Staff Customer Experience Professional

Company Overview

Job Overview

Come join an innovative team driving breakthrough growth and awesome customer experiences for TurboTax and Credit Karma! Intuit is seeking an experienced Staff Customer Experience Professional for the Consumer Group Customer Success team. We have an exciting opportunity to evolve and accelerate the way we engage our customers to improve the everyday banking experience by driving confidence, trust, and ecosystem adoption. This role will drive critical cross-functional strategies and will partner closely with Product Managers, Operations, Marketing, Expert Network and Data Analysts, within the Consumer Ecosystem and across platform teams.

Responsibilities

• Champion a deep understanding of customer needs to advocate for and create exceptional end-to-end customer experiences.
• Consistently apply Voice of the Customer (VoC), research, competitive insights, and CX benchmarking to identify barriers, improvement areas, and future customer needs.
• Transform customer insights into actionable cross-functional CX strategies and initiatives, informed by key areas of friction, customer journeys and new offerings.
• Independently lead the delivery of programs that advance the customer experience strategy, overseeing prioritization and collaboration across cross-functional teams.
• Evaluate strategies against current performance metrics and drive continuous improvement through experimentation and data-backed decision making.
• Synthesize and distill customer insights, stories, and recommendations into clear, compelling narratives that influence cross-functional stakeholders and align to overall business strategies and desired outcomes

Qualifications

• 7+ years of Customer Experience experience, including leading in a highly matrixed, cross-functional, and fast-moving environment, developing product/service experiences, and driving revenue & customer growth.
• Strong acumen in understanding customer behavior with experience in consumer segmentation and using design thinking and scientific methodologies to inform decision making.
• Robust analytical and problem-solving skills with clear examples of using data actively for customer insights, measurement, ROI analysis and recommendations.
• Customer champion with a design mindset and demonstrated strengths in product management or experience design (ideally with SaaS, Self-Help, or CRM environment).
• Customer Service & Support Expert: Demonstrated strength managing or working with customer support organizations and operations (direct or via BPO).
• Excellent verbal, written, and interpersonal communication skills.
• Ability to roll-up sleeves and lead by example at both strategic and tactical levels.
• Analytical orientation, creativity in problem solving, with keen business judgment.
• Strong intellectual curiosity and deep desire to learn.
• Exceptional interpersonal, communication and presentation skills with the ability to tailor content for audience levels and channels.
• BA/BS required; MBA strongly preferred.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is:

Southern California $160,000-216,500