Group Manager, Customer Experience & Service Design (Live Services)

About the Role

Key Responsibilities

• Strong people manager with a proven track record of leading winning teams
• Develops and grows an exceptional team of CX professionals, prioritizes the team's work to maximize effectiveness and impact both at the individual and team level
• Deep understanding of customer needs
• Provides clear direction to the team on how to identify customers needs and uses a cross-functional approach to lead experiments that will test customer behavior and confirm hypotheses across craft areas and functions
• Leads and influences cross-functional teams to analyze data and provide innovative solutions in complex and difficult situations
• Champions a true curiosity for customer behavior by networking internally and externally to understand their needs from a broader perspective
• Drives strategic thinking to optimize customer success, product, and marketing efforts (inclusive of experimentation) for customer journeys, based on customer segments, lifecycle stages, and other critical customer attributes
• Advocates for customers and creates exceptional customer experiences
• Consistently applies market research and Voice of the Customer insights to strategize and resolve barriers when defining target state customer experiences
• Represents customer success and CX on cross-functional leadership teams and provides/inspires data-driven change around end-to-end customer experiences to improve customer and business outcomes
• Champions data-backed storytelling
• Teaches others to use systems and helps ensure processes are aligned to the business needs and up to date to facilitate the compilation of data
• Has an advanced understanding of the Voice of the Customer and Employee and is able to translate that into our commercial success
• Works 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
• Implements strategic practices aligned with Intuit's values and Customer Success organizational goals, empowering teams to deliver innovative solutions to meet customer and business needs
• Coaches others on how to leverage design thinking and process management 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
• Works on projects of high complexity
• Independently establishes strategy and execution plan for personal deliverables
• Makes decisions that impact cross functional priorities, strategy and outcomes

Requirements

• 7+ years of Customer Experience experience, including leading in a highly matrixed, cross-functional, and fast-moving environment, developing product/service experiences, and driving revenue & customer growth
• Strong acumen in understanding customer behavior with experience in consumer segmentation and using design thinking and scientific methodologies to inform decision making; A/B testing experience is a mandatory
• Robust analytical and problem-solving skills with clear examples of using data actively for customer insights, measurement, ROI analysis and recommendations
• Customer champion with a design mindset and demonstrated strengths in product management or experience design (ideally with SaaS, Self-Help, or CRM environment)
• Customer Service & Support Expert: Demonstrated strength managing or working with customer support organizations and operations (direct or via BPO)
• Excellent verbal, written, and interpersonal communication skills
• Ability to roll-up sleeves and lead by example at both strategic and tactical levels
• Analytical orientation, creativity in problem solving, with keen business judgment
• Strong intellectual curiosity and deep desire to learn
• Exceptional interpersonal, communication and presentation skills with the ability to tailor content for audience levels and channels
• BA/BS required; MBA strongly preferred

Nice to Have

• Experience with SaaS, Self-Help, or CRM environments
• Experience in design thinking and scientific methodologies
• Experience in A/B testing

Qualifications

• BA/BS degree
• MBA strongly preferred