Customer Experience Designer

2 weeks ago

Sydney, New South Wales, Australia Intuit Inc. Full time

Intuit is a mission-driven, global financial platform company that gives everyone the opportunity to prosper. We are using technology to build solutions to challenging financial problems for millions of people around the world.

The Customer Success team delivers award winning service and support experiences to small business owners and accountants using our products, including QuickBooks Online, QuickBooks Advanced, QuickBooks Online Accountant, and QuickBooks Payroll.

Joining the Customer Success team as our Customer Experience Designer, you will lead the design and execution of compelling and creative experiences that strike a balance between meeting the customers' needs and driving our business outcomes.

You will fuel the success of our customers around the world, by driving a frictionless experience with our products and service offerings, through the testing and implementation of solutions that address key customer problems and grows the customer base.. You will also partner with stakeholders from across the business (Marketing, Sales, Partnerships, Product), and influence service offerings, product roadmaps and marketing initiatives to inspire confidence with every customer at every memorable moment.

The role will design experiences and create the service blueprints for customer success offerings that drive uplift to retention across activities such as analysis of feedback (Voc & VoE), journey mapping, action planning, service design, and defining playbooks to enhance the customer experience, solve business opportunities, improve business metrics, and increase customer engagement. You will provide expertise and guidance to improve customer experiences across our customer success touchpoints, to achieve designed business outcomes, such as transactional NPS, Product NPS, customer retention and revenue growth.

THE ROLE

  • Execute a customer experience strategy that aligns with the Go to Market and Customer Success strategic priorities across Australia as a developed market and 200+ growth markets spanning 10 prioritised languages.
  • Partner effectively and build trust with your peer group across the business (Markring, Sales, Partnership, Product and Customer Services.
  • Design transformation service offerings, leveraging data, research, and industry best practices to design and execute impactful initiatives e.g. onboarding, saves, next best action
  • Apply creativity and design thinking to come up with new service offerings to address customer feedback, and achieve company outcomes.
  • Design personalised and customer-centric journeys that enhance brand loyalty, drive customer satisfaction, and improve overall business performance
  • Develop and drive well formed experiments using design thinking methods that address customer pain across our service offerings and our product.
  • Collaborate across customer success with clear expectations to align customer experience efforts with business goals and objectives
  • Design and implement customer service standards and guidelines to ensure consistent and exceptional service delivery to build customer relations
  • Analyse customer feedback, survey results, and operational data to identify customer pain points and define action plans to address experience gaps
  • Advocate and educate peers on customer-centric approaches and best practices to foster a customer-focused culture throughout the organisation
  • Monitor customer and operational KPIs / standards related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders
Responsibilities
  • Strategic-thinking - partner with customer success leadership to build quarterly and annual plans while developing innovative ideas and strategies to stay one step ahead of our competition and come up with brand-new ways to impress and build confidence with customers in 200+ countries, spanning 11 languages
  • Goal setting - while determining what we want to achieve for our customers, you also need the ability to set and drive SMART goals for yourself. You will be responsible for setting yourself clear and specific OKI's and KPI's that focus on customer, shareholder and employee outcomes.
  • Communication - the ability to listen to others, storytelling, and clearly convey your ideas and feedback, as well as collaborate with internal teams and influence stakeholders
  • Leadership - manage relationships and stakeholder expectations as you take a T-shaped leadership approach to everything you do.
  • Analytical skills - assess qualitative and quantitative data to identify customer trends and patterns, draw conclusions, and make data-driven decisions to enhance the customer journey
  • Customer advocacy - experienced in placing the customer at the centre of decision-making and continuously strive to exceed their expectations by staying on top of customer support and customer complaints, creating a powerful customer experience strategy
  • Problem-solving - identify and address customer problems, resolve conflicts, and find creative solutions to pain points
  • Adaptability - you can proactively respond to evolving customer needs, industry trends, and shifting business dynamics
  • Emotional intelligence - a high level of emotional intelligence enables you to navigate the emotions of both customers and your partners, showing empathy when needed

We offer

  • An exceptional Employee First culture with excellent remuneration including bonus, benefits, ongoing training and career growth.
  • An Agile structure where your ideas are heard and you become an integral part of our business.
  • A Hybrid working structure of both office and home, with our offices boasting amazing Harbour views in Sydney CBD.
  • A diverse inclusive culture.
  • A real family feel with lots of wellness, fun activities and company rewards.
  • 5+ years of experience in customer service, customer experience management, or a related field
  • 3+ years of experience managing voice of the customer programs
  • Proven customer experience design and implementation in developed and emerging markets across international markets.
  • Advanced knowledge on quantitative or qualitative research methodologies
  • Ability to use data to support and drive decision making.
  • Expertise with customer-centric support and service design approaches – including design thinking, journey mapping, experimentation and interaction
  • Proficiency in using customer experience tools and software such as customer feedback management systems, CRM platforms, and data analytics software
  • Certifications in customer experience, such as Certified Customer Experience Professional (CCXP), are advantageous to show a commitment to the field and continuous learning
  • Proven experience in implementing CX initiatives, managing process and organisational change.

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