Staff Customer Experience Professional

Company Overview

Job Overview

Intuit's Customer Success team, within the Consumer Group, 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 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 TurboTax customers, through deep customer insights and hypothesis-driven experimentation and innovation.

Responsibilities

• Drive Growth: Translate data-driven insights into actionable strategic recommendations for sales, marketing, and product teams. Identify new market opportunities, target audiences, and revenue streams. Optimize pricing, promotions, go-to-market strategies, and customer engagement.
• Performance Tracking: Establish systems for ongoing measurement of sales and marketing performance. Share insights on channel/campaign performance, lead generation, sales conversions, and blockers. Apply predictive modeling and forecasting for future planning.
• Reporting & Presentations: Partner with analytics and product management to collect, analyze, and interpret customer journey, experimentation, product usage and adoption, and friction points. Create and present clear updates and presentations for stakeholders. Monitor KPIs to assess marketing and sales ROI, recommending improvements.
• Cross-Functional Collaboration: Lead and influence cross-functional teams to analyze data, develop innovative solutions for complex challenges, and align strategies collaboratively.Gather and interpret quantitative and qualitative data across functions to foster a unified, insight-driven growth strategy. Guide and align cross-functional teams through change, proactively identifying and resolving barriers. Employ outside-in thinking to influence cross-functional teams across Intuit, even in challenging situations.
• Customer Experience: Champion the customer and expert experience by analyzing and advocating for solutions that drive customer growth and retention. This involves conducting journey mapping to pinpoint friction points and acting as the customer's voice by utilizing insights from surveys, interviews, and engagement metrics. Collaborate with teams like User Research and Market Research, proactively identifying and addressing gaps in the customer journey to boost satisfaction and outcomes. Cultivate a deep curiosity for customer behavior through internal and external networking to gain a comprehensive understanding of customer needs.
• Research:Apply market research and VoC insights to strategize and resolve barriers when defining target state customer experiences and defining requirements. Stay connected to best practices and conduct external benchmarking to have a broader understanding of the internal and external business
• Design Thinking: Use design thinking and customer-centric methodologies to create seamless, intuitive service experiences that drive retention, loyalty, and satisfaction.

Qualifications

• Experience: Minimum of 5 years in Customer Experience strategy, product management or related fields, preferably in SaaS or services-based industries driving revenue & customer growth.
• Customer-Centric & Strategic Vision: Proven commitment to prioritizing the customer experience and proactively identifying growth and change opportunities, preferably within SaaS or services-based industries, with a focus on revenue and customer growth. Tax financial services familiarity is an advantage.
• Influential & Collaborative Leader: Highly skilled in organizational dynamics, interpersonal effectiveness, and influencing stakeholders. Exceptional ability to collaborate, mobilize, and energize diverse cross-functional teams to implement innovative, best-in-class solutions through both formal and informal channels.
• Compelling Communicator & Problem Solver: Possesses a strong presence and communicates compellingly across all organizational levels. An excellent listener and solutions-oriented problem solver, adept at simplifying complex topics and understanding when to delve into details or maintain a high-level perspective.
• CX and Service Design Thinking: Understands customer behavior using design thinking and scientific methods. Applies systems thinking and has led customer experience creation from concept to production, demonstrating strengths in product management, customer experience or service design.
• Analytical & Insightful: Strong analytical and problem-solving skills, with a proven ability to use data for customer insights, ROI analysis, and strategic recommendations. Translates complex data into actionable insights and clear narratives, and monitors key business metrics.
• Educational Background: Bachelor's degree in Business, Technical, or Science disciplines required; MBA or advanced degree preferred (or equivalent work experience).

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. 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 fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is: