Senior Customer Experience Strategist

5 days ago


San Diego, California, United States Intuit Full time
Customer Success Experience Manager

At Intuit, we're committed to delivering exceptional customer experiences that drive business growth and customer satisfaction. As a Customer Success Experience Manager, you'll play a critical role in designing and implementing end-to-end support experiences that meet the evolving needs of our customers.

Key Responsibilities:
  • Design and ideate assisted support models that deliver personalized experiences for our customers.
  • Develop expert personas with optimal skill sets to drive customer satisfaction and business outcomes.
  • Drive hypothesis-driven experimentation to optimize existing offerings and improve customer experiences.
  • Define operational requirements for human-assisted offerings, including strategic prioritization, channel offerings, routing, and workforce strategy.
  • Design human-assisted experience workflows to deliver customer benefits while driving consistent and efficient outcomes.
  • Develop and optimize labor strategies to deliver operational and quality outcomes within the business cost envelope.
  • Define critical human-assisted business unit performance KPIs to monitor customer benefit and business unit performance.
Requirements:
  • 5+ years of professional experience designing and launching services focusing on people, process, and technology.
  • 5+ years of experience leading high-performing teams to deliver world-class experience designs.
  • Relevant bachelor's degree from a 4-year college or university, or equivalent experience.
  • Deep expertise in design thinking, customer journey mapping, service blueprints, and continuous service improvement methodologies.
  • Solid understanding of project management principles and practices.
  • Experience using collaborative design tools such as Mural, Figma, or similar.
What We Offer:

As a Customer Success Experience Manager at Intuit, you'll have the opportunity to work with a talented team of professionals who share your passion for delivering exceptional customer experiences. We offer a dynamic and supportive work environment, competitive compensation and benefits, and opportunities for growth and development.



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