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Senior Customer Experience Strategist

2 months ago

San Diego, California, United States Intuit Full time

About Intuit

Intuit is a global financial technology company that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper.

Our Mission

We never stop working to find new, innovative ways to make that possible. Our mission is to deliver exceptional customer experiences that drive sustained customer and business growth.

Job Summary

We are seeking a Senior Customer Experience Strategist to join our team. As a key member of our customer experience organization, you will be responsible for developing and implementing customer experience strategies that drive business growth and customer satisfaction.

Key Responsibilities

  • Strategic Thinker and Business Partner
    • Supports the translation of business strategy into customer experience projects and programs
    • Stays close to the customer, competitive landscape, and industry trends on QuickBooks and connected ecosystem to bring unique differentiation to the business and customer experiences
    • Gathers industry best practices to gain outside-in perspective to inform customer experience improvements
    • Deeply understands and communicates problems/opportunities to solve in the short and long term. Uses frameworks to prioritize the work that will have the most impact.
    • Owns recommending solutions and influencing decisions to deliver better customer experiences that also drive sustained customer and business growth
    • Serves as a key business partner to cross-functional leaders to educate and champion improved E2E customer experiences
  • Customer Insights and Understanding
    • Researches and analyzes customer behaviors, objectives, and trends to build customer personas that inform business decisions
    • Analyzes customer data from multiple listening posts across the entire customer journey
    • Builds a listening scale program as the primary Customer Experience practice leader within your group/segment. You will be accountable for our Voice of Customer (VOC) Feedback Loop: Leading the elimination of pain points/friction and optimizing our customer. This includes aggregating quantitative and qualitative insights and collaborating with cross-functional partners to build, fix, and enhance our products, policies, and communication.
    • Connects customer insights across key touch points to recommend actionable solutions
    • Experience design and advocacy - has an end-to-end mindset, understands customer behavior and needs, can develop personas and journey maps, defines 'as is' and 'to be' processes and journeys, acts as a product and services champion
    • Conducts research to identify customer pain points and drives experiments to develop hypotheses and propose successful solutions
    • Champions a true curiosity for customer behavior by networking internally and externally to understand their needs from a broader perspective
    • Builds end-to-end customer journeys and data sets to drive systemic and customer-level improvements
    • Applies market research and VoC insights to strategize and resolve barriers when defining target-state customer experiences and defining requirements
    • Drives customer-experience programs and sprints to conceptualize, design, and operationalize exceptional employee and customer experiences that deliver our True North Goals
    • Has an advanced understanding of the Voice of the Customer and Employee and is able to translate that into our commercial success
    • Introduces unique and innovative design solutions to eliminate friction and introduce delight throughout our product & expert experiences that deliver customer/business outcomes
  • Driving Action Through Storytelling
    • Creates persuasive stories that connect CX initiatives with desired outcomes.
    • Communicates recommendations to relevant stakeholders that guide the implementation of initiatives to address customer needs.
    • Coordinates cross-functional collaboration with multiple teams to implement solutions that address customer expectations.
    • Conducts data analysis to form actionable insights, leveraging quantitative and qualitative research, is a customer advocate in every situation, is an expert with operational data, links experience back to business results.
    • Identifies, synthesizes, and prioritizes Voice of the Customer and Employee data, building business cases for change that will show clear employee, customer, and shareholder impacts.
    • Evaluates dashboard data reports to identify trends and insights related to data and effectively communicates to stakeholders; advocates for improved data, infrastructure.
    • Utilizes diverse methodologies to solve difficult problems and leverages expertise and relationships to successfully influence prioritization and solution implementation.
  • Operational Excellence & Change Leadership
    • Partners with peers across the organization to build and maintain a wide range of operational processes, data quality, reporting, technology infrastructure, and more.
    • Builds and improves CX processes, tools, technology, deliverables, and engagement methods to deliver improved CX impact for our customer.
    • Role models change management best practices, managing stakeholder engagement by communicating a change vision and helping execute successful transformation change.

What We Offer

Intuit provides a competitive compensation package with a strong pay-for-performance rewards approach. The expected base pay range for this position is Bay Area California $, Southern California $. This position will be eligible for a cash bonus, equity rewards, and benefits, in accordance with our applicable plans and programs. Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing pay equity for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.