Customer Experience Senior Lead (Seasonal)
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,Design and Data to ensure we deliver the best experience for our TurboTax customers, through deep customer insights and hypothesis-driven experimentation and innovation.
What you'll bring
- 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
- 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
How you will lead
- Champion a true curiosity for customer behavior by networking internally and externally to understand their needs from a broader perspective. Cascade a culture where advocacy for our products and services becomes something natural and part of their day to day with direct team members.
- Work 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. Lead and influence cross-functional teams to analyze data and provide innovative solutions in complex and difficult situations.
- Identify critical parts of a problem and work cross-functionally to deliver complex and effective solutions. Utilize diverse methodologies to solve difficult problems and leverage expertise and credibility to create alliances that will ease implementation of solutions.
- Apply market research and VoC insights to strategize and resolve barriers when defining target state customer experiences and defining requirements.
- Leverage internal networks to advocate and analyze the customer and expert experience from a cross-functional perspective and deliver solutions that will have a broad impact on customer retention.
- Lead and align cross-functional teams through change, actively identifying and resolving change barriers.
- Stay connected to best practices and conduct external benchmarking to have a broader understanding of the internal and external business. Use outside-in thinking to influence cross-functional teams across Intuit, including in difficult and complex situations.
- Influence cross-functional teams while exercising considerable latitude in driving impact, delivering on objectives, and approaching problems and tasks.
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