Customer Experience Designer

4 weeks ago

Sydney, Australia Intuit Full time

Company Overview

Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.

Qualifications

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.

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.

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