Intuit
Director, Customer Experience Management - Midmarket
Intuit, Mountain View, California, us, 94039
Overview
As Director of Intuit’s Customer Experience team, you will be responsible for building and leading a customer experience practice to drive innovation in how we work, serve customers and shape our offerings. Scope includes defining the customer strategy and end-to-end service delivery design, including feature adoption, proactive health management, support excellence, and customer insight programs for customers subscribing to our Mid-Market Products and Solutions. The role is pivotal in differentiating our services, staying close to customers and teams to understand what matters, how we deliver, and how we empower our people to excel. You will provide operational and thought leadership by setting strategy, developing priorities and managing programs that drive an effective and efficient organization, removing waste, reducing customer friction and driving customer advocacy. Our end-to-end approach to customer experience aims to accelerate Customer Success as a strategic enabler rather than a cost center. What you’ll bring Report to the VP of Customer Experience Management and participate on a cross-functional Global Leadership Team. Drive strategic plans and associated products and services, collaborating with Product Management, Marketing and Sales leaders to drive growth. Lead a customer-first culture and mindset focused on delighting customers in everything we do. Team & Talent Builder: Significant senior leadership experience, managing senior-level employees and/or other managers. Talent steward with a proven history of hiring, developing high-performing, engaged teams; coach and train others on curiosity in bold, large-scale problems. Boundaryless Leader: Cross-functional leadership, partnering to influence across functions and geographies. Experience with a US-based, multi-national company is a plus. Build alliances with leaders to ensure data-backed, systemic solutions. Strategic Thinking: Defines overall strategy for business growth and promotes a problem-solving culture; uses external expertise and data to leverage best practices and trends. Product Management & Experience Design: Customer champion with design mindset and strengths in product management or experience design (SaaS, Self-Help, or CRM). Led creation of online experiences from concept to production. Business Leader: Clear business acumen with ability to deliver programs that accelerate growth; develop compelling business cases and align teams with short-, medium-, and long-term goals. Customer Service & Support Expert: Experience managing customer support operations (direct or via BPO). Change Leader: Experience managing complex system and organizational change initiatives in dynamic environments. Communicator: Excellent written and verbal communication skills; proficient in MS Word, Excel and PowerPoint. Global and Local Execution: Willingness to engage outside typical business hours as needed to support global operations. What success looks like
Measurable outcomes include strong Customer Experience metrics and business impact such as 50 PRS, 85 tNPS, 85 CES, improved Time to Value, Customer Retention, Expansion Revenue and Life Time Value. Leadership and Organization
Seniority level: Director Employment type: Full-time Job function: Other Industries: Software Development
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As Director of Intuit’s Customer Experience team, you will be responsible for building and leading a customer experience practice to drive innovation in how we work, serve customers and shape our offerings. Scope includes defining the customer strategy and end-to-end service delivery design, including feature adoption, proactive health management, support excellence, and customer insight programs for customers subscribing to our Mid-Market Products and Solutions. The role is pivotal in differentiating our services, staying close to customers and teams to understand what matters, how we deliver, and how we empower our people to excel. You will provide operational and thought leadership by setting strategy, developing priorities and managing programs that drive an effective and efficient organization, removing waste, reducing customer friction and driving customer advocacy. Our end-to-end approach to customer experience aims to accelerate Customer Success as a strategic enabler rather than a cost center. What you’ll bring Report to the VP of Customer Experience Management and participate on a cross-functional Global Leadership Team. Drive strategic plans and associated products and services, collaborating with Product Management, Marketing and Sales leaders to drive growth. Lead a customer-first culture and mindset focused on delighting customers in everything we do. Team & Talent Builder: Significant senior leadership experience, managing senior-level employees and/or other managers. Talent steward with a proven history of hiring, developing high-performing, engaged teams; coach and train others on curiosity in bold, large-scale problems. Boundaryless Leader: Cross-functional leadership, partnering to influence across functions and geographies. Experience with a US-based, multi-national company is a plus. Build alliances with leaders to ensure data-backed, systemic solutions. Strategic Thinking: Defines overall strategy for business growth and promotes a problem-solving culture; uses external expertise and data to leverage best practices and trends. Product Management & Experience Design: Customer champion with design mindset and strengths in product management or experience design (SaaS, Self-Help, or CRM). Led creation of online experiences from concept to production. Business Leader: Clear business acumen with ability to deliver programs that accelerate growth; develop compelling business cases and align teams with short-, medium-, and long-term goals. Customer Service & Support Expert: Experience managing customer support operations (direct or via BPO). Change Leader: Experience managing complex system and organizational change initiatives in dynamic environments. Communicator: Excellent written and verbal communication skills; proficient in MS Word, Excel and PowerPoint. Global and Local Execution: Willingness to engage outside typical business hours as needed to support global operations. What success looks like
Measurable outcomes include strong Customer Experience metrics and business impact such as 50 PRS, 85 tNPS, 85 CES, improved Time to Value, Customer Retention, Expansion Revenue and Life Time Value. Leadership and Organization
Seniority level: Director Employment type: Full-time Job function: Other Industries: Software Development
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