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Senior Customer Experience Lead

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Intuit

1mo ago

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

AI generated summary

  • You need strong empathy for customer needs, data storytelling skills, strategic thinking, excellent communication, attention to detail, initiative, collaboration, critical problem-solving, and proficiency in Excel.
  • You will define customer experiences, analyze pain points, collaborate with cross-functional teams, communicate insights, and create journey maps to enhance customer satisfaction and drive solutions.

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 primary focus of the Senior Customer Experience Lead role?

The primary focus is to champion world-class customer experiences, ensuring that every experience is simple, easy, and intuitive for customers using Intuit QuickBooks offerings.

What skills and qualities are critical for success in this role?

Critical skills include understanding customer needs, data-backed storytelling, strategic thinking, excellent communication, attention to detail, and strong problem-solving abilities. Collaboration across teams and critical thinking are also essential.

How does the role contribute to customer experience improvements?

The role involves identifying areas of opportunity within the customer experience, conducting research on customer pain points, and proposing solutions based on data analysis, ultimately aimed at enhancing the overall customer journey.

What type of collaboration will the Senior Customer Experience Lead engage in?

The position requires close partnership with cross-functional teams, including product developers, designers, operations, risk, marketing, and customer support, to build innovative customer experiences.

What tools and software will be utilized in this role?

The role emphasizes proficiency in Microsoft Office, particularly Excel, as well as Google Docs and Slides, for data analysis and storytelling.

What kind of research will the Senior Customer Experience Lead conduct?

The Lead will conduct research to identify customer pain points, gather insights from various listening posts, and analyze data to develop hypotheses for improving the customer experience.

What type of mindset is expected from the Senior Customer Experience Lead?

A mindset of empathy and customer obsession is crucial, as well as the ability to think strategically and challenge the status quo to define engaging customer experiences.

How are actions prioritized in this role?

Actions are prioritized based on proven frameworks, addressing the most impactful issues, and keeping the competitive landscape in mind to enhance customer experience.

What are the expectations regarding deadlines and accountability?

The Lead is expected to set and meet deadlines, take ownership of their actions, and hold themselves accountable while being a reliable team player.

How does the role ensure continuous improvement in customer experience?

By gathering customer insights, analyzing data trends, recommending process changes, and actively seeking feedback from the Voice of the Customer and Employee, the Lead drives ongoing improvements.

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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.