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Customer Experience Designer
Location(s): London, United KingdomCompany Overview
Intuit is the global financial technology platform 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. We never stop working to find new, innovative ways to make that possible.
Job Overview
Intuit is a mission-driven, global financial platform company that gives everyone the opportunity to prosper. We are using technology to build solutions to challenging financial problems for millions of people around the world.
The Customer Success team delivers award winning service and support experiences to small business owners and accountants using our products, including QuickBooks Online, QuickBooks Advanced, QuickBooks Online Accountant, and QuickBooks Payroll.
Intuit Customer Success is on a transformational journey to be a key driver of value for our customers and business. Joining the Customer Success team as a Customer Experience Designer, you will contribute to the development of our Voice of Customer programme.
Leveraging qualitative insights alongside contact driver and operational data points, you will identify and address / escalate opportunities to improve the service and product experience, through partnership with Customer Success and cross-functional stakeholders such as Product Management. You will map ‘as is’ and design future state experiences for customers that drive retention and growth through our ecosystem of products and services.
This role is an individual contributor partnering with the Customer Success ecosystem: Service Management, L&D, Incident Management, Change Management as well as our outsourced partners who deliver the support experiences to our customers. You will also work with key stakeholders across Marketing, Sales and Product.
Your impact will be measured by the impact of the experience improvement initiatives you drive through actionable insights to deliver our core customer success metrics, including tNPS, retention and growth.
Qualifications
- Experience surfacing actionable insights through the analysis of quantitative and qualitative CX and VOC/E data
- Strong understanding of customer feedback sources and how to bring these together to provide a holistic customer voice
- Customer profiling, journey mapping and design experience
- Ability to work in a cross-functional team, using design thinking to build empathy for customers
- Understanding of the service and support setting in a tech company
- A strong portfolio of service and/or experience designs that have led to impactful customer experience improvement outcomes
- Demonstrate business acumen in driving commercial impact through the service and support ecosystem
EXPERIENCE & QUALIFICATIONS
- Extensive experience in a customer experience as well as service / process design role - ideally in a fast-paced tech company or management consultancy
- Demonstrated experience in providing CX insights and/or VoC insights across a large organisation
- A bachelor's degree, with qualifications in marketing, communications, advertising, business management, or other relevant field - preferred
Responsibilities
Understand the customer
- Through data analysis, customer journey mapping and your own observations gathered through regular exposure with our frontline teams, develop a deep understanding of our customers, why they contact support, their experience of our digital self-serve and human support services
- Have a strong grasp of qualitative and quantitative research methods to surface customer pain points and needs throughout the support experience
- Produce regular insights and reports using large data sets to identify trends and observations which are impacting the customer journey, from VoC and wider data sources
- Demonstrate critical thinking and ideation of continuous improvement opportunities and/or new experiments to create world class customer experiences and achieve business outcomes
Design experiences
- Lead workshops with key stakeholders to facilitate mapping ‘as is’ and ‘to be’ customer journeys
- Tell compelling stories that help build empathy with customer pain points and an appreciation for any underlying product or process constraints
- Use data to communicate the value of different service designs, and ensure appropriate monitoring, reporting and alerting is in place to measure impact
- Analyse and identify cost saving opportunities, whilst implementing best practice service design
- Own creation of high quality service design deliverables:
- Playbooks to iterate and optimise the current support experience, outlining customer personas, experience and process maps, and how we would execute on the improvements e.g. workforce strategy, channel mix, budget impact, measures of success etc.
- Playbooks for new experiments or one off initiatives (e.g. new product launches) to improve and personalise our customer experience, including a summary of the experiment that will be run, how we will operationalise the experiment/launch, desired outcomes etc.
- Support and influence decision making through scenario planning, risk analysis, and strategic foresight
- Work with internal teams in Customer Success and across business functions such as marketing, sales, product development, finance, UX etc. to ensure that gaps in the customer experience are plugged
Understand the business
- Have a deep comprehension of omni-channel customer support operational frameworks
- Design experiences that deliver customer revenue growth
- Make recommendations that solve for employees, customers, and shareholders by balancing bold innovation with understanding of Intuit systems, processes, policies and metrics to ensure feasibility of implementation
"When I encounter a technical problem, I feel driven to find a solution that is simple, human, and easy to understand."
"It’s important to always strive for improvement, even if you’re already in a good place."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
"Designing at Intuit feels special because we're not just making things to make things. We're tackling real, consequential financial problems voiced by small businesses, self-employed, and individuals around the world. I'm grateful to have such a worthy and motivating mission when I go to work – powering prosperity around the world."
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"By feeding our customers' data through machine learning algorithms, we uncover valuable insights that empower millions of customers to feel more confident about their financial future."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
"We use the latest Native frameworks for iOS and Android to deliver a truly delightful mobile-first experience for our customers. I love that we're enabling millions of customers to improve their financial health, all under a world-class mobile experience."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"It's a great feeling knowing that when you push out a new feature or fix, our customers notice it and really love the work that we do! Here at Intuit, not only do we have the freedom to work with the newest technologies, but we value solving challenging financial problems for our customers above everything else."
"One of my favorite aspects of this role is that my work is helping small business owners achieve their business goals by solving complex financial problems. It's gratifying to know that the work that I'm doing directly impacts consumers and makes their lives easier so that they can focus their energy on growing their business."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Hear from our employees
Conrad De Peuter
Senior Data Scientist - Machine Learning Futures Group
Conrad leverages tools like natural language processing and machine learning to help tax analysts and small business owners use TurboTax and QuickBooks more efficiently. For Conrad, Intuit is a great place to learn, grow, and take full ownership of your career path.
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