Senior Customer Experience Strategist

4 weeks ago

Mountain View, California, United States Intuit Full time

Customer Experience Specialist Job Description

We are seeking a highly skilled Customer Experience Specialist to join our team at Intuit. As a key member of our Customer Experience Center of Excellence, you will play a critical role in building an insights infrastructure that drives business growth and customer satisfaction.

About the Role

This is an exceptional opportunity for a seasoned professional with a passion for customer experience to make a meaningful impact at Intuit. You will work closely with cross-functional teams to develop and implement customer-centric strategies that drive business results.

Key Responsibilities

  • Develop and implement customer experience strategies that drive business growth and customer satisfaction
  • Build and maintain operational processes, data quality, reporting, and technology infrastructure
  • Partner with peers across the organization to build and maintain operational processes, data quality, reporting, and technology infrastructure
  • Apply lead and lag indicators, including existing key performance indicators (KPIs) like PRS, tNPS, Customer Effort Score (CES), and implement development of measurement frameworks for CX
  • Document standards, governance, and data stewardship appropriately to create consistent sources of truth, processes, metric definitions, ensuring they are all aligned with business strategy
  • Implement process improvement, automation, development of analytic models, and other tools, including reports, dashboards, and data visualizations
  • Conduct analyses on business performance, take ownership, and proactively identify trends using a range of statistical methods
  • Prepare presentations to communicate results or models to both technical and non-technical stakeholders
  • Gather and 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

Requirements

  • 4 to 6+ years of experience in Customer Experience, Customer Insights, or Voice of Customer in an IT, SAAS, or Fortune 500 Company, including leading in a highly matrixed, cross-functional, and fast-moving environment
  • Experience with CX measurement and analytics with known methodologies and industry tools (i.e. Qualtrics, Medallia, Gainsight, etc) in CX such as customer sentiment, Voice of the Customer (VOC), survey infrastructure, measuring customer retention, trends in customer behavior
  • Experience managing global customer listening posts, such as NPS programs, closed-loop and/or transactional survey programs across key customer & partner journey moments
  • Knowledge across a variety of survey design and research methods, especially for CX applications
  • Robust analytical and problem-solving skills with clear examples of using data actively for customer insights, measurement, ROI analysis and recommendations
  • Business intelligence skills combining business analytics, data visualization, data mining, and other data infrastructure to help drive data-driven decisions
  • BA/BS required; Equivalent work experience considered; Masters Degree is a plus

What We Offer

At Intuit, we offer a dynamic and supportive work environment that fosters growth and development. We are committed to diversity, equity, and inclusion and strive to create a workplace where everyone feels valued and respected.

EOE AA M/F/Vet/Disability

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