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Staff Customer Experience, Onboarding Product Specialist
2 months ago
We are seeking a highly skilled Staff Customer Experience, Onboarding Product Specialist to join our team at Intuit. As a key member of our Small Business & Self-Employed Group (SBSEG) Customer Experience Growth & Retention team, you will be responsible for developing and implementing product onboarding strategies that drive customer growth and retention.
Key Responsibilities- Customer Experience Expertise: Develop deep empathy and understanding of our customers and their struggles as they get started with our portfolio of products, and find solutions to help solve their biggest needs.
- Strategic Planning: Develop and use customer segmentation to deliver innovative and personalized service experiences, translating deep customer insights into innovative, bold strategies that deliver retention, customer growth and revenue growth.
- Business Growth: Drive new business growth opportunities leveraging onboarding services to drive ongoing growth and retention.
- Research and Experimentation: Conduct research and in-market experiments to deliver data-backed recommendations for net new onboarding experiences using our portfolio of product and bookkeeping experts.
- Personalized Service: Design personalized service experiences, backed by data and in-depth research, leveraging AI/ ML-driven targeted interventions.
- Operational Efficiency: Find new ways to leverage the services provided by our product and customer support/bookkeepers to create an onboarding experience with healthy economics, optimizing the labor model and increasing overall revenue for the business.
- Expert Partnership: Understand the pain points and needs of our experts to deliver a two-way experience that drives a great experience for the experts who deliver for our customers.
- Collaboration: Partner with Product, Research, Design, Marketing, Finance and Data teams in a highly matrixed organization to innovate and A/B test new customer experiences and influence the product/service roadmap.
- Business Analysis: Actively analyze business and test data to generate insights and make informed decisions that drive business results.
- 8-10 years of Product Marketing, Product or CX strategy experience, including leading in a highly matrixed, cross-functional and fast-moving environment, developing product/service experiences and driving revenue & customer growth.
- Strong acumen in understanding customer behavior with experience in consumer segmentation and using design thinking and scientific methodologies to inform decision making; A/B testing experience is a mandatory.
- Robust analytical and problem-solving skills with clear examples of using data actively for customer insights, measurement, ROI analysis and recommendations.
- Customer champion with a design mindset and demonstrated strengths in product management or experience design (ideally with SaaS, Self-Help, or CRM environment). Have led the creation of online experiences (from concept through production).
- Customer Service & Support Expert: Demonstrated strength managing or working with customer support organizations and operations (direct or via BPO).
- Excellent verbal, written, and interpersonal communication skills.
- Have the ability to roll-up sleeves and lead by example at both strategic and tactical levels.
- BA/BS required, MBA strongly preferred or equivalent work experience.
