Senior Customer Experience Specialist
1 month ago
Do you have a passion for growing new businesses and building awesome customer experiences?
Intuit is disrupting in-person expert financial services with fast-growing brands like TurboTax Live and Quickbooks Live, which has created an exciting opportunity for a data-driven customer experience leader to drive business growth and enhance profitability by using impactful insights to drive customer experience decisions, technology roadmaps, and product design.
As the Senior Customer Experience Leader for Live Services in the Consumer Group, you will be an individual contributor a strong cross-functional leadership position to formulate and drive growth initiatives for Live Services, such as TurboTax Live, TurboTax Live Full Service, and TurboTax Live for Business - Intuit’s fastest-growing product lines.
What you'll bring
5+ years of experience working as a product manager or customer experience leader
Startup experience is a bonus
Seeks out and capitalizes on opportunities for change that enhance the business and customer experience, rather than reacting to circumstances
Experience as a business partner for senior leaders; comfortable distilling complex data into a simple storyline
Excited to mentor cross-functional team members and develop talent
Insatiable curiosity backed up by the intelligence and drive to seek out key information
Outstanding communication skills: ability to tell stories with data, educate effectively, and instill confidence, motivating stakeholders to act on recommendations
Excellent problem-solving skills and end to end quantitative thinking
Ability to manage multiple projects simultaneously to meet objectives and key deadlines
How you will lead
Drive Business Initiatives: You will own critical initiatives with high visibility to Consumer Group leadership, to achieve conversion, quality, and efficiency of our Live Service products. To achieve these outcomes, you will collaborate with leadership, analytics teams, and operating teams across the business, ensuring we are using the best possible data and evidence to formulate and execute key initiatives. You will guide critical decisions with a curious mind, using judgment and data in equal parts, inspiring cross-functional partners to action, and relentlessly driving an execution plan to ensure success of key objectives.
Advocate for the customer experience: Our growth depends on customers choosing to use our products and services, out of a marketplace with many competitors. You will ensure customers continue to choose our products by staying close to the pulse of the customer experience and using the insights you gain to drive decisions that will continue to delight customers. You’ll maintain a high sense of curiosity and seek out listening posts such as surveys, reviews, conversion dashboards, etc.; and partner with teams such as User Research and Market Research. Where we have gaps in our understanding, you’ll work with teams to develop new listening posts and advance our capabilities.
Develop high-performing mission teams: Because the initiatives you drive will have large scope and impact, you will need to develop strong relationships with other functions such as analytics, operations, product development, and marketing. The trust and shared context that you build with your partners will give you a platform to execute quickly and achieve critical outcomes. You will always be looking around the corner to identify dependencies and resource gaps and working to close them proactively.
Our Culture
Get ready to grow – you’ll be challenged to think bolder, move faster, and have a bigger impact on this transformative offering. You’ll develop deep partnerships with an amazing group of collaborative and creative designers, marketing and product managers, engineers, tax experts, analysts and operators dedicated to our mission, which will make everyday a rich and fun learning experience.
EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.
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