Overview

• Individual contributor who contributes to execution of parts of the customer experience plan
• Works on problems of limited to moderate scope where analysis of situations or data requires review of a variety of factors
• interprets and responds to data and makes recommendations for elements of new designs
• Influence primarily impacts the customer experience of a specific product, persona and/or offering.
• Decisions impact both personal and team deliverables
• Contributes to the completion of organizational projects and goals
• Works closely with external business partners (when relevant to the offering)

What you’ll bring

Recrutier to add qualifications

How you will lead

• Synthesize data from various Voice of Customer channels (including follow-me-homes) to identify pain points in product and service experiences and drives experiments to develop hypotheses and propose successful solutions
• Frequently demonstrates a deep understanding of the customer and expert journey (and long term problems) and proposes solutions that challenge status quo to eliminate friction between both experiences
• Influences direct project team to ensure root causes and systemic issues are identified and analyzed; understand the impact of human behavior and market trends on customer interaction with products
• Connects the dots using external and internal data about our customer needs and provides precise recommendations aligned to the business
• Leverages quantitative and qualitative research to become an expert on the use of our products and services
• Proactively seeks insight on the Voice of the Customer and Employee to identify critical data that will help develop solutions to improve customer experience
• Applies market trends to the “what” and “how” of their processes; prioritizes projects and initiatives and align them to Intuit’s key initiatives
• Proactively simplifies and continuously improves existing processes to operate more efficiently. Serves as an informal leader for change management within the direct team