Job Information
Intuit Director, Consumer Group Customer Experience in San Diego, California
Overview
As the Director of the Consumer Group Core Experiences and Customer Experience Management team, this role will be responsible for building and leading a customer experience ‘practice’ to drive innovation in the way that the company works, serves its customers, and builds its offerings, both across the Consumer Group and Intuit. This Director role will be pivotal in the ongoing transformation of the role Customer Success plays in experience excellence and the proactive development of end-to-end experiences to eliminate customer friction points in service to growth and retention, and will accelerate the Customer Success brand of an organizational strategic enabler versus a cost center.
This Director will report to the VP of Consumer Group Customer Success and will partner closely with Product Management, Design, and Engineering to create customer-centric designs that simplify complex processes and ensure that the customer journey is clear and intuitive, evangelizing a deep understanding of the voice of the customer. By eliminating customer friction points, we can ensure that our customers are satisfied and more likely to continue to use and recommend our products.
Additionally, this role will be critical to designing key customer success experiences that are seamless across TurboTax and Credit Karma offerings. The Director will collaborate with cross-functional stakeholders to create a unified experience that delights customers and drives adoption of our products and services.
To succeed in this role, the ideal candidate should have experience working in a consumer-focused environment with a background in driving customer experience improvements and creating a culture of customer empathy within an organization. This position also requires strong leadership, communication, and analytical skills, as well as the ability to motivate, manage, and develop high-performing teams.
The ideal candidate is passionate about improving the customer experience, has a ‘roll up your sleeves’ mentality, and can operate in a fast-paced, constantly-evolving environment. If you are energized by creating innovative solutions and driving results in a highly collaborative and customer-focused environment, this role may be the right fit for you.
What you'll bring
A critical element of this role will be to create a well-integrated and highly effective team, partnering across multiple teams and functions. The ideal candidate will foster an engaged workforce through frequent communication, goal setting, performance management and creating a positive environment of trust, transparency and clear expectations. In addition, the ideal candidate is a:
Team Builder: Substantial senior leadership experience mentoring high-performing and high-engagement teams. Ability to coach and train teams and the organization about problem-solving and the importance of curiosity.
Boundaryless Leader: Has cross-functional experience influencing and partnering with different functions. Can create alliances across the organization to ensure strategic and systemic solutions are backed by data
Strategic Thinker: Defines the overall strategy for business growth, leveraging external expertise and data to ensure best practices and trends are applied.
Product Management & Experience Design Expert: Customer champion with a design mindset and demonstrated strengths in product management or experience design, particularly with online experiences
Business Leader: Proven ability to deliver programs that accelerate organizational growth objectives, with a strong understanding of developing clear, compelling business cases that support prioritization of work
Customer Service & Support Expert: Experience managing or working with customer support organizations and operations, including via BPO
Change Leader: Experience managing complex system and organizational change initiatives in dynamic work environments
Communicator: Excellent communication skills, including the ability to articulate complex issues simply
How you will lead
This role will involve the following key areas:
Build and execute a vision for a seamless, transparent and frictionless customer experiences that is aligned with our segment growth strategy, along with business goals to support
Develop the Customer Experience practice within the organization to lead the elimination of pain points/friction and optimize customer experiences. This includes aggregating quantitative and qualitative insights and collaborating with other teams to enhance products, policies, and communication.Partner with customer-facing teams to identify, synthesize and prioritize VOC and VOE data, creating data-backed business cases for change that show clear employee, customer, and shareholder impacts
Create customer measurement dashboards integrated into our CX planning process to ensure data-backed decisions are made for brand, price, product, and service improvements
Partner with Intuit Customer Success Teams to improve end-to-end customer journeys and datasets
Incorporate evolving industry trends and best practices
EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.