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Senior Customer Experience Lead
Location(s): Mountain View, California; San Diego, CaliforniaCompany 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
Join the Small Business & Self-Employed Group (SBSEG) Customer Experience Growth & Retention team as the Sr. Customer Experience Manager responsible for the Smart Expert Recommendations (SER) program.
We are looking for a customer-obsessed leader to create new experiences that will use the power of our ecosystem of products and people-based services to drive growth for the business and add value to our customer experience. This leader will help identify and validate new experiences to help our various customer segments utilize their QuickBooks products to their greatest potential. You will partner with other functions including Expert Delivery and Design, Digital Experiences, Marketing, Sales, Expert Network Platform, Product Management, PD, Content & Design and Analytics to ensure we offer the QuickBooks ecosystem value to customers to help them run and grow their business.
Qualifications
- 7+ years’ experience in a services-based industry or SaaS organization, influencing customer experience management in Customer Success, Product, Marketing or similar functions
- Experience leading cross-functional programs that focus on delivering measurable business outcomes and value. Has driven organizations through rapid growth and understands the criticality of operational excellence, with direct and dotted-line management
- Strong research and analytical capability with experience in segmentation and using design thinking and scientific methodologies to inform decision-making; A/B testing experience is a mandatory
- Business Leader: business acumen with a proven ability to deliver programs that accelerate organizational growth objectives. Must possess experience in developing clear compelling business cases that support prioritization of work
- Customer Service & Support Expert: demonstrated strength in managing or working with customer support organizations and operations
- Communicator: excellent written and verbal communication skills including an ability to communicate complex issues
- BA/BS required; MBA strongly preferred.
Responsibilities
- Continuously build deep empathy and understanding of our experts, end customers (small businesses) and their struggles as they use our portfolio of products, and find solutions to help solve their biggest needs
- Find business leverage the experts and enable them (via software/tools/training) to increase revenue for the business
- Develop and use customer segmentation to deliver personalized experiences, backed by data and in-depth research, leveraging AI/ML-driven targeted interventions
- Conduct research and in-market experiments to deliver data-backed recommendations in Expert-led experiences using our expert channels to deliver solutions to our customers that help them grow their businesses and save time
- Manage the development of customer expert insights to find innovative ways to educate/train them and keep the SER program top of mind (contests, swag etc.)
- Manage the expansion/customization of the SER program - via customer segment customization (MM/Onboarding...), integration with other platforms (MailChimp experts + TurboTax experts) and geographical expansion
- Innovative and personalized customer experiences, translating deep customer insights into innovative, bold strategies that deliver retention, customer growth and revenue growth
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 $151000 - 205000, Southern California $139000 - 188000. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). 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.
"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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