Group Manager, Customer Experience

Group Manager Of Intuit's Customer Experience Team

At Intuit, we believe everyone has the right to prosper, which is why our mission is Powering Prosperity Around the World. Being a mission-driven company includes living our values every day. That means integrity is at the foundation of everything we do, including the products we design, the role we play in the communities we are part of, and the way we treat every person that is a part of the Intuit family. Our products, including TurboTax, QuickBooks, Credit Karma and Mailchimp, help solve our customers' most important problems to help them make more money, save time, and make financial decisions with confidence. Intuit was founded in 1983 by Scott Cook and Tom Proulx and went public in 1993. Today, with a customer base of over 100 Million, over 14,200 employees, Intuit serves customers worldwide in 19 locations and 9 countries by using our AI-driven expert platform to deliver powerful solutions for our customers' most important financial problems. And as much as we have re-invented our products and services, we have always stayed true to our core values. Delivering on our mission on behalf of customers also means going beyond the products and services. We are committed to leaving the world a better place than we found it by delivering job readiness and creation through our Prosperity Hub Program, making a positive impact on climate with our focus on becoming twenty times carbon positive by 2030 and our unrelenting commitment to diversity, equity, and inclusion. We're proud to have a culture that attracts top talent and empowers them to do the best work of their lives. When employees know they can bring their whole selves to work – that translates into an environment that has been recognized as one of the world's best and most innovative places to work year upon year.

As Group Manager of Intuit's Customer Experience Team, you will be responsible for driving the development of the customer experience strategy. By defining the program of work to deliver on the strategy, and building alignment with senior stakeholders across multiple teams, you will bring our customers to the forefront of the way we work, serve our customers and build our offerings. All aspects of fulfilling the customer strategy and end-to-end service delivery design including feature adoption, proactive health management, support excellence, and customer insight programs for High-Value and Partner Firms are in scope. The role will play a pivotal part in helping us stand out from the crowd for the services that we provide. You and your team will need to be 'in the game' staying close to our customers and teams to really understand what matters to them, how well we deliver on this and how we empower our people to excel in everything that they do. You will also provide operational and thought leadership by setting strategy, developing priorities and managing programs that drive a highly effective and efficient organization, through the removal of waste, eliminating customer friction and driving customer advocacy. Our end to end approach to customer experience is what will accelerate Customer Success becoming an organizational strategic enabler versus a cost center.

Responsibilities

• Implement specific aspects of the vision for Customer Experience, ensuring alignment with strategic customer segments for growth-oriented, frictionless interactions.
• Collect and analyze quantitative and qualitative insights, working closely with marketing, product development, and product management teams to refine product offerings, policies, and communications.
• Advocate for change and propose solutions in alignment with leadership directives to enhance product design for superior customer experience.
• Execute defined frameworks and workflows that underpin seamless customer value journeys and educational programs, driving efficient adoption of features, proactive health management, and retention.
• Administer support mechanisms that excellently meet customer needs through innovative, proactive, and reactive support configurations, leveraging both AI and human expertise.
• Manage and lead customer-facing support teams in identifying and prioritizing customer and employee feedback, translating these into actionable improvements and overseeing initiative implementation.
• Collaborate with Product, Engineering, and UX teams to integrate customer and employee insights for the continuous resolution of pain points impacting overall experience and advocacy.
• Participate in cross-functional teams and sprints to develop and implement outstanding employee and customer experiences that align with organizational strategic goals.
• Leverage industry trends to contribute to thought leadership in Customer Experience and Technology innovation.
• Work with global teams to address localization challenges, supporting initiatives that enhance customer success measures and expand market presence as part of a worldwide strategy.
• Implement and manage customer measurement dashboards, ensuring a data-driven approach to strategic decisions affecting brand, price, product, and service offerings.
• Assist the Growth Revenue team in identifying and pursuing opportunities for revenue expansion.

Qualifications

This position will report to the Director of Customer Experience - High-Value & Partner Firms. You will contribute to strategic plans and associated products and services, proactively collaborating with Product Management, Marketing and Sales leaders to drive growth. You will lead a "customer-first" culture and mindset throughout your team. A critical element of your role will be to create a well-integrated and highly effective team, partnering across multiple geographies, teams and segments. You will ensure an engaged workforce through frequent communication, goal setting, performance management and creating a positive environment of trust, transparency and clear expectations. The ideal candidate will have a proven track record of success and significant experience in a fast-paced organization, leading customer centric operations and teams. Additionally, the ideal candidate is a:

• Team & Talent Builder: Has substantial leadership experience. A talent steward with a proven history of hiring, managing and developing high performing and highly engaged teams. Can coach and train others within teams and across the organization about the importance of curiosity in bold, large scale problems.
• Boundaryless Leader: Cross-functional leadership experience, partnering to influence different functions at all levels. Experience working with a US based, multi-national company would be an asset. Can create alliances with other leaders across the organization to ensure solutions are backed up with data and being implemented with a systemic and strategic approach.
• Strategic Thinking: Defines the overall strategy to ensure business growth and utilizes powerful messages to lead and promote a culture focused on problem solving. Uses external expertise, data and network to ensure best practices and trends are being leveraged.
• Product Management & Experience Design Expert: Customer champion with a design mindset and demonstrated strengths in product management or experience design (ideally with SaaS, Self-Help, or CRM environment). Has driven the creation of online experiences (from concept through production).
• Business Leader: Business acumen with proven ability to deliver programs that accelerate organizational growth objectives. Must possess experience in developing clear compelling business cases that support prioritization of work. Aligns teams and initiatives around the organization to our short, medium and long term business goals.
• Customer Service & Support Expert: Demonstrated strength managing or working with customer support organizations and operations (direct or via BPO).
• Change Leader: Experience in a dynamic work environment, managing and executing complex system and organizational change initiatives.
• Communicator: Excellent written and verbal communication skills including an ability to communicate complex issues simply. Proficient in Google Suite.
• As this role has a global mandate, travel may be required as well as occasional meetings outside of typical business hours.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs. Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is: 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.