About this opportunity
Intuit lists this Group Manager, TurboTax Assisted Customer Experience opportunity in san diego, California. Review the employer’s description below for duties, qualifications and application requirements.
Job description
CX Leader For Customer Success Assisted Services Growth TeamJoin an innovative CX leadership team driving breakthrough growth and exceptional customer experiences for TurboTax.Intuit is seeking an experienced CX leader to head the Customer Success Assisted Services Growth team within Intuit's Consumer Ecosystem. In this role, you'll evolve how we engage customers in a scaled omni-channel environment — driving confidence, conversion, retention, and ecosystem adoption through high quality expert interactions and relationships. You'll partner closely with Product, Marketing, the Expert Network, and Data Analytics across the Consumer Ecosystem and platform teams, while building and coaching a team of managers and individual contributors.ResponsibilitiesWhat You'll DoLead and grow a high-performing team of CX professionals, focused on scaling our omni-channel expert-led services via retail, virtual and hybrid experiences prioritizing work to maximize both individual and team impactGuide the team in identifying customer needs and lead cross-functional experiments that test customer behavior and validate hypotheses across craft areasAnalyze data with cross-functional partners to solve complex, ambiguous problems and drive innovative solutionsChampion curiosity about customer behavior, building internal and external networks to understand needs from a broader perspectiveShape customer success, product, and marketing strategy — including experimentation — around customer journeys, segments, and lifecycle stageAdvocate for customers, using market research and Voice of the Customer insights to resolve barriers and define target-state experiencesRepresent CX on cross-functional leadership teams, driving data-informed change to improve customer and business outcomesChampion data-backed storytelling, ensuring systems and processes stay aligned to business needs and support reliable dataTranslate a deep understanding of Voice of the Customer and Voice of the Employee into commercial impactWhat You'll OwnStrategic practices aligned to Intuit's values and Customer Success goals, empowering teams to deliver innovative, customer- and business-aligned solutionsCoaching others in design thinking and process management to build a continuous improvement mindsetChange management — acting as a role model who communicates a clear change vision and manages stakeholder engagement through transformationIndependent strategy and execution planning for high-complexity projects, with decisions that shape cross-functional priorities and outcomesQualificationsWhat You'll Bring7+ years of Customer Experience leadership, including in highly matrixed, fast-moving environments — developing product/service experiences and driving revenue and customer growthStrong grasp of customer behavior, with experience in consumer segmentation, design thinking, and scientific decision-making methods; A/B testing experience requiredStrong analytical and problem-solving skills, with a track record of using data for customer insights, measurement, ROI analysis, and recommendationsA customer-first, design-minded approach, with demonstrated strength in product management or experience design (SaaS, self-help, or CRM environments preferred)Experience managing or partnering with customer support organizations and operations (direct or via BPO)Excellent verbal, written, and interpersonal communication skills, with the ability to tailor content across audiences and channelsSound business judgment, intellectual curiosity, and a strong desire to learnComfort operating at both strategic and tactical levels, leading by exampleEducation: BA/BS required; MBA strongly preferred
Worksite address
san diego, CA, 92101, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.