Senior Customer Experience Lead

We are seeking an exceptional Customer Experience Lead who thrives on changing the status quo and is laser-focused on making every experience simple, easy, and intuitive for our customers. We champion world-class customer experiences to power prosperity for our customers. Do you desire a job that fills you with a sense of meaning and purpose? Come join the SBSEG (Small Business Self-Employed Group) Customer Success Team as a Customer Experience Lead. We are developing Intuit QuickBooks offerings through innovation and deep customer empathy.

• Be the thought leader and define engaging customer experiences
• Deep dive and communicate identified areas of opportunity within the customer experience and product design
• Influences project teams to ensure root causes and systemic issues are identified and treated
• Conducts research to identify customer pain points and drives experiments to develop hypotheses and propose successful solutions
• Frequently demonstrates a deep understanding of the customer and employee journey that challenge status quo
• Evaluate dashboard data reports to identify trends and insights related to data
• Gather & Develop Customer Insights from various listening posts and weave together with analytics, and often disparate data, to tell a compelling story that inspires impactful business outcomes
• Stay close to the customer and industry trends on QuickBooks and connected ecosystem to bring unique differentiation to the business and customer experiences
• Recommend actions and process changes to drive solutions to negative outliers or trends based on the data
• Partner closely with the cross functional team (e.g., product developers, designers, operations, risk, marketing and customer support, etc.) to build innovative customer experiences
• Deep customer empathy and decision making that demonstrates customer obsession
• Improving products, processes, and solutions for both internal teams and customers
• Communicating product changes and education to internal and external stakeholders
• Proactively seeks insight on the Voice of the Customer and Employee
• Creates Journey Maps highlighting the ideal end to end experience capturing all touchpoints

Expectations

• Sets and meets deadlines, takes actions to do so
• Effective communicator who can deliver a solid end to end story
• Reliable team player who collaborates across the ecosystem
• Bold in thought process, confident in decision making, ability to give and accept feedback
• Take ownership, act based on data and hold oneself accountable

• Understanding customer needs - builds empathy, anticipates needs, uses root cause analysis and displays a natural curiosity
• Data backed story telling - connects data points to form actionable insights, leverages quantitative and qualitative research, is a customer advocate in every situation, is an expert with operational data, links experience back to business results
• Experience creative and advocacy - has an end to end mindset, understands customer behavior, can develop personas and journey maps, defines ‘as is’ and ‘to be’ processes and journeys, acts as a product and services champion
• Strategic thinking - deconstruct problems to solve for the short term and long term, uses proven frameworks, priorities the work that matters most, understands the competitive landscape, brings an outside in perspective
• Excellent communication and presentation skills; ability to communicate technical and business requirements
• Strong attention to detail
• Takes initiative and is a self-starter
• Collaborative with all levels of the organization and across teams
• Critical thinking and problem-solving skills
• Gives closed loop feedback to internal stakeholders and outsourcing partners
• Ability to derive sound, data-based theories for what is lying behind trends and insights
• Ability to multitask and adapt to a rapidly changing environment
• Microsoft Office, emphasis on Excel and Google Docs/Slides proficiency