Senior Manager, Customer Experience, Canada
Intuit
Senior Manager, Customer Experience, Canada
Location(s): Toronto, CanadaCompany Overview
Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.
Job Overview
The Customer Success team delivers award winning service and support experiences to small business owners and accountants using our products, including QuickBooks Online, QuickBooks Advanced, QuickBooks Online Accountant, and QuickBooks Payroll.
Joining the Customer Success team as our Customer Experience Leader, you will lead the design and execution of compelling and creative experiences that strike a balance between meeting the customers’ requirements and our business needs.
You will fuel the success of our customers by driving a frictionless experience with our products and support experiences through the testing and implementation of innovative ideas and experiments. You will also partner with stakeholders from across the business, and influence product roadmaps and marketing initiatives to align with customer needs.
The role will lead a team that conducts activities such as analysis of feedback and data, journey mapping, action planning, improving business metrics, and increasing customer loyalty. You will provide expertise and guidance to improve customer experiences across all touchpoints, to achieve business outcomes.
Responsibilities
- Develop and execute a customer experience strategy that aligns with the organisation’s strategic priorities and values
- Analyse customer feedback, survey results, and operational data to identify customer pain points and define action plans to address experience gaps
- Apply creativity and design thinking to come up with new service offerings to address customer feedback, and achieve company goals
- Lead and manage customer experience transformation projects, leveraging data, research, and industry best practices to design and execute impactful initiatives e.g. closed loop feedback programme
- Design personalised and customer-centric journeys that enhance brand loyalty, drive customer satisfaction, and improve overall business performance
- Evaluate and recommend CX technologies, tools, and platforms to enhance customer interactions and drive operational efficiencies
- Collaborate across customer success as well as with cross-functional teams, such as marketing and product, to align customer experience efforts with business goals and objectives
- Train and educate colleagues on customer-centric approaches and best practices to foster a customer-focused culture throughout the organisation
- Monitor KPIs related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders, to drive action
- Lead a highly engaged workforce through frequent communication, goal setting, performance management and creating a positive environment of trust, transparency, and clear expectations
ABOUT YOU
- Strategic-thinking - come up with innovative ideas and define strategies to stay one step ahead of our competition and come up with brand-new ways to impress our customers
- Goal setting - while determining what we want to achieve for our customers, you also need the ability to set SMART goals for your team members
- Communication - the ability to listen to others, storytelling, and clearly convey your ideas and feedback, as well as collaborate with internal teams and influence stakeholders
- Leadership - manage the Customer Experience Design team, driving consumer-centric initiatives, and influencing positive change within the organisation
- Analytical skills - assess qualitative and quantitative data to identify customer trends and patterns, draw conclusions, and make data-driven decisions to enhance the customer journey
- Problem-solving - identify and address customer problems, resolve conflicts, and find creative solutions to pain points
- Adaptability - you can proactively respond to evolving customer needs, industry trends, and shifting business dynamics
- Emotional intelligence - a high level of emotional intelligence enables you to navigate the emotions of both customers and team members, showing empathy when needed
Qualifications
- 8+ years of experience in customer service, customer experience management, or a related field
- 4+ years of experience leading teams - including setting goals, coaching, development and performance management
- A minimum of a Bachelor’s degree from a top tier university or equivalent work experience
- Advanced knowledge on quantitative or qualitative research methodologies
- Proficiency in using customer experience tools and software such as customer feedback management systems, CRM platforms, and data analytics software
- Certifications in customer experience, such as Certified Customer Experience Professional (CCXP), are advantageous to show a commitment to the field and continuous learning
- Proven experience in implementing CX initiatives, managing process and organisational change.
"When I encounter a technical problem, I feel driven to find a solution that is simple, human, and easy to understand."
"It’s important to always strive for improvement, even if you’re already in a good place."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
"Designing at Intuit feels special because we're not just making things to make things. We're tackling real, consequential financial problems voiced by small businesses, self-employed, and individuals around the world. I'm grateful to have such a worthy and motivating mission when I go to work – powering prosperity around the world."
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"By feeding our customers' data through machine learning algorithms, we uncover valuable insights that empower millions of customers to feel more confident about their financial future."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
"We use the latest Native frameworks for iOS and Android to deliver a truly delightful mobile-first experience for our customers. I love that we're enabling millions of customers to improve their financial health, all under a world-class mobile experience."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"It's a great feeling knowing that when you push out a new feature or fix, our customers notice it and really love the work that we do! Here at Intuit, not only do we have the freedom to work with the newest technologies, but we value solving challenging financial problems for our customers above everything else."
"One of my favorite aspects of this role is that my work is helping small business owners achieve their business goals by solving complex financial problems. It's gratifying to know that the work that I'm doing directly impacts consumers and makes their lives easier so that they can focus their energy on growing their business."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Hear from our employees
Conrad De Peuter
Senior Data Scientist - Machine Learning Futures Group
Conrad leverages tools like natural language processing and machine learning to help tax analysts and small business owners use TurboTax and QuickBooks more efficiently. For Conrad, Intuit is a great place to learn, grow, and take full ownership of your career path.
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