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.