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Overview

Intuit is a mission-driven, global financial platform company that gives everyone the opportunity to prosper. We are using technology to build solutions to challenging financial problems for millions of people around the world.

The Customer Success team delivers award winning service and support experiences to small business owners and accountants using our products, including QuickBooks Online, QuickBooks Advanced, QuickBooks Online Accountant, and QuickBooks Payroll.

Intuit Customer Success is on a transformational journey to be a key driver of value for our customers and business. Joining the Customer Success team as a Customer Experience Designer, you will contribute to the development of our Voice of Customer program.

Leveraging qualitative insights alongside contact driver and operational data points, you will identify and address / escalate opportunities to improve the service and product experience, through partnership with Customer Success and cross-functional stakeholders such as Product Management. You will map ‘as is’ and design future state experiences for customers that drive retention and growth through our ecosystem of products and services.

This role is an individual contributor partnering with the Customer Success ecosystem: Service Management, L&D, Incident Management, Change Management as well as our outsourced partners who deliver the support experiences to our customers. You will also work with key stakeholders across Marketing, Sales and Product.

Your impact will be measured by the impact of the experience improvement initiatives you drive through actionable insights to deliver our core customer success metrics, including tNPS, retention and growth.

What you'll bring

ABOUT YOU

• Experience surfacing actionable insights through the analysis of quantitative and qualitative CX and VOC/E data.

• Strong understanding of customer feedback sources and how to bring these together to provide a holistic customer voice.

• Customer profiling, journey mapping and design experience

• Ability to work in a cross-functional team, using design thinking to build empathy for customers.

• Understanding of the service and support setting in a tech company

• A strong portfolio of service and/or experience designs that have led to impactful customer experience improvement outcomes.

• Demonstrate business acumen in driving commercial impact through the service and support ecosystem.

• Extensive experience in a customer experience as well as service / process design role - ideally in a fast-paced tech company or management consultancy

• Demonstrated experience in providing CX insights and/or VoC insights across a large organisation.

• A bachelor's degree, with qualifications in marketing, communications, advertising, business management, or other relevant field - preferred

How you will lead

Understand the customer

• Through data analysis, customer journey mapping and your own observations gathered through regular exposure with our frontline teams, develop a deep understanding of our customers, why they contact support, their experience of our digital self-serve and human support services

• Have a strong grasp of qualitative and quantitative research methods to surface customer pain points and needs throughout the support experience

• Produce regular insights and reports using large data sets to identify trends and observations which are impacting the customer journey, from VoC and wider data sources

• Demonstrate critical thinking and ideation of continuous improvement opportunities and/or new experiments to create world class customer experiences and achieve business outcomes

Design experiences

• Lead workshops with key stakeholders to facilitate mapping ‘as is’ and ‘to be’ customer journeys

• Tell compelling stories that help build empathy with customer pain points and an appreciation for any underlying product or process constraints

• Use data to communicate the value of different service designs, and ensure appropriate monitoring, reporting and alerting is in place to measure impact

• Analyse and identify cost saving opportunities, whilst implementing best practice service design

• Own creation of high-quality service design deliverables:

• Playbooks to iterate and optimise the current support experience, outlining customer personas, experience, and process maps, and how we would execute on the improvements e.g. workforce strategy, channel mix, budget impact, measures of success etc.

• Playbooks for new experiments or one-off initiatives (e.g. new product launches) to improve and personalise our customer experience, including a summary of the experiment that will be run, how we will operationalise the experiment/launch, desired outcomes etc.

• Support and influence decision making through scenario planning, risk analysis, and strategic foresight.

• Work with internal teams in Customer Success and across business functions such as marketing, sales, product development, finance, UX etc. to ensure that gaps in the customer experience are plugged.

Understand the business.

• Have a deep comprehension of omni-channel customer support operational frameworks.

• Design experiences that deliver customer revenue growth

• Make recommendations that solve for employees, customers, and shareholders by balancing bold innovation with understanding of Intuit systems, processes, policies, and metrics to ensure feasibility of implementation.

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.