Director, Customer Experience Management - Midmarket

Intuit • Mountain View, CA

239d

About The Position

As Director of Intuit's Customer Experience team, you will be responsible for building and leading a customer experience ‘practice' to drive innovation in the way that we work, serve our customers and build our offerings. All aspects of defining the customer strategy and end-to-end service delivery design including feature adoption, proactive health management, support excellence, and customer insight programs for customers subscribing to our Mid-Market Products and Solutions are in scope. The role will play a pivotal part in helping us stand out from the crowd for the services that we provide. This 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.

Requirements

• Substantial senior leadership experience, managing senior level employees and/or other managers.
• Cross-functional leadership experience, partnering to influence different functions at all levels.
• Experience working with a US based, multi-national company.
• Proven track record of success in a fast-paced organization, leading customer centric operations and teams.
• Demonstrated strengths in product management or experience design.
• Business acumen with proven ability to deliver programs that accelerate organizational growth objectives.
• Demonstrated strength managing or working with customer support organizations and operations.
• Experience in a dynamic work environment, managing and executing complex system and organizational change initiatives.
• Excellent written and verbal communication skills.

Nice To Haves

• Experience in SaaS, Self-Help, or CRM environment.
• Ability to coach and train others about the importance of curiosity in bold, large scale problems.

Responsibilities

• Build and execute a vision for Customer Experience that is aligned to strategic customer segment expectations and goals.
• Lead, organize and scale a Customer Experience (CX) practice within the organization.
• Aggregate quantitative and qualitative insights, and collaborate with marketing, product development and product management.
• Define the optimal framework and ways of working through end-to-end customer ‘value' journeys.
• Define and build strategies to deliver a foundation for support excellence.
• Optimize and drive change for customer-facing support teams.
• Establish business goals to deliver our vision through customer and employee measures.
• Collaborate with Product, Engineering and UX teams to embed customer and employee data.
• Lead and partner in programs and sprints to conceptualize, design and operationalize exceptional employee and customer experiences.
• Stay on top of industry leading trends and drive innovative thought leadership.
• Collaborate with all markets to understand localization challenges.
• Own and lead the application of customer measurement dashboards.
• Partner with the Growth Revenue team to identify expansion revenue opportunities.

Benefits

• Opportunity to lead a customer-first culture and mindset across the organization.
• Engaged workforce through frequent communication, goal setting, and performance management.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Industry: Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services