Customer Experience Leader

Company: Intuit
Location: Mountain View
Posted on: May 11, 2022

Job Description:

Overview

Come join Intuit as a Customer Experience Leader.

What you'll bring

• Individual contributor who contributes to execution of parts of the customer experience plan
• Works on problems of limited to moderate scope where analysis of situations or data requires review of a variety of factors
• Interprets and responds to data and makes recommendations for elements of new designs
• Influence primarily impacts the customer experience of a specific product, persona and/or offering.
• Decisions impact both personal and team deliverables
• Contributes to the completion of organizational projects and goals
• Works closely with external business partners (when relevant to the offering)
  How you will lead
  
  
  • Synthesize data from various Voice of Customer channels (including follow-me-homes) to identify pain points in product and service experiences and drives experiments to develop hypotheses and propose successful solutions
  • Frequently demonstrates a deep understanding of the customer and expert journey (and long term problems) and proposes solutions that challenge status quo to eliminate friction between both experiences
  • Influences direct project team to ensure root causes and systemic issues are identified and analyzed; understand the impact of human behavior and market trends on customer interaction with products
  • Connects the dots using external and internal data about our customer needs and provides precise recommendations aligned to the business
  • Leverages quantitative and qualitative research to become an expert on the use of our products and services
  • Proactively seeks insight on the Voice of the Customer and Employee to identify critical data that will help develop solutions to improve customer experience
  • Applies market trends to the "what" and "how" of their processes; prioritizes projects and initiatives and align them to Intuit's key initiatives
  • Proactively simplifies and continuously improves existing processes to operate more efficiently. Serves as an informal leader for change management within the direct team.

Keywords: Intuit, Mountain View , Customer Experience Leader, Other , Mountain View, California