Intuit Inc.
Group Manager, Customer Experience (Assisted Services Growth)
Intuit Inc., San Diego, California, United States, 92154
Intuit is seeking an experienced CX leader to lead the Customer Success Assisted Services Growth team within Intuit’s Consumer Ecosystem (TurboTax, Credit Karma). We have an exciting opportunity to evolve and accelerate the way we engage our customers to drive confidence, conversion, retention, and ecosystem adoption through intelligent expert and digital interactions. This role will drive critical cross-functional strategies and will partner closely with Product Managers, Marketing, Expert Network, and Data Analysts within the Consumer Ecosystem and across platform teams. It will also involve managing teams, coaching managers and individual contributors, defining team priorities, and developing the organization.
Making sure you fit the guidelines as an applicant for this role is essential, please read the below carefully. Responsibilities
Strong people manager : Proven track record of leading successful teams. Develops and grows an exceptional team of CX professionals, prioritizes work to maximize effectiveness and impact.
Deep understanding of customer needs : Provides clear guidance on identifying customer needs, leads cross-functional experiments to test customer behavior, and influences data analysis to develop solutions. Champions curiosity about customer behavior by networking internally and externally.
Drives strategic thinking to optimize customer success : Uses customer segmentation, lifecycle stages, and attributes to inform strategies. Advocates for customers, creates exceptional experiences, and represents customer success in cross-functional leadership teams to drive data-driven improvements.
Champions data-backed storytelling : Teaches data system utilization, aligns processes to business needs, and translates Voice of the Customer insights into commercial success. Collaborates across functions to leverage quantitative and qualitative data.
Deliverables
Implement strategic practices aligned with Intuit’s values and organizational goals, empowering teams to deliver innovative solutions.
Coach teams on design thinking and process management to cultivate continuous improvement and modify processes for better customer outcomes.
Act as a role model for change management, managing stakeholder engagement and communicating change visions for successful transformations.
Handle high-complexity projects, establish strategies and execution plans, and make decisions impacting cross-functional priorities and outcomes.
Minimum Qualifications
7+ years in Customer Experience, including leadership in a matrixed, fast-paced environment, with experience in product/service experience development and revenue growth.
Strong understanding of customer behavior, segmentation, design thinking, and scientific methodologies, including mandatory A/B testing experience.
Analytical skills with examples of using data for insights, measurement, ROI analysis, and recommendations.
Customer champion with a product management or experience design background, ideally in SaaS, Self-Help, or CRM environments.
Experience managing or collaborating with customer support organizations and operations.
Excellent communication skills, both verbal and written.
Ability to lead by example at strategic and tactical levels.
Analytical, creative problem solver with strong business judgment.
Deep curiosity and desire to learn.
Bachelor’s degree required; MBA preferred.
#J-18808-Ljbffr
Making sure you fit the guidelines as an applicant for this role is essential, please read the below carefully. Responsibilities
Strong people manager : Proven track record of leading successful teams. Develops and grows an exceptional team of CX professionals, prioritizes work to maximize effectiveness and impact.
Deep understanding of customer needs : Provides clear guidance on identifying customer needs, leads cross-functional experiments to test customer behavior, and influences data analysis to develop solutions. Champions curiosity about customer behavior by networking internally and externally.
Drives strategic thinking to optimize customer success : Uses customer segmentation, lifecycle stages, and attributes to inform strategies. Advocates for customers, creates exceptional experiences, and represents customer success in cross-functional leadership teams to drive data-driven improvements.
Champions data-backed storytelling : Teaches data system utilization, aligns processes to business needs, and translates Voice of the Customer insights into commercial success. Collaborates across functions to leverage quantitative and qualitative data.
Deliverables
Implement strategic practices aligned with Intuit’s values and organizational goals, empowering teams to deliver innovative solutions.
Coach teams on design thinking and process management to cultivate continuous improvement and modify processes for better customer outcomes.
Act as a role model for change management, managing stakeholder engagement and communicating change visions for successful transformations.
Handle high-complexity projects, establish strategies and execution plans, and make decisions impacting cross-functional priorities and outcomes.
Minimum Qualifications
7+ years in Customer Experience, including leadership in a matrixed, fast-paced environment, with experience in product/service experience development and revenue growth.
Strong understanding of customer behavior, segmentation, design thinking, and scientific methodologies, including mandatory A/B testing experience.
Analytical skills with examples of using data for insights, measurement, ROI analysis, and recommendations.
Customer champion with a product management or experience design background, ideally in SaaS, Self-Help, or CRM environments.
Experience managing or collaborating with customer support organizations and operations.
Excellent communication skills, both verbal and written.
Ability to lead by example at strategic and tactical levels.
Analytical, creative problem solver with strong business judgment.
Deep curiosity and desire to learn.
Bachelor’s degree required; MBA preferred.
#J-18808-Ljbffr