We are seeking a passionate and experienced Principal, Customer Support Design who thrives on changing the status quo and is laser-focused on making every experience simple, easy, and intuitive for our customers. Do you desire a job that fills you with a sense of meaning and purpose? Join the Customer Experience Services team in Intuit’s Global Business Solutions Group.
This role will lead efforts in developing, scaling and optimizing customer support experiences and designing customer-centric practices throughout the CX Assisted organization. In this role you will evaluate the current maturity, design strategies and effectiveness of customer support assets, elevate them to the next level, and lead programs focused on building a culture where customer experience is at the heart of everything we do. This role will specifically focus on the experience of our Mailchimp customers and integration of support across the Mailchimp and Quickbooks platforms. The ideal candidate will have a strong background in CX frameworks, human-centered design, customer support programs, and fostering collaboration.
If you're passionate about driving customer-centricity and have a track record of success building world-class support experiences organizations, we want to hear from you!
- 10+ years of experience in CX/CS strategy, designing and delivering on best practice customer experience programs with a proven track record of driving organizational change.
- Strong understanding of human-centered design principles and CX frameworks.
- Prior experience developing and rolling out global processes, employee and/or customer programs.
- Excellent communication and facilitation skills, with the ability to engage and inspire teams.
- Experience in developing and delivering internal training programs.
- Proficiency in project management and stakeholder engagement.
- Consultative relationship builder who can quickly understand stakeholder needs and identify solutions to meet these requirements.
- Ability to think strategically while also being hands-on during implementation.
- Certification in Customer Experience (CCXP) is desirable.
- Assess the organization's support asset maturity and identify opportunities for improvement.
- Develop and implement a support framework and change management plan that aligns with the organization's goals and objectives.
- Connect dots among the various segment teams to uplevel the overall storytelling on support and its impact.
- Coach teams in mapping the end-to-end customer journeys, facilitating customer empathy and enabling GBSG to make better decisions overall
- Develop a support strategy across products, digital and assisted customer success assets.
- Provide insight, training and coaching on human-centered design principles to leads and managers
- Implement strategic practices aligned with Intuit’s values and Customer Success organizational goals, empowering teams to deliver innovative solutions.
- Coach others on how to leverage service design and design thinking to cultivate a continuous improvement mindset.
- Introduce unique and innovative design solutions to eliminate friction through advocacy within the customer and employee experience
- Leverage outside in thinking to introduce new ideas, initiatives, and projects at scale. Coach and lead through others to drive impact on Customer Success objectives and strategy.
