Senior Manager, Customer Experience

at  Intuit

OVERVIEW

Intuit is a global technology platform company that helps our customers and communities overcome their most important financial challenges. We help give over 50 million consumer, small business, and self-employed customers around the world the opportunity to prosper.
Full Service is the premium service offered within TurboTax. It is a transformative experience that reimagines how an expert prepares and files taxes for a customer virtually, and gets their taxes done with complete confidence and max refund guaranteed. Customers love this offering - we are making a significant investment to grow it quickly and disrupt the market.

Joining the Customer Success team as our Sr. Manager of Customer Experience, you will lead the testing, execution, and operationalization of compelling customer and expert experiences that strike a balance between meeting the customers’ needs and driving our business outcomes. The role will lead a team that conducts activities such as analysis of feedback (Voc & VoE), process and journey mapping, action planning, and defining playbooks to enhance the customer experience, improve business metrics, and increase customer engagement. You will provide expertise and guidance to improve customer experiences across all touchpoints, to achieve designed business outcomes, such as transactional NPS, Product NPS, customer retention and revenue growth.