Senior Customer Experience Lead

Overview

The Small Business & Self Employed Group ("SBSEG") is Intuit's largest business unit with $5B+ in revenue. We power prosperity for millions of customers worldwide with the QuickBooks ecosystem of accounting, payments, payroll, customer engagement and marketing automation, lending, e-commerce, and time tracking solutions. We are on a journey to build an innovative, end-to-end customer growth platform for small and mid-market businesses, allowing them to get their business online, market their business, manage customer relationships, benefit from insights and analytics, get paid, access capital, pay employees, optimize cash flow, be organized and stay compliant, with experts at their fingertips.

We are looking for a Senior Customer Experience Lead who is passionate about advocating for our customers. Working cross functionally to improve poor experiences and creating moments of delight. To be successful in this role your super powers are the ability to immerse yourself in customer journeys while thinking end to end, to build partnerships to influence others, and to develop strategies to address the critical few that will make a meaningful impact to our customers.

• 8-10 years of Customer Experience experience, including leading in a highly matrixed, cross-functional, and fast-moving environment, developing product/service experiences, and driving revenue & customer growth
• Strong acumen in understanding customer behavior with experience in consumer segmentation and using design thinking and scientific methodologies to inform decision making; A/B testing experience is a mandatory
• Robust analytical and problem-solving skills with clear examples of using data actively for customer insights, measurement, ROI analysis and recommendations
• Customer champion with a design mindset and demonstrated strengths in product management or experience design (ideally with SaaS, Self-Help, or CRM environment). Have led the creation of online experiences (from concept through production)
• Customer Service & Support Expert: Demonstrated strength managing or working with customer support organizations and operations (direct or via BPO)
• Excellent verbal, written, and interpersonal communication skills
• Have the ability to roll-up sleeves and lead by example at both strategic and tactical levels
• BA/BS required; MBA strongly preferred
• Analytical orientation, creativity in problem solving, with keen business judgment.
• Strong intellectual curiosity and deep desire to learn.
• Exceptional interpersonal, communication and presentation skills. With the ability to tailor content for audience levels and channels.
• Self-motivated and willing to proactively take on leadership roles in programs and projects.
• Well-rounded interpersonal skills with the capacity to build relationships with senior stakeholders and collaborate across with team members across varying levels.
• Ability to work in a highly collaborative environment; influence without authority with heavy emphasis on teamwork
• Demonstrated ability to operate independently and interact frequently with senior management to help set strategic guidance

• Provides clear direction to the team on how to identify customers needs and uses a cross-functional approach to lead experiments that will test customer behavior and solve for hypotheses across craft areas and functions.
• Leads and influences cross-functional teams to analyze data and provide innovative solutions in complex and difficult situations.
• Champions a true curiosity for customer behavior by networking internally and externally to understand their needs from a broader perspective.

• Teaches others to use systems and helps ensure processes are aligned to the business needs and up to date to facilitate the compilation of data.
• Works closely with other craft areas and functions to obtain quantitative and qualitative data that will impact the use of our products and services from a cross-functional perspective.
• Has an advanced understanding of the Voice of the Customer and Employee and is able to translate that into our commercial success.

• Teaches others on how to identify customer behavior and market trends that can impact the way our products and services operate to prevent possible risks.
• Leverages internal network to advocate and analyze the customer and expert experience from a cross-functional perspective and delivers solutions that will have a broad impact on customer retention.
• Consistently applies market research and Voice of the Customer insights to strategize and resolve barriers when defining target state customer experiences and defining requirements.
• Cascades a culture where advocacy for our products and services becomes something natural and part of their day to day with direct team members.

• Quickly identifies critical parts of a problem and works cross-functionally to deliver complex and effective solutions.
• Utilizes diverse methodologies to solve difficult problems and leverages expertise and credibility to create alliances that will ease implementation of solutions.
• Acts independently to effectively align direct team's key projects and initiatives to Intuit's strategy.
• Stays connected to best practices and conducts external benchmarking to have a broader understanding of the internal and external business.