Director, Customer Experience

As Director of the Assisted Services Growth team, you will be responsible for building and leading the customer experience practice to drive innovation in the way we attract and serve our Assisted customers to drive exponential growth and retention. This role will design experiences that elevate human expertise and connection, powered by AI, to drive scale. This team will have their fingers on the pulse of our Assisted customers' needs, will sweat the details to ensure we deliver awesome experiences and operate with velocity. You will also provide operational and thought leadership by setting strategy, developing priorities and managing programs that drive a highly effective and scalable organization, through innovation and experimentation.

Responsibilities

• Build and execute a vision for Assisted customer experiences that is aligned to our strategic Consumer Ecosystem priorities, for seamless, transparent and frictionless experiences that drive exponential growth and retention leveraging human expertise and AI.
• Design new brick and mortar customer and expert experiences that attract new Assisted customers seeking local support, with seamless integration with virtual experiences.
• Establish a ‘sales through service’ culture and expand scope to include lead management and conversion capabilities and best practices.
• Build comprehensive customer lifecycle management program inclusive of year-round expert led customer engagement model and seamless ecosystem cross-sells and servicing across Quickbooks and TurboTax.
• Lead, organize and scale the CXM practice within the organization to optimize our Assisted customer experiences. This includes aggregating quantitative and qualitative insights, and collaborating with marketing, product management and development teams to build, fix and enhance our products and experiences..
• Uses advocacy and inquiry to disrupt and challenge the status quo, proposing broad and strategic solutions to ensure product and experience design eliminates friction and provides the best possible experience.
• Establish business goals to deliver our vision through customer and expert measures focused on growth, customer experience and scalability.
• Stay on top of industry leading trends

This position will report into the Assisted Services team within Consumer Ecosystem Customer Success and sits on a cross-functional Leadership Team. You will contribute to the strategic plans and associated products and services, proactively collaborating with Product Management, Marketing,  Sales and Customer Success leaders to drive growth.

Qualifications

A critical element of your role will be to create a well-integrated and highly effective team, partnering across multiple 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. Proven track record of success and significant experience in a fast-paced organization, leading customer centric operations and teams. The ideal candidate is a:

• Team & Talent Builder: Has substantial senior leadership experience, managing senior level employees and/or other managers. 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. 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.
• Pace Setter: Role-models and operates with a sense of urgency to ensure teams are delivering with velocity.
• Product Management & Experience Design Expert: Customer champion with a design mindset and demonstrated strengths in product management or experience design. Have led the creation of online and brick and mortar experiences, with a seamless customer handoff between the two (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 MS Word, Excel, and PowerPoint.

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 (see more about our compensation and benefits at Intuit®: Careers | Benefits). 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: