Staff Customer Experience Lead

We are seeking an exceptional Customer Experience Lead who thrives on changing the status quo and is laser-focused on making every experience simple, easy, and intuitive for our customers. We champion world-class customer experiences to power prosperity for our customers. Do you desire a job that fills you with a sense of meaning and purpose? Come join the GBSG (Global Business Soluitons Group) Customer Success Team as a Customer Experience Lead. We are developing Intuit QuickBooks offerings through innovation and deep customer empathy.
Responsibilities
• Be the thought leader and define engaging customer experiences
• Deep dive and communicate identified areas of opportunity within the customer experience and product design
• Influences project teams to ensure root causes and systemic issues are identified and treated
• Conducts research to identify customer pain points and drives experiments to develop hypotheses and propose successful solutions
• Frequently demonstrates a deep understanding of the customer and employee journey that challenge status quo
• Evaluate dashboard data reports to identify trends and insights related to data
• Gather & Develop Customer Insights from various listening posts and weave together with analytics, and often disparate data, to tell a compelling story that inspires impactful business outcomes
• Stay close to the customer and industry trends on QuickBooks and connected ecosystem to bring unique differentiation to the business and customer experiences
• Recommend actions and process changes to drive solutions to negative outliers or trends based on the data
• Partner closely with the cross functional team (e.g., product developers, designers, operations, risk, marketing and customer support, etc.) to build innovative customer experiences
• Deep customer empathy and decision making that demonstrates customer obsession
• Improving products, processes, and solutions for both internal teams and customers
• Communicating product changes and education to internal and external stakeholders
• Proactively seeks insight on the Voice of the Customer and Employee
• Creates Journey Maps highlighting the ideal end to end experience capturing all touchpoints

Expectations
• Sets and meets deadlines, takes actions to do so
• Effective communicator who can deliver a solid end to end story
• Reliable team player who collaborates across the ecosystem
• Bold in thought process, confident in decision making, ability to give and accept feedback
• Take ownership, act based on data and hold oneself accountable

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is:

Bay Area California $160,000 - $216,500

Southern California $150,000 - $202,500

New York $148,500 - $201,000This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits).Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing pay equity for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.

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