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Group Manager, Customer Experience

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

Job Description:


Join the Intuit Customer Experience Team within Customer Success as a Group Manager to help us build products and services that delight customers. We support small businesses, accountants, and self-employed individuals in the USA. We're looking to grow our team of talented individuals to help optimize our product experience combined with our support experience and help us ensure that we do this in the best way possible. It's an exciting time to be a part of this growing team as we are hiring multiple Group Manager roles that will align to our most critical segments (ie. Mid-Market, Accountant and Desktop).

As a Group Manager, 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 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.

What you'll bring

The ideal candidate is a:

  • Proven leader with a track record of success and significant experience in a fast-paced organization, leading customer-centric operations and teams.
  • 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.
  • 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.
  • Analytical leader: Have a keen eye on trends and a hunger for data. Ability to prove or disprove hypotheses by bringing the right data to the table.
  • 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 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 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 systems 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.
    How you will lead

    Your role will involve the following key areas:

    • Drive and execute the vision for Customer Experience excellence that is aligned to our strategic customer segments' expectations and goals, for seamless, transparent, and frictionless experiences that sustain mutual growth
    • Leverage best practices to guide customer strategy and future growth by cultivating customer affinity with Intuit programs/solutions that drive impact for the customer and establishing Intuit as a leader.
    • Serve as Point of Contact to business leaders for all things related to Customer Success. Act as the customer champion to highlight friction points and gaps to senior leaders within CS and product organization.
    • Partner with peers across CS organization and maintain a wide range of operational processes governing data, reporting, technology infrastructure, and more.
    • Lead, organize, and scale the Customer Experience practice within your group/segment. 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.
    • 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
    • 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 truly 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 an end to end customer journeys and data sets to drive systemic and customer level improvements
      This position will report to the Director of Customer Experience. You will lead a "customer-first" culture and mindset across the business segment, which emphasizes delighting customers in everything that we do.

Keywords: Intuit, San Diego , Group Manager, Customer Experience, Executive , San Diego, California

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