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:
Overview
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
Didn't find what you're looking for? Search again!
Loading more jobs...