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Director Customer Success, Customer Experience Leader

Company: Intuit Inc.
Location: San Diego
Posted on: April 9, 2021

Job Description:

Recruitment Fraud Alert: Learn how to identify and safeguard against recruitment fraud here . Director Customer Success, Customer Experience Leader Intuit is a global technology platform that helps our customers and communities overcome their most important financial challenges. We help give over 50 million consumer, small business, and self-employed customers around the world the opportunity to prosper. Overview The Consumer Group is committed to transforming the mindset of our organization tochampion a culture where we are NEVER satisfied losing a customer. In order to dothis, we must change the hearts and minds of every employee to stay customercommitted and obsessed to deliver the benefits of complete confidence, more moneyand ease for every customer so there is never a reason for customers to leave us. Withthis in mind, we are recruiting for a seasoned executive leader as Director, CustomerSuccess to lead a horizontal Retention capability driving the growth strategy for our at-risk and win-back customer segments particularly applying customer successstrategies, service recovery programs, personalized offers and messaging withproactive interventions at known areas of defection in the customer lifecycle both in andout of product through data driven solutions. This executive leader partners with otherdedicated leaders from critical functions like Product, PD, Design, Data and Marketingto ensure we are collectively designing segment specific experiences both at the pointof need when they are engaging with our products and through proactive targetedoutreach when critical life events affect our customers' financial freedom at unexpectedmoments of truth in their life. What you'll bring A passion for delighting customers through data driven retention strategies leveraging innovative services experiences is the central theme of this role. We are looking for a customer obsessed proven leader with at least 5-10 years' experience in a services based industry or SaaS organization, with 10+ years in a leadership role influencing customer experience management in Customer Success, Product marketing, Lifecycle Marketing or similar functions Proven strong people and organizational leadership--- the ability to inspire an organization to deliver and champion awesome customer experiences...demonstrated success in building high performing teams including coaching leaders to higher levels of impact Exceptional change management leader that has driven organizations through rapid growth and understand the criticality of operational excellence. Proven ability to use customer-centric, data-driven insights to drive decisions that lead to superior customer experience Experience leading consumer facing programs that focus on delivering measurable business outcomes and value. Exceptional stakeholder management with ability to influence & partner with critical dependent cross functional teams to drive initiatives forward in a highly matrixed organization High energy level, with a bias for action and accountability. High degree of self-starting initiative and organization. Proven success in customer lifecycle marketing with a strong consumer focus How you will lead Responsible for managing a growth team made up of customer experience managers,business process analysts, service delivery mangers, business systems analysts aswell as dotted line dedicated cross functional leaders from Product, Design, Marketing,PD and Analytics. Accountable for leading one of the top growth priorities Never Lose aCustomer (NLAC) for CG's 3-year strategy delivering overall retention and reacquisitionoutcomes across our portfolio of 35M TurboTax customers cutting our annual customerattrition by half and driving net new customer growth through retaining and reacquiringpast customers resulting in over $500M in revenue in 3 years. This leader is alsoresponsible for determining the principles by which we test and deploy engagement andloyalty plays and LTV strategies. This leader owns the delivery and operationsframework for new services engagement models such as Service recovery, Proactivelifecycle engagement, reactivation and membership strategies as measured by tNPS,PRS, NPS, Retention, LTV, Resolution, Conversion, Abandon Rate, CPHC Reduction,engagement... all relative to best alternative. Hear from our employees 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. Culture and values Intuit's company culture is rooted in our core values, which promote an innovative and inclusive environment where diverse perspectives and new ideas are celebrated. People who give their best deserve the best in return. We offer rewards that include everything you'd expect, and even more that you wouldn't. Enjoy the best in class perks and benefits at Intuit. From set-up to sign-off, everything you need to know for a successful interview day with Intuit. Our culture and entrepreneurial spirit have earned us a spot on "Best Companies to Work For" lists year after year. Join us in our mission to power prosperity around the world. EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law. Intuit is proud to be an equal opportunity and affirmative action employer. We make employment decisions without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability status, pregnancy, or any other basis protected by federal, state or local law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please talk with your recruiter or send a request to TalentAcquisition@intuit.com. For more information, please read our EEO policy .

Keywords: Intuit Inc., San Diego , Director Customer Success, Customer Experience Leader, Executive , San Diego, California

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