Deep understanding of customer needs ○ Provides clear direction to the team on how to identify customers needs and uses a cross-functional approach to lead experiments that will test customer behavior and confirm hypotheses across craft areas and functions ○ Leads and influences cross-functional teams to analyze data and provide innovative solutions in complex and difficult situations ○ Champions a true curiosity for customer behavior by networking internally and externally to understand their needs from a broader perspective
Drives strategic thinking to optimize customer success , product, and marketing efforts (inclusive of experimentation) for customer journeys, based on customer segments, lifecyclestages, and other critical customer attributes ○ Advocates for customers and creates exceptional customer experiences ○ Consistently applies market research and Voice of the Customer insights to strategize and resolve barriers when defining target state customer experiences ○ Represents customer success and CX on cross-functional leadership teams and provides/inspires data-driven change around end-to-end customer experiences to improve customer and business outcomes
Champions data-backed storytelling ○ Teaches others to use systems and helps ensure processes are aligned to the business needs and up to date to facilitate the compilation of data ○ Has an advanced understanding of the Voice of the Customer and Employee and is able to translate that into our commercial success ○ Works closely with other craft areas and functions to obtain quantitative and qualitative data that will impact the use of our products and services from a cross-functional perspective
Deliverables:
Implements strategic practices aligned with Intuit’s values and Customer Success organizational goals, empowering teams to deliver innovative solutions to meet customer and business needs
Coaches others on how to leverage design thinking and process management to cultivate a continuous improvement mindset and proposes modifications of existing processes to improve customer outcomes
Seen as a role model for change management best practices, managing stakeholder engagement by communicating a change vision that supports a successful transformation
Works on projects of high complexity
Independently establishes strategy and execution plan for personal deliverables
Makes decisions that impact cross functional priorities, strategy and outcomes
Qualifications
7+ years of Customer Experience experience, including leading in a highly matrixed, cross-functional, and fast-moving environment, developing product/service experiences, and driving revenue & customer growth
Strong acumen in understanding customer behavior with experience in consumer segmentation and using design thinking and scientific methodologies to inform decision making; A/B testing experience is a mandatory
Robust analytical and problem-solving skills with clear examples of using data actively for customer insights, measurement, ROI analysis and recommendations
Customer champion with a design mindset and demonstrated strengths in product management or experience design (ideally with SaaS, Self-Help, or CRM environment)
Customer Service & Support Expert: Demonstrated strength managing or working with customer support organizations and operations (direct or via BPO)
Excellent verbal, written, and interpersonal communication skills
Ability to roll-up sleeves and lead by example at both strategic and tactical levels
Analytical orientation, creativity in problem solving, with keen business judgment
Strong intellectual curiosity and deep desire to learn.
Exceptional interpersonal, communication and presentation skills with the ability to tailor content for audience levels and channels