Overview We are looking to add a Senior Customer Strategy Lead in our Center of Excellence (CoE) team. This person is exceptionally curious, adaptable, and thrives on changing the status quo and is focused on making every experience simple, easy, and intuitive for our customers. We champion world-class customer experiences to power prosperity for our customers. This role will develop Intuit QuickBooks offerings through innovation and deep customer empathy. What you'll bring + Minimum of 5 years in Customer Experience or Customer Strategy, including leading in a highly matrixed, cross-functional, and fast-moving environment, developing product/service experiences, and driving revenue & customer growth. MBA strongly preferred. + Organizationally savvy, with good interpersonal effectiveness, influence, and ability to get things done through both formal and informal means. Exceptional ability to collaborate, influence (with and without authority), mobilize and energize key stakeholders and complex cross-functional teams to implement creative, innovative, best in class solutions. + Self-motivated and willing to proactively take on leadership roles in programs and projects. + Must have a strong presence and be a compelling communicator/storyteller (with quantitative & qualitative data) across all levels of the organization to win hearts and minds. Good listener and problem solver; solutions oriented and great at simplifying complex topics. Knows when to dive deep, and when to stay at a higher level. Must have a very strong pulse on the metrics driving the business + Strong acumen in understanding customer behavior and using design thinking and scientific methodologies to inform decision making. Clearly exhibits a systems thinking mindset, and can apply the appropriate framework at the right time, or create a new one as needed + Strong intellectual curiosity and deep desire to learn. + Robust analytical and problem-solving skills with clear examples of using data actively for customer insights, measurement, ROI analysis and recommendations + Experience with segmentation research and persona development is a plus + Previous experience in research (qualitative or quantitative), analytics, statistical modeling, product management, or design is strongly preferred. + Deep knowledge of CX measurement and analytics with known methodologies and industry tools (i.e. Qualtrics, Medallia, Gainsight, etc) is a plus How you will lead + Translates business strategy into CX projects and programs + Monitors customer, competition and industry trends to inform business and CX differentiation + Uses industry best practices to inform CX improvements + Identifies and prioritizes problems/opportunities + Recommends and influences CX solutions to drive growth + Partners with cross-functional leaders to champion and improve End-to-End (E2E) CX improvements + Utilizes diverse methodologies to solve difficult problems and leverages expertise and relationships to successfully influence prioritization and solution implementation + Customer Insights and Understanding + Researches and analyzes customer behaviors to build customer personas, journey maps, and service blueprints + Connects customer insights across multiple data points (such as market research, Voice of the Customer surveys, behavioral data, and operational data) and touch points to recommend actionable solutions + Applies insights to resolve customer challenges and define target state experiences + Experience identifying, developing and establishing KPIs based on customer journeys, personas, and/or jobs-to-be-done + Develops strategic plans to help partners reach target state experiences through experience design and customer advocacy. + Networks to understand customer needs from a broader perspective + Drives programs to design exceptional employee and customer experiences + Introduces innovative design solutions to eliminate friction and drive customer delight + Has an advanced understanding of the Voice of the Customer and Employee data and is able to translate that into our commercial success + Driving Action Through Storytelling and Design + Develops compelling data-backed narratives that link CX initiatives to desired outcomes and business results. + Clearly communicates recommendations to stakeholders and cross-functional teams, guiding the implementation of initiatives that address customer needs and exceed customer expectations + Identifies, synthesizes, and prioritizes Voice of the Customer and Employee data, building business cases for change that demonstrate positive impacts for employees, customers, and shareholders. + Leverage behavioral, Voice of the Customer (VoC) and research data to build customer empathy, optimize customer-facing experiences/programs, and design new programs to meet customer needs. + Develops presentations to communicate customer insights and recommendations to both technical and non-technical stakeholders. + Operational Excellence & Change Leadership: + Build and improve CX processes, tools, technology, deliverables and engagement methods to deliver improved CX impact for our customer + Role model change management best practices, managing stakeholder engagement by communicating a change vision and helping execute successful transformation change + Manage large-scale programs end to end. Including issue and risk management, optimize processes, track dependencies and milestones, and communicate program statuses. + Support in-flight deliverables from our 3-year and 1-year strategic plans, ensuring operational rigor and structures are in place. 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.