Job Description

Customer Experience Professional

We're looking for a skilled and passionate Customer Experience Professional to elevate the QuickBooks Launch experience. You'll play a key role in improving the customer success and support readiness journey, ensuring a seamless and successful readiness plan for Quickbooks customers and experts. You'll collaborate cross-functionally to gain a deep understanding of customer needs, shaping how our experts deliver value. You'll be instrumental in optimizing efficiency and identifying opportunities that directly impact our bottom line. If you thrive in a fast-paced, highly collaborative environment and can seamlessly transition between strategic thinking and diving deep into details, we want to hear from you.

Responsibilities

• Drive Strategic Initiatives - Own and execute customer service initiatives to address customer needs. Scope, plan, and define the required deliverables and timelines to drive service strategy and innovation.
• Technical Translation - This role will act as a high-level Subject Matter Expert (SME) who translates complex QuickBooks accounting and tax updates into simplified, actionable workflows and help content for our global expert network.
• Launch Orchestration: Lead end-to-end service delivery design for launches, focusing on minimizing 'expert friction' during product changes.
• Knowledge Transfer: Explicitly state the responsibility for ensuring 'Day 1' readiness through effective knowledge transfer.
• Elevate the Customer Experience - Deeply understand customer needs stay close to customer perceptions by leveraging insights from surveys, interviews, and engagement metrics. Collaborate with teams such as User Research and Market Research, while proactively identifying and addressing gaps in the customer journey to enhance satisfaction and outcomes.
• Innovate & Scale Solutions - Develop hypothesis and data-driven solutions, and run quick experiments to continuously refine Service offering and experience, to ensure customer retention, increased efficiency, and operational scalability.
• Cross-Functional Leadership - Collaborate with Product Management, Marketing, Sales, and Service Delivery teams to create holistic solutions balancing customer needs and business goals. Build trust and shared context among cross-functional teams to accelerate execution and meet critical outcomes.
• Leverage Analytics and Insights to Improve CX and Efficiency - Analyze customer feedback and data insights to continuously refine service strategies, prioritize enhancements, and deliver optimized experiences. Monitor performance metrics to assess impact and identify opportunities for improvement.
• Apply Design Thinking - Use design thinking and customer-centric methodologies to create seamless, intuitive service experiences that drive retention, loyalty, and satisfaction.

Qualifications

• Experience & Industry Expertise

  • 6-8 years of experience in customer experience strategy, product management, or related fields, preferably in SaaS or services-based industries.
  • Familiarity with customer service organizations, operations, and domain expertise in accounting, Human Capital Management (HCM), or payroll is a strong plus.

• Educational Background

  • Bachelor's degree in Business, Technical, or Science disciplines required; MBA or advanced degree preferred (or equivalent work experience).

• Customer-Centered Mindset

  • Proven commitment to placing the customer experience at the core of decision-making, proactively identifying opportunities for growth and change.

• Analytical & Strategic Thinking

  • Proficient in end-to-end quantitative thinking and problem-solving.
  • Adept at translating complex data into actionable insights and clear narratives that inspire stakeholders to take strategic action.

• Leadership & Collaboration

  • Strong track record of building collaborative cross-functional partnerships and driving alignment.
  • Outstanding verbal, written, and presentation skills with the ability to simplify complex ideas, tell stories with data, and motivate partners to pursue initiatives.

• Execution Orientation

  • Proven ability to manage multiple projects and initiatives in a fast-paced environment, delivering measurable business impact.
  • Proactive in anticipating dependencies, risks, and resource gaps, working swiftly to resolve them.

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