We are looking to add a Senior Customer Experience Specialist for our expanding Workforce Solutions portfolio which includes Payroll, Worker Management, Employer & Employee Applications, core capabilities and more.
This person 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 Customer Success Team as a Customer Experience Leader. We are developing Intuit QuickBooks offerings through innovation and deep customer empathy.
This role reports to the GBSD Customer Experience Senior Manager for Workforce Solutions. This role can be based out of the following office locations: Mountain View, CA; San Diego, CA; or Tucson, AZ in a required hybrid role (2-3+ days/wk onsite).
- Minimum of 5 years in Customer Experience, including leading in a highly matrixed, cross-functional, and fast-moving environment, developing product/service experiences, and driving revenue & customer growth
- Organizationally savvy, with good interpersonal effectiveness, influence, and ability to get things done through both formal and informal means. Exceptional ability to collaborate, influence, mobilize and energize key stakeholders and complex cross-functional teams to implement creative, innovative, best in class solutions.
- Directed or proactive ownership mindset able to take accountability to drive/influence change.
- Must have a strong presence and be a compelling communicator/storyteller (with quantitative & qualitative data) across all levels of the organization to win hearts and minds. Good listener and problem solver; solutions oriented and great at simplifying complex topics. Knows when to dive deep, and when to stay at a higher level. Must have a very strong pulse on the metrics driving the business
- Strong acumen in understanding customer behavior and using design thinking and scientific methodologies to inform decision making. Clearly exhibits a systems thinking mindset, and can apply the appropriate framework at the right time, or create a new one as needed
- Customer champion with a design mindset and demonstrated strengths in product management or experience design. Have led the creation of service experiences (from concept through production)
- Robust analytical and problem-solving skills with clear examples of using data actively for customer insights, measurement, ROI analysis and recommendations
- Bonus if experience with fintech, banking, capital/lending verticals
Strategic Thinker and business partner
- Supports the translation of business strategy into customer experience projects and programs
- Stay close to the customer, competitive landscape and industry trends on Quickbooks and connected ecosystem to bring unique differentiation to the business and customer experiences
- Gathers industry best practices to gain outside-in perspective to inform customer experience improvements
- Deeply understand and communicate problems/opportunities to solve in the short and long term. Use frameworks to prioritize the work that will have the most impact.
- Own recommending solutions and influencing decisions to deliver better customer experiences that also drive sustained customer and business growth
- Serve as a key business partner to cross-functional leader to educate and champion improved E2E customer experiences
Customer Insights and Understanding
- Researches and analyzes customer behaviors, objectives, and trends to build customer personas that inform business decisions
- Analyzes customer data from multiple listening posts across the entire customer journey
- Builds a listening scale program as the primary Customer Experience practice leader within your group/segment. You will be accountable for our Voice of Customer (VOC) Feedback Loop: Leading the elimination of pain points/friction and optimizing our customer. This includes aggregating quantitative and qualitative insights and collaborating with cross-functional partners to build, fix, and enhance our products, policies, and communication.
- Connects customer insights across key touch points to recommend actionable solutions
- Experience design and advocacy - has an end to end mindset, understands customer behavior and needs, can develop personas and journey maps, defines ‘as is’ and ‘to be’ processes and journeys, acts as a product and services champion
- Conduct research to identify customer pain points and drives experiments to develop hypotheses and propose successful solutions
- Champion a true curiosity for customer behavior by networking internally and externally to understand their needs from a broader perspective
- Build end to end customer journeys and data sets to drive systemic and customer level improvements
- Apply market research and VoC insights to strategize and resolve barriers when defining target state customer experiences and defining requirements
- Drive customer-experience programs and sprints to conceptualize, design and operationalize exceptional employee and customer experiences that deliver our True North Goals
- Have an advanced understanding of the Voice of the Customer and Employee and is able to translate that into our commercial success
- Introduces unique and innovative design solutions to eliminate friction and introduce delight throughout our product & expert experiences that deliver customer/business outcomes
Driving Action Through Storytelling
- Creates persuasive stories that connect CX initiatives with desired outcomes.
- Communicates recommendations to relevant stakeholders that guide the implementation of initiatives to address customer needs.
- Coordinates cross-functional collaboration with multiple teams to implement solutions that address customer expectations.
- Conduct data analysis to form actionable insights, leveraging quantitative and qualitative research, is a customer advocate in every situation, is an expert with operational data, links experience back to business results
- Identify, synthesize and prioritize Voice of the Customer and Employee data, building business cases for change that will show clear employee, customer, and shareholder impacts
- Evaluate dashboard data reports to identify trends and insights related to data and effectively communicate to stakeholders; advocate for improved data, infrastructure
- Utilizes diverse methodologies to solve difficult problems and leverages expertise and relationships to successfully influence prioritization and solution implementation
Operational Excellence & Change Leadership:
- Partner with peers across the organization to build and maintain a wide range of operational processes, data quality, reporting, technology infrastructure, and more
- Build and improve CX processes, tools, technology, deliverables and engagement methods to deliver improved CX impact for our customer
- Role model change management best practices, managing stakeholder engagement by communicating a change vision and helping execute successful transformation change
