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. Apply Job!