Customer Experience Strategist

2 weeks ago


San Diego, California, United States Intuit Full time
About the Role

We are seeking a highly skilled Customer Experience Strategist to join our team at Intuit. As a key member of our customer experience team, you will be responsible for crafting comprehensive service delivery designs that involve creating, conceptualizing, and documenting end-to-end support and service models.

Key Responsibilities
  • Develop Customer Experience Strategies: Assist in researching to develop customer experience strategies that align with business objectives, leveraging industry best practices and competitor insights.
  • Lead Service Design: Show curiosity to learn the relevant Intuit and competitor product suite and service offerings, and assist in researching insight from industry best practices.
  • Drive Strategic Thinking: Translate business strategy into well-defined customer experience strategies and programmatic efforts, understanding Intuit's competitive landscape, products, and service offerings to drive differentiated CX strategies.
  • Collect and Analyze Customer Insights: Display a natural curiosity to understand customer behaviors, objectives, and trends, collecting data points from various listening posts, and synthesizing customer needs, delighters, and pain points.
  • Communicate Effectively: Craft compelling stories that resonate with audiences, linking CX improvements directly to operational and business results, and facilitate collaboration amongst cross-functional teams to drive action that solves critical customer experience needs.
Requirements
  • Minimum of 5 years in Customer Experience, including leading in a highly matrixed, cross-functional, and fast-moving environment, developing product/service experiences, and driving revenue & customer growth.
  • Organizationally savvy, with good interpersonal effectiveness, influence, and ability to get things done through both formal and informal means.
  • Exceptional ability to collaborate, influence, mobilize, and energize key stakeholders and complex cross-functional teams to implement creative, innovative, best-in-class solutions.
  • Strong presence and compelling communicator across all levels of the organization to win hearts and minds.
  • Customer champion with a design mindset and demonstrated strengths in product management or experience design.
  • Robust analytical and problem-solving skills with clear examples of using data actively for customer insights, measurement, ROI analysis, and recommendations.
  • Strong acumen in understanding customer behavior and using design thinking and scientific methodologies to inform decision making.
What We Offer
  • A dynamic and innovative work environment that fosters collaboration and creativity.
  • Opportunities for professional growth and development in a rapidly evolving industry.
  • A commitment to diversity, equity, and inclusion, with a focus on creating a workplace that is welcoming and inclusive for all employees.


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