Manager 3 Customer Experience

What you'll bring

How you will lead

• Serves as a Point of Contact to business leaders for all things related to Customer Success. Act as the customer champion to highlight friction points and gaps to senior leaders within CS and product organization
• Lead, organize, and scale the Customer Experience practice within your group/segment. The team will be accountable for our Voice of Customer (VOC) Feedback Loop: Leading the elimination of pain points/friction and optimizing our customer experiences. This includes aggregating quantitative and qualitative insights and collaborating with marketing, product development, and product management to build, fix, and enhance our products, policies, and communication
• Drive and execute the vision for Customer Experience excellence that is aligned to our strategic customer segments’ expectations and goals, for seamless, transparent, and frictionless experiences that sustain mutual growth
• Partner with peers across the CS organization and maintain a wide range of operational processes governing data, reporting, technology infrastructure, and more
• Support customer-facing teams to identify, synthesize and prioritize VOC and VOE data, building business cases for change. These will be data-backed and show clear employee, customer, and shareholder impacts
• Collaborate with Product, Engineering, and UX teams to embed customer and employee data to remove root cause issues that drive poor experiences and low advocacy
• Lead and partner in programs and sprints to conceptualize, design and operationalize exceptional employee and customer experiences that deliver our True North Goals
• Own and lead the application of customer measurement dashboards that weave into the global CX planning process to ensure data-backed decisions are made
• Build end to end customer journeys and data sets to drive systemic and customer level improvements
• Designs solutions that drive customer growth and scale across the live services platform
• Deliverables may include:
• 1&3 Year Service Recovery/Multi-Channel Outreach Strategy, CS Service Delivery Strategy (Capabilities, Expert Profiles, Offers)
• Roadmap tied to a Big Bet or company wide input goal (1-3 year plan, like above)
• Coaches others on how to have a customer empathy mindset across their projects and makes sure teams have the resources necessary to effectively conduct FMH and experiments.
• Makes strategic data driven decisions to solve for critical issues across teams and ensures the root cause to those decisions are effectively communicated throughout teams
• Empowers others to take customer behavior into consideration when implementing solutions
• Leverages business expertise and external knowledge to provide solutions to unique and complex customer problems
• Coaches others in the use of quantitative and qualitative data and creates an internal network to maintain constant feedback and data flow
• Synthesizes data from the Voice of the Customer and Employee to introduce new data backed initiatives to drive business growth
• Coaches others on how to adapt market trends to our own products and services, and how to link and keep top of mind the unique feedback and behavior of our customers and experts
• Introduces unique and innovative design solutions to eliminate friction through advocacy within the customer and expert experience, driving retention by visualizing the journey from an external perspective
• Works with cross-functional teams and other leaders across Intuit to ensure market research and VoC insights are considered when proposing new customer experience and requirements
• Ensures our products and services are inclusively represented by our customers and experts and shares feedback with cross-functional teams to make adjustments to processes when necessary
• Empowers and teaches others to analyze complex problems while bringing new and innovative solutions to the table. Influences senior leaders to ensure solutions are being implemented with a holistic approach and align to Intuit’s strategy. Coaches others on how to prioritize projects and cascades Intuit’s strategy to ensure cross-functional teams are aligned. Introduces and launches ideas that maintain and increase Intuit’s competitive advantage.
• Implements strategic practices aligned with Intuit’s values and Customer Success organizational goals, empowering teams to deliver innovative solutions
• Coaches others on how to leverage service design and design thinking to cultivate a continuous improvement mindset and proposes modifications of existing processes to improve customer outcomes
• Seen as a role model for change management best practices, managing stakeholder engagement by communicating a change vision that supports a successful transformation
• Leverages outside in thinking to introduce new ideas, initiatives, and projects at scale. Coaches and leads through others to drive impact on Customer Success objectives and strategy
• Drives business strategy and defines business objectives in order to prioritize resources
• Partners across BUs
• Manages and Coaches Senior CX Leads and Senior CX Managers
• Actively engaged in attracting new talent in the CX space to join intuit at a BU specific level and for the building of a strong CX focused team structure
• Leads and influences within their BU and may contribute to cross-BU project
• Coaches and mentors CX and Sr. CX Leaders
• Experienced people manager who manages small team and drives results for products/ services
• Leads and influences beyond the BU and has a high impact on the organization
• Sets the customer experience vision and ensures an environment of innovation
• Helps team discern when to apply informed judgment in lieu of data
• Assigns and enforces decision authority at appropriate levels
• Optimizes for Intuit vs. own business