Senior Customer Experience Specialist

Are you a customer obsessed? Passionate about creating seamless, delightful customer experiences? Do you have expertise in mapping journeys and identifying and resolving customer-experience pain points? Does the idea of making tax filing easier, less intimidating, more confidence-inspiring make you excited to get out of bed and come to work? Does working for a company whose mission is to power prosperity and whose primary focus is on solving customer problems excite you? If you answered yes to these questions, then this may be an role for you!

Intuit's Consumer Group is seeking a Senior Customer Experience Specialist to focus on refining existing customer experiences and creating delightful new customer experiences for CK members who file their taxes with TurboTax. The successful candidate will work to map the ideal state journeys, identify pain points, and design solutions to ensure customers get back on track quickly. If you have a strong background in customer experience and are eager to make a big impact with a fast-moving, innovative company that cares deeply for its customers, we encourage you to apply!

Responsibilities

Map Customer Journeys: You'll study and document the various happy and unhappy paths customers travel as they move from Credit Karma to TurboTax. You'll identify and diagnose friction points, both by doing customer research (aka customer follow me homes) and by using our products yourself. Then you'll partner with product managers, staffing operations, learning and development, and service delivery to make data-backed recommendations for getting customers back on a happy path.

Test New Experiences: After identifying concrete customer problems, you'll form hypotheses for resolving these problems. In partnership with analytics teams, you'll make a business case for testing new customer experiences. You'll then take a lead role in the execution of tests, the success of which will translate to business growth (more CK customers filing their taxes with TurboTax) or expense reduction (reduction in customer support contacts or more-efficient support contacts).

Innovate: You won't wait to be told what to do. You lead with curiosity, taking initiative and asking yourself, "What could we build or do to eliminate this friction? What if we..." And with market research and VOC data by your side, you'll take a lead role in defining, designing, testing, and implementing solutions that align with Intuit's goals.

Take Initiative: You'll speak up. You'll ask questions to better understand. You'll raise your hand and take the ball, driving initiatives comprising cross-functional teams.

Influence: You'll build strong cross-functional relationships. You'll present your ideas and share your outcomes to leadership. You'll draft strategic white papers outlining your case for change. You'll create cross-functional alignment. You'll influence and teach cross-functional teams to put customers first when designing solutions and experiences.

Follow through: You'll commit to deliverables and will follow through.