Senior Customer Experience Specialist

Company Overview

Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.

Job Overview

Do you have a passion for growing new businesses and building awesome customer experiences?

Intuit is disrupting in-person expert financial services with fast-growing brands like TurboTax Live and Quickbooks Live, which has created an exciting opportunity for a data-driven customer experience leader to drive business growth and enhance profitability by using impactful insights to drive customer experience decisions, technology roadmaps, and product design.

As the Senior Customer Experience Leader for Live Services in the Consumer Group, you will be an individual contributor a strong cross-functional leadership position to formulate and drive growth initiatives for Live Services, such as TurboTax Live, TurboTax Live Full Service, and TurboTax Live for Business - Intuit's fastest-growing product lines.

Qualifications

• 5+ years of experience working as a product manager or customer experience leader
• Startup experience is a bonus
• Seeks out and capitalizes on opportunities for change that enhance the business and customer experience, rather than reacting to circumstances
• Experience as a business partner for senior leaders; comfortable distilling complex data into a simple storyline
• Excited to mentor cross-functional team members and develop talent
• Insatiable curiosity backed up by the intelligence and drive to seek out key information
• Outstanding communication skills: ability to tell stories with data, educate effectively, and instill confidence, motivating stakeholders to act on recommendations
• Excellent problem-solving skills and end to end quantitative thinking
• Ability to manage multiple projects simultaneously to meet objectives and key deadlines

Responsibilities

• Drive Business Initiatives: You will own critical initiatives with high visibility to Consumer Group leadership, to achieve conversion, quality, and efficiency of our Live Service products. To achieve these outcomes, you will collaborate with leadership, analytics teams, and operating teams across the business, ensuring we are using the best possible data and evidence to formulate and execute key initiatives. You will guide critical decisions with a curious mind, using judgment and data in equal parts, inspiring cross-functional partners to action, and relentlessly driving an execution plan to ensure success of key objectives.
• Advocate for the customer experience: Our growth depends on customers choosing to use our products and services, out of a marketplace with many competitors. You will ensure customers continue to choose our products by staying close to the pulse of the customer experience and using the insights you gain to drive decisions that will continue to delight customers. You'll maintain a high sense of curiosity and seek out listening posts such as surveys, reviews, conversion dashboards, etc.; and partner with teams such as User Research and Market Research. Where we have gaps in our understanding, you'll work with teams to develop new listening posts and advance our capabilities.
• Develop high-performing mission teams: Because the initiatives you drive will have large scope and impact, you will need to develop strong relationships with other functions such as analytics, operations, product development, and marketing. The trust and shared context that you build with your partners will give you a platform to execute quickly and achieve critical outcomes. You will always be looking around the corner to identify dependencies and resource gaps and working to close them proactively.

Our Culture

Get ready to grow - you'll be challenged to think bolder, move faster, and have a bigger impact on this transformative offering. You'll develop deep partnerships with an amazing group of collaborative and creative designers, marketing and product managers, engineers, tax experts, analysts and operators dedicated to our mission, which will make everyday a rich and fun learning experience.