

Responsibilities

• Leads customer and employee research to identify customer pain points and drives experiments to develop hypotheses and propose successful solutions
• Uses a cross-functional approach to drive experiments for Customer Success that will test customer behavior and solve hypotheses.
• Presents analyzed data to other teams and contributes to ideation across market
• Quickly identifies critical parts of a problem for Customer Success and works to deliver effective solutions.
• Seeks internal and external feedback to share with Customer Success and puts forward recommendations that could address customer needs.
• Frequently demonstrates a deep understanding of the customer and expert journey (and long term problems) and proposes solutions that challenge status quo to eliminate friction between both experiences
• Influences direct project team to ensure root causes and systemic issues are identified and analyzed; understand the impact of human behavior and market trends on customer interaction with products
• Connects the dots using external and internal data about our customer needs and provides precise recommendations aligned to the business
• Leverages quantitative and qualitative research to become an expert on the use of our products and services
• Proactively seeks insight on the Voice of the Customer and Employee to identify critical data that will help develop solutions to improve customer experience
• Proactively simplifies and continuously improves existing processes to operate more efficiently
• Serves as an informal leader for change management within direct team
• Drives customer success projects.
• Contributes to market led cross-functional projects.
• Deliverables may include:
• End to End journey maps and Service Blueprints for moderate scale product and services offerings.
• Report outs to cross-functional teams and CS team on voice of the customer for their specific area of coverage
• Analyze and develop insights based on customer sentiment from customer interactions to drive defect resolution or product improvements
• Surfaces emerging issues impacting customers to teams in order to deliver notifications or content publication
• Identifies opportunities and contributes to Initiatives that drive incremental product experience improvements

Qualifications

• 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
• Proven expertise in service design and blueprinting, including the ability to map complex service ecosystems, identify pain points and opportunities, and orchestrate seamless end-to-end experiences that span digital and human touchpoints. Able to translate strategy into actionable blueprints that align stakeholders and drive implementation.
• 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.
• 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.
• 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