As the Director of the Consumer Group Core Experiences and Customer Experience Management team, this role will be responsible for building and leading a customer experience 'practice' to drive innovation in the way that the company works, serves its customers, and builds its offerings, both across the Consumer Group and Intuit. This Director role will be pivotal in the ongoing transformation of the role Customer Success plays in experience excellence and the proactive development of end-to-end experiences to eliminate customer friction points in service to growth and retention, and will accelerate the Customer Success brand of an organizational strategic enabler versus a cost center.

This Director will report to the VP of Consumer Group Customer Success and will partner closely with Product Management, Design, and Engineering to create customer-centric designs that simplify complex processes and ensure that the customer journey is clear and intuitive, evangelizing a deep understanding of the voice of the customer. By eliminating customer friction points, we can ensure that our customers are satisfied and more likely to continue to use and recommend our products.

Additionally, this role will be critical to designing key customer success experiences that are seamless across TurboTax and Credit Karma offerings. The Director will collaborate with cross-functional stakeholders to create a unified experience that delights customers and drives adoption of our products and services.

To succeed in this role, the ideal candidate should have experience working in a consumer-focused environment with a background in driving customer experience improvements and creating a culture of customer empathy within an organization. This position also requires strong leadership, communication, and analytical skills, as well as the ability to motivate, manage, and develop high-performing teams.

The ideal candidate is passionate about improving the customer experience, has a 'roll up your sleeves' mentality, and can operate in a fast-paced, constantly-evolving environment. If you are energized by creating innovative solutions and driving results in a highly collaborative and customer-focused environment, this role may be the right fit for you.

Responsibilities

This role will involve the following key areas:

• Build and execute a vision for a seamless, transparent and frictionless customer experiences that is aligned with our segment growth strategy, along with business goals to support
• Develop the Customer Experience practice within the organization to lead the elimination of pain points/friction and optimize customer experiences. This includes aggregating quantitative and qualitative insights and collaborating with other teams to enhance products, policies, and communication.Partner with customer-facing teams to identify, synthesize and prioritize VOC and VOE data, creating data-backed business cases for change that show clear employee, customer, and shareholder impacts
• Create customer measurement dashboards integrated into our CX planning process to ensure data-backed decisions are made for brand, price, product, and service improvements
• Partner with Intuit Customer Success Teams to improve end-to-end customer journeys and datasets
• Incorporate evolving industry trends and best practices