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Director of CX, Experience Management, Small Business and Self Employed Group - Customer Success

Company: Intuit
Location: San Diego
Posted on: May 16, 2022

Job Description:


As Director of Intuit's Customer Experience team, you will be responsible for building and leading a customer experience 'practice' to drive innovation in the way that we work, serve our customers and build our offerings. All aspects of help and support experience delivery for customers using QuickBooks products & services are in scope. The role will play a pivotal part in helping us stand out from the crowd for the services that we provide. This team will need to be 'in the game' staying close to our customers and teams to really understand what matters to them, how well we deliver on this and how we empower our people to excel in everything that they do. You will also provide operational and thought leadership by setting strategy, developing priorities and managing programs that drive a highly effective and efficient organization, through the removal of waste, eliminating customer friction and driving customer advocacy. Our end to end approach to customer experience is what will accelerate Customer Success becoming an organizational strategic enabler versus a cost center.

What you'll bring

A critical element of your role will be to create a well-integrated and highly effective team, partnering across multiple geographies, teams and segments. You will ensure an engaged workforce through frequent communication, goal setting, performance management and creating a positive environment of trust, transparency and clear expectations.

proven track record of success and significant experience in a fast-paced organization, leading customer centric operations and teams. The ideal candidate is a:

  • Team & Talent Builder: Has substantial senior leadership experience, managing senior level employees and/or other managers. A talent steward with a proven history of hiring, managing and developing high performing and highly engaged teams. Can coach and train others within teams and across the organization about the importance of curiosity in bold, large scale problems.
  • Boundaryless Leader: Cross-functional leadership experience, partnering to influence different functions at all levels. Experience working with a US based, multi-national company would be an asset. Can create alliances with other leaders across the organization to ensure solutions are backed up with data and being implemented with a systemic and strategic approach.
  • Strategic Thinking: Defines the overall strategy to ensure business growth and utilizes powerful messages to lead and promote a culture focused on problem solving. Uses external expertise, data and network to ensure best practices and trends are being leveraged.
  • Product Management & Experience Design Expert: Customer champion with a design mindset and demonstrated strengths in product management or experience design (ideally with SaaS, Self-Help, or CRM environment). Have led the creation of online experiences (from concept through production).
  • Business Leader: Business acumen with proven ability to deliver programs that accelerate organizational growth objectives. Must possess experience in developing clear compelling business cases that support prioritization of work. Aligns teams and initiatives around the organization to our short, medium and long term business goals.
  • Customer Service & Support Expert: Demonstrated strength managing or working with customer support organizations and operations (direct or via BPO).
  • Change Leader: Experience in a dynamic work environment, managing and executing complex system and organizational change initiatives.
  • Communicator: Excellent written and verbal communication skills including an ability to communicate complex issues simply. Proficient in MS Word, Excel, and PowerPoint.
    As this role has a global mandate and may be required as well as occasional meetings outside of business hours.

    How you will lead

    You will lead teams that are based primarily in the US; however, may have team members in any of our International markets. Your role will involve the following key areas:

    • Build and execute a vision for Customer Experience that is aligned to our strategic customer segments' expectations and goals, for seamless, transparent and frictionless experiences that sustain mutual growth
    • Lead, organize and scale the Customer Experience practice within the organization. The team will be accountable for our Voice of Customer (VOC) Feedback Loop: Leading the elimination of pain points/friction and optimizing our customer experiences. This includes aggregating quantitative and qualitative insights, and collaborating with marketing, product development and product management to build, fix and enhance our products, policies, and communication.Uses advocacy and inquiry to disrupt and challenge the status quo, proposing broad and strategic solutions to ensure product design eliminate friction and provide the best possible experience.
    • Support customer-facing teams to identify, synthesize and prioritize VOC and VOE data, building business cases for change. These will be data backed and show clear employee, customer and shareholder impacts
    • Establish business goals to deliver our vision through customer and employee measures moving Customer Success from a cost center mentality to a strategic enabler that is why customers choose QuickBooks
    • Collaborate with Product, Engineering and UX teams to embed customer and employee data to remove root cause issues that drive poor experiences and low advocacy.
    • Lead and partner in programs and sprints to conceptualize, design and operationalize exceptional employee and customer experiences that deliver our True North Goals
    • Stay on top of industry leading trends
    • Collaborate with all markets to understand localization challenges and facilitate a true global approach to systemic change that drives up customer measures of success and shareholder value. This strategy will also support our mission to be the team that drives customer advocacy and growth in all our markets; globally.
    • Own and lead the application of customer measurement dashboards that weave into the global CX planning process to ensure data backed decisions are made. Customer Success data is what drives our strategic decisions in brand, price, product and service.
    • Partner with Intuit Customer Success Teams to build end to end customer journeys and data sets to drive systemic and customer level improvements.
      This position will report to the VP of Customer Success and sits on a cross-functional Global Leadership Team. You will contribute to the strategic plans and associated products and services, proactively collaborating with Product Management, Marketing and Sales leaders to drive growth. You will lead a "customer-first" culture and mindset across the organization, which places emphasis on delighting customers in everything that we do.

Keywords: Intuit, San Diego , Director of CX, Experience Management, Small Business and Self Employed Group - Customer Success, Executive , San Diego, California

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