Staff Customer Experience Lead in Toronto, Ontario

Overview

We are seeking an exceptional Customer Experience Lead who 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 (Global Business Soluitons Group) Customer Success Team as a Customer Experience Lead. We are developing Intuit QuickBooks offerings through innovation and deep customer empathy.

What you’ll bring

• Understanding customer needs – builds empathy, anticipates needs, uses root cause analysis and displays a natural curiosity

• Data backed story telling – connects data points to form actionable insights, leverages quantitative and qualitative research, is a customer advocate in every situation, is an expert with operational data, links experience back to business results

• Experience creative and advocacy – has an end to end mindset, understands customer behavior, can develop personas and journey maps, defines ‘as is’ and ‘to be’ processes and journeys, acts as a product and services champion

• Strategic thinking – deconstruct problems to solve for the short term and long term, uses proven frameworks, priorities the work that matters most, understands the competitive landscape, brings an outside in perspective

• Excellent communication and presentation skills; ability to communicate technical and business requirements

• Strong attention to detail

• Takes initiative and is a self-starter

• Collaborative with all levels of the organization and across teams

• Critical thinking and problem-solving skills

• Gives closed loop feedback to internal stakeholders and outsourcing partners

• Ability to derive sound, data-based theories for what is lying behind trends and insights

• Ability to multitask and adapt to a rapidly changing environment

• Microsoft Office, emphasis on Excel and Google Docs/Slides proficiency

How you will lead

• Be the thought leader and define engaging customer experiences

• Deep dive and communicate identified areas of opportunity within the customer experience and product design

• Influences project teams to ensure root causes and systemic issues are identified and treated

• Conducts research to identify customer pain points and drives experiments to develop hypotheses and propose successful solutions

• Frequently demonstrates a deep understanding of the customer and employee journey that challenge status quo

• Evaluate dashboard data reports to identify trends and insights related to data

• Gather & Develop Customer Insights from various listening posts and weave together with analytics, and often disparate data, to tell a compelling story that inspires impactful business outcomes

• Stay close to the customer and industry trends on QuickBooks and connected ecosystem to bring unique differentiation to the business and customer experiences

• Recommend actions and process changes to drive solutions to negative outliers or trends based on the data

• Partner closely with the cross functional team (e.g., product developers, designers, operations, risk, marketing and customer support, etc.) to build innovative customer experiences

• Deep customer empathy and decision making that demonstrates customer obsession

• Improving products, processes, and solutions for both internal teams and customers

• Communicating product changes and education to internal and external stakeholders

• Proactively seeks insight on the Voice of the Customer and Employee

• Creates Journey Maps highlighting the ideal end to end experience capturing all touchpoints

Expectations

• Sets and meets deadlines, takes actions to do so

• Effective communicator who can deliver a solid end to end story

• Reliable team player who collaborates across the ecosystem

• Bold in thought process, confident in decision making, ability to give and accept feedback

• Take ownership, act based on data and hold oneself accountable

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.