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Senior Customer Experience Specialist
2 months ago
Are you customer obsessed? Passionate about creating seamless, delightful customer experiences? Do you have expertise in mapping journeys and identifying and resolving customer-experience pain points? If you answered yes, then this may be the role for you Intuit’s Consumer Group is seeking a Senior Customer Experience Specialist to focus on refining existing customer experiences and creating delightful new customer experiences for CK members who file their taxes with TurboTax. The successful candidate will work to map the ideal state journeys, identify pain points, and design solutions to ensure customers get back on track quickly. If you have a strong background in customer experience and are eager to make a big impact with a fast-moving, innovative company that cares deeply for its customers, we encourage you to apply Responsibilities Map Customer Journeys: You’ll study and document the various happy and unhappy paths customers travel as they move from Credit Karma to TurboTax. You’ll identify and diagnose friction points by doing customer research and using our products yourself. Then you’ll partner with product managers, staffing operations, learning and development, and service delivery to make data-backed recommendations for getting customers back on a happy path. Test New Experiences: After identifying concrete customer problems, you’ll form hypotheses for resolving these problems. In partnership with analytics teams, you’ll make a business case for testing new customer experiences. You’ll then take a lead role in the execution of tests, the success of which will translate to business growth or expense reduction. Innovate: You won’t wait to be told what to do. You lead with curiosity, taking initiative and asking yourself, “What could we build or do to eliminate this friction?” With market research and VOC data, you’ll take a lead role in defining, designing, testing, and implementing solutions that align with Intuit’s goals. Take Initiative: You’ll speak up, ask questions to better understand, and drive initiatives comprising cross-functional teams. Influence: You’ll build strong cross-functional relationships, present your ideas and share your outcomes with leadership, draft strategic white papers, and create cross-functional alignment. Follow through: You’ll commit to deliverables and follow through. Minimum Requirements A customer-obsessed candidate with at least five years of experience as a customer experience specialist or product manager. Someone who thrives in an incredibly fast-paced, data-driven environment. An excellent writer and communicator who is comfortable talking with customers, front-line experts, as well as executives. A person who sweats the details and has a track record of collaborating cross-functionally. A customer empath who loves to solve tough customer problems. Startup experience is a plus. #J-18808-Ljbffr
