Staff Customer Experience Professional

Intuit

San Diego, CA

Full Time

Senior

14 days ago

Job Description

About the Role

Intuit is disrupting in-person expert financial services with fast-growing brands like TurboTax Live and Quickbooks Live, creating an exciting opportunity for a data-driven customer experience leader to drive business growth and enhance profitability by using impactful insights to inform customer experience decisions, technology roadmaps, and product design. The role of the Staff Customer Experience Professional for Live Services in the Consumer Group involves formulating and driving growth initiatives for key product lines, acting as an individual contributor with a strong cross-functional leadership presence.

Key Responsibilities

Drive Business Initiatives: Own critical initiatives with high visibility to Consumer Group leadership to achieve conversion, quality, and efficiency of Live Service products. Collaborate with leadership, analytics teams, and operating teams to use data and evidence for formulating and executing key initiatives. Guide critical decisions with curiosity, judgment, and data, inspiring cross-functional partners to action and ensuring successful execution of objectives.
Advocate for the customer experience: Stay close to the pulse of the customer experience through surveys, reviews, conversion dashboards, and partner with User Research and Market Research teams. Develop new listening posts and advance capabilities where gaps exist to ensure customers continue to choose our products.
Develop high-performing mission teams: Build strong relationships with functions such as analytics, operations, product development, and marketing. Establish trust and shared context to enable quick execution, identify dependencies and resource gaps proactively, and work to close them.

Requirements

5+ years of experience working as a product manager or customer experience leader
Experience as a business partner for senior leaders and the ability to distill complex data into a simple storyline
Outstanding communication skills: ability to tell stories with data, educate effectively, and motivate stakeholders
Excellent problem solving skills and end-to-end quantitative thinking
Ability to manage multiple projects simultaneously to meet objectives and deadlines
Seeks out and capitalizes on opportunities for change that enhance the business and customer experience
Experience in startup environments is a bonus
Mentoring cross-functional team members and developing talent
Insatiable curiosity backed by intelligence and drive to seek out key information