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Senior Customer Experience Lead

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Intuit

1mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Product
  • Toronto

AI generated summary

  • You need strong empathy for customer needs, data storytelling skills, an end-to-end mindset, strategic thinking, excellent communication, attention to detail, initiative, collaboration, and critical problem-solving.
  • You will define customer experiences, analyze pain points, collaborate with teams, evaluate data insights, and improve products while fostering customer empathy and enhancing stakeholder communication.

Requirements

  • Understanding customer needs - builds empathy, anticipates needs, uses root cause analysis and displays a natural curiosity
  • Data backed story telling - connects data points to form actionable insights, leverages quantitative and qualitative research, is a customer advocate in every situation, is an expert with operational data, links experience back to business results
  • Experience creative and advocacy - has an end to end mindset, understands customer behavior, can develop personas and journey maps, defines ‘as is’ and ‘to be’ processes and journeys, acts as a product and services champion
  • Strategic thinking - deconstruct problems to solve for the short term and long term, uses proven frameworks, priorities the work that matters most, understands the competitive landscape, brings an outside in perspective
  • Excellent communication and presentation skills; ability to communicate technical and business requirements
  • Strong attention to detail
  • Takes initiative and is a self-starter
  • Collaborative with all levels of the organization and across teams
  • Critical thinking and problem-solving skills
  • Gives closed loop feedback to internal stakeholders and outsourcing partners
  • Ability to derive sound, data-based theories for what is lying behind trends and insights
  • Ability to multitask and adapt to a rapidly changing environment
  • Microsoft Office, emphasis on Excel and Google Docs/Slides proficiency

Responsibilities

  • Be the thought leader and define engaging customer experiences
  • Deep dive and communicate identified areas of opportunity within the customer experience and product design
  • Influences project teams to ensure root causes and systemic issues are identified and treated
  • Conducts research to identify customer pain points and drives experiments to develop hypotheses and propose successful solutions
  • Frequently demonstrates a deep understanding of the customer and employee journey that challenge status quo
  • Evaluate dashboard data reports to identify trends and insights related to data
  • Gather & Develop Customer Insights from various listening posts and weave together with analytics, and often disparate data, to tell a compelling story that inspires impactful business outcomes
  • Stay close to the customer and industry trends on QuickBooks and connected ecosystem to bring unique differentiation to the business and customer experiences
  • Recommend actions and process changes to drive solutions to negative outliers or trends based on the data
  • Partner closely with the cross functional team (e.g., product developers, designers, operations, risk, marketing and customer support, etc.) to build innovative customer experiences
  • Deep customer empathy and decision making that demonstrates customer obsession
  • Improving products, processes, and solutions for both internal teams and customers
  • Communicating product changes and education to internal and external stakeholders
  • Proactively seeks insight on the Voice of the Customer and Employee
  • Creates Journey Maps highlighting the ideal end to end experience capturing all touchpoints

FAQs

What is the main focus of the Senior Customer Experience Lead position?

The main focus is to champion world-class customer experiences and enhance simplicity, ease, and intuitiveness in offerings for customers, with an emphasis on deep customer empathy and innovation.

What qualifications are necessary for this role?

Candidates should possess strong understanding of customer needs, data-backed storytelling skills, experience in customer advocacy, strategic thinking, excellent communication and presentation skills, attention to detail, and a collaborative nature.

What tools or software should candidates be proficient in?

Candidates should be proficient in Microsoft Office, particularly Excel, as well as Google Docs and Slides.

What is expected in terms of communication skills for this role?

Effective communication skills are crucial, including the ability to convey technical and business requirements clearly and deliver a compelling end-to-end story.

Is prior experience in strategic thinking necessary for this position?

Yes, candidates should have the ability to deconstruct problems for both short-term and long-term solutions, utilizing proven frameworks and understanding the competitive landscape.

How important is data analysis in this role?

Data analysis is critically important; the Senior Customer Experience Lead must connect data points to form actionable insights and evaluate trends related to customer experience.

Will the role involve collaboration with other teams?

Yes, the position requires close collaboration with cross-functional teams, including product developers, designers, operations, marketing, and customer support.

How does this role contribute to improving customer experiences?

The role involves identifying customer pain points, conducting research, driving experiments for solutions, developing journey maps, and recommending process changes based on data insights.

What kind of mindset is required for this position?

A proactive and initiative-taking mindset is essential, with a strong emphasis on ownership, accountability, and the ability to adapt to a rapidly changing environment.

Are there any specific expectations related to feedback in this role?

Yes, the role requires giving closed-loop feedback to internal stakeholders and outsourcing partners, as well as being open to receiving feedback for improvement.

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Intuit

The global financial technology platform that powers prosperity with TurboTax, Credit Karma, QuickBooks, and Mailchimp,.

Technology
Industry
10,001+
Employees
1983
Founded Year

Mission & Purpose

Intuit is a global technology platform that helps our customers and communities overcome their most important financial challenges. Serving millions of customers worldwide with TurboTax, QuickBooks, Credit Karma and Mailchimp, we believe that everyone should have the opportunity to prosper and we work tirelessly to find new, innovative ways to deliver on this belief. We encourage conversations on this page and will not delete comments that follow our terms of use. In order to keep this a safe community, the below posts may be removed: Repeated posts of the same content, spam or posts from fake accounts or profiles, offensive language or material, threats to others in the community, posts deliberately aimed to have a negative effect on the community or conversations.