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Intuit Staff Customer Experience Professional United States, California, San Diego 116460165
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Responsibilities
- Champion a true curiosity for customer behavior by networking internally and externally to understand their needs from a broader perspective. Cascade a culture where advocacy for our products and services becomes something natural and part of their day to day with direct team members.
- Work 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. Lead and influence cross-functional teams to analyze data and provide innovative solutions in complex and difficult situations.
- Identify critical parts of a problem and work cross-functionally to deliver complex and effective solutions. Utilize diverse methodologies to solve difficult problems and leverage expertise and credibility to create alliances that will ease implementation of solutions.
- Apply market research and VoC insights to strategize and resolve barriers when defining target state customer experiences and defining requirements.
- Leverage internal networks to advocate and analyze the customer and expert experience from a cross-functional perspective and deliver solutions that will have a broad impact on customer retention.
- Lead and align cross-functional teams through change, actively identifying and resolving change barriers.
- Stay connected to best practices and conduct external benchmarking to have a broader understanding of the internal and external business. Use outside-in thinking to influence cross-functional teams across Intuit, including in difficult and complex situations.
- Influence cross-functional teams while exercising considerable latitude in driving impact, delivering on objectives, and approaching problems and tasks.
Qualifications
- Minimum of 5 years in Customer Experience, including leading in a highly matrixed, cross-functional, and fast-moving environment, developing product/service experiences, and driving revenue and customer growth
- Organizationally savvy, with good interpersonal effectiveness, influence, and ability to get things done through both formal and informal means.
- Exceptional ability to collaborate, influence, mobilize and energize key stakeholders and complex cross-functional teams to implement creative, innovative, best in class solutions.
- Must have a strong presence and be a compelling communicator across all levels of the organization to win hearts and minds.
- Good listener and problem solver; solutions oriented and great at simplifying complex topics. Knows when to dive deep, and when to stay at a higher level.
- Must have a very strong pulse on the metrics driving the business.
- Strong acumen in understanding customer behavior and using design thinking and scientific methodologies to inform decision making.
- Clearly exhibits a systems thinking mindset, and can apply the appropriate framework at the right time, or create a new one as needed.
- Customer champion with a design mindset and demonstrated strengths in product management or experience design. Have led the creation of service experiences (from concept through production)
- Robust analytical and problem-solving skills with clear examples of using data actively for customer insights, measurement, ROI analysis and recommendations
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