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Senior Customer Experience Professional -Workforce Solutions, Global Business Solutions Group
Location(s): Mountain View, California; San Diego, California; Tucson, ArizonaCompany 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
We are looking to add a Senior Customer Experience Specialist for our expanding Workforce Solutions portfolio which includes Payroll, Worker Management, Employer & Employee Applications, core capabilities and more.
This person thrives on changing the status quo and is laser-focused on making every experience simple, easy, and intuitive for our customers. We champion world-class customer experiences to power prosperity for our customers. Do you desire a job that fills you with a sense of meaning and purpose? Come join the GBSG Customer Success Team as a Customer Experience Leader. We are developing Intuit QuickBooks offerings through innovation and deep customer empathy.
This role reports to the GBSD Customer Experience Senior Manager for Workforce Solutions. This role can be based out of the following office locations: Mountain View, CA; San Diego, CA; or Tucson, AZ in a required hybrid role (2-3+ days/wk onsite).
Responsibilities
Strategic Thinker and business partner
- Supports the translation of business strategy into customer experience projects and programs
- Stay 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 understand and communicate problems/opportunities to solve in the short and long term. Use frameworks to prioritize the work that will have the most impact.
- Own recommending solutions and influencing decisions to deliver better customer experiences that also drive sustained customer and business growth
- Serve as a key business partner to cross-functional leader 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
- Conduct research to identify customer pain points and drives experiments to develop hypotheses and propose successful solutions
- Champion a true curiosity for customer behavior by networking internally and externally to understand their needs from a broader perspective
- Build end to end customer journeys and data sets to drive systemic and customer level improvements
- Apply market research and VoC insights to strategize and resolve barriers when defining target state customer experiences and defining requirements
- Drive customer-experience programs and sprints to conceptualize, design and operationalize exceptional employee and customer experiences that deliver our True North Goals
- Have 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.
- Conduct 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
- Identify, synthesize and prioritize Voice of the Customer and Employee data, building business cases for change that will show clear employee, customer, and shareholder impacts
- Evaluate dashboard data reports to identify trends and insights related to data and effectively communicate to stakeholders; advocate 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:
- Partner with peers across the organization to build and maintain a wide range of operational processes, data quality, reporting, technology infrastructure, and more
- Build and improve CX processes, tools, technology, deliverables and engagement methods to deliver improved CX impact for our customer
- Role model change management best practices, managing stakeholder engagement by communicating a change vision and helping execute successful transformation change
Qualifications
- 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.
- Directed or proactive ownership mindset able to take accountability to drive/influence change.
- Must have a strong presence and be a compelling communicator/storyteller (with quantitative & qualitative data) across all levels of the organization to win hearts and minds. Good listener and problem solver; solutions oriented and great at simplifying complex topics. Knows when to dive deep, and when to stay at a higher level. Must have a very strong pulse on the metrics driving the business
- Strong acumen in understanding customer behavior and using design thinking and scientific methodologies to inform decision making. Clearly exhibits a systems thinking mindset, and can apply the appropriate framework at the right time, or create a new one as needed
- Customer champion with a design mindset and demonstrated strengths in product management or experience design. Have led the creation of service experiences (from concept through production)
- Robust analytical and problem-solving skills with clear examples of using data actively for customer insights, measurement, ROI analysis and recommendations
- Bonus if experience with fintech, banking, capital/lending verticals
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 $133000 - 180000, Southern California $120000 - 162500. 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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