Senior Customer Experience Strategist

2 weeks ago

Mountain View, California, United States Intuit Full time
Customer Success Specialist

Overview

The Customer Success team at Intuit is dedicated to delivering exceptional service and support experiences to accountants and small business owners using our products: QuickBooks Online, QuickBooks Accountant, QuickBooks Solopreneur, and QuickBooks Time. As a Customer Success Specialist, you will have the opportunity to work across the GBSG business to design and implement end-to-end support experiences across all human contact channels (digital and assisted human).

Your Key Responsibilities

  • Map and own the on-going management of the end-to-end customer journeys for our accountants and small business customers
  • Lead teams and partner with the Customer Success ecosystem: Customer Service, Customer Support, and Customer Operations
  • Work with key stakeholders across Marketing, Sales, and Product to drive business impact and customer satisfaction
  • Design and ideate e2e human experiences, assisted support models, and operational frameworks to deliver customer benefit and business outcomes
  • Drive hypothesis-driven experimentation on existing offerings to optimize customer experience and business results
  • Define critical human-assisted business unit performance KPIs to monitor and understand customer benefit and business unit performance
  • Design the strategic, holistic implementation roadmap of critical initiatives to ensure proper implementation and overall readiness for human-assisted offerings across the organization

What We're Looking For

  • 5+ years of professional experience with proven success designing and launching services focusing on people, process, and technology
  • 5+ years of experience leading high-performing teams to deliver world-class experience designs that deliver for customers through multiple channels
  • Relevant bachelor's degree from a 4-year college or university, or equivalent experience
  • Deep expertise in design thinking, human-centered design, customer journey mapping, service blueprints, and continuous service improvement methodologies
  • Solid understanding of project management principles and practices
  • Experience using Mural, Figma, or other collaborative design tools

How You Will Lead

  • Design and ideate e2e human experiences, assisted support models, and operational frameworks to deliver customer benefit and business outcomes
  • Drive hypothesis-driven experimentation on existing offerings to optimize customer experience and business results
  • Define critical human-assisted business unit performance KPIs to monitor and understand customer benefit and business unit performance
  • Design the strategic, holistic implementation roadmap of critical initiatives to ensure proper implementation and overall readiness for human-assisted offerings across the organization

What You'll Bring

  • 5+ years of professional experience with proven success designing and launching services focusing on people, process, and technology
  • 5+ years of experience leading high-performing teams to deliver world-class experience designs that deliver for customers through multiple channels
  • Relevant bachelor's degree from a 4-year college or university, or equivalent experience
  • Deep expertise in design thinking, human-centered design, customer journey mapping, service blueprints, and continuous service improvement methodologies
  • Solid understanding of project management principles and practices
  • Experience using Mural, Figma, or other collaborative design tools

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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