Group Manager, Customer Experience

Credit Karma Customer Success Leader

Come join an innovative CX leadership team driving breakthrough growth and awesome customer experiences for TurboTax and Credit Karma! Intuit is seeking an experienced CX leader to lead a Credit Karma Customer Success team within Intuit's Consumer Ecosystem (TurboTax, Credit Karma). We have an exciting opportunity to evolve and accelerate the way we engage our customers to drive confidence, conversion, retention, and ecosystem adoption through intelligent expert and digital interactions. This role will drive critical cross-functional strategies and will partner closely with Product Managers, Marketing, Expert Network and Data Analysts, within the Consumer Ecosystem and across platform teams. This role will also manage teams within the organization and will be responsible for coaching both managers and individual contributors, defining team priorities, and developing the organization.

Responsibilities :

• Strong people manager with a proven track record of leading winning teams
• Develops and grows an exceptional team of CX professionals, prioritizes the team's work to maximize effectiveness and impact both at the individual and team level
• Deep understanding of customer needs
• Provides clear direction to the team on how to identify customers needs and uses a cross-functional approach to lead experiments that will test customer behavior and confirm hypotheses across craft areas and functions
• Leads and influences cross-functional teams to analyze data and provide innovative solutions in complex and difficult situations
• Champions a true curiosity for customer behavior by networking internally and externally to understand their needs from a broader perspective
• Drives strategic thinking to optimize customer success, product, and marketing efforts (inclusive of experimentation) for customer journeys, based on customer segments, lifecycle stages, and other critical customer attributes
• Advocates for customers and creates exceptional customer experiences
• Consistently applies market research and Voice of the Customer insights to strategize and resolve barriers when defining target state customer experiences
• Represents customer success and CX on cross-functional leadership teams and provides / inspires data-driven change around end-to-end customer experiences to improve customer and business outcomes
• Champions data-backed storytelling
• Teaches others to use systems and helps ensure processes are aligned to the business needs and up to date to facilitate the compilation of data
• Has an advanced understanding of the Voice of the Customer and Employee and is able to translate that into our commercial success
• Works closely with other craft areas and functions to obtain quantitative and qualitative data that will impact the use of our products and services from a cross-functional perspective

Qualifications :

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs. 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 $ 190,000-257,000 Bay Area $ 215,500-291,500 EOE AA M / F / Vet / Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.