Group Manager, Customer Experience (Assisted Services Growth)

About the Role

Key Responsibilities

• Develops and grows an exceptional team of CX professionals, prioritizes the team's work to maximize effectiveness and impact
• Provides clear direction to the team on identifying customer needs and leads experiments to test customer behavior
• Leads and influences cross-functional teams to analyze data and provide innovative solutions in complex situations
• Champions curiosity for customer behavior by networking internally and externally
• Drives strategic thinking to optimize customer success, product, and marketing efforts based on customer segments and lifecycle stages
• Advocates for customers and creates exceptional customer experiences
• Uses market research and Voice of the Customer insights to strategize and resolve barriers in customer experience
• Represents customer success and CX on cross-functional leadership teams, inspiring data-driven change
• Champions data-backed storytelling and teaches others to use systems and ensure processes are aligned with business needs
• Works closely with other craft areas and functions to obtain data impacting product and service use
• Implements strategic practices aligned with Intuit's values and organizational goals
• Coaches others on leveraging design thinking and process management for continuous improvement
• Manages stakeholder engagement through effective change management practices
• Works on high-complexity projects, establishing strategy and execution plans independently
• Makes decisions impacting 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
• Experience in developing product/service experiences and driving revenue & customer growth
• Strong understanding of customer behavior, consumer segmentation, and use of design thinking and scientific methodologies (A/B testing experience mandatory)
• Robust analytical and problem-solving skills with active use of data for insights, measurement, ROI analysis, and recommendations
• Customer champion with a design mindset and strengths in product management or experience design (preferably with SaaS, Self-Help, or CRM environments)
• Experience managing or working with customer support organizations and operations (direct or via BPO)
• Excellent verbal, written, and interpersonal communication skills
• Ability to lead strategically and tactically, demonstrating business judgment
• Analytical orientation, creativity in problem solving, and deep curiosity to learn
• Exceptional interpersonal, communication, and presentation skills tailored to different audiences
• BA/BS required; MBA strongly preferred