What you'll bring

• Share and transfer knowledge as it becomes available
• Defines customer & business requirements enabling cross-functional teams to develop great solutions efficiently
• Specifies stakeholders and clear roles for a decision
• Drives and communicates sound, data-based decisions
• Owns and works on key pieces of the roadmap
• Develop customer and expert insights based on data provided by the Analytics team
• Is accountable for and drives key pieces of the market and customer success growth roadmap
• Works effectively with senior internal and external personnel in their own area of expertise.
• Experienced individual contributor who owns Customer Experience for a product or service or multiple smaller products/ services / customer segments
• Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors
• Influence impacts multiple parts of major offerings or multiple offerings. Decisions impact both personal, team and/or market deliverables.
• Scope In addition to CX Lead where appropriate

How you will lead

• Provides clear direction to the team on how to conduct FMHs and uses a cross-functional approach to lead experiments that will test customer behavior and solve hypotheses across craft areas and functions.
• Leads and influences cross-functional teams to analyze data and provide innovative solutions in complex and difficult
• Teaches others to use our systems and ensure processes are aligned to the business needs and up to date to facilitate the compilation of data.
• Teaches others on how to identify human behavior and market trends that can impact the way our products operate to prevent possible risks.
• Applies market trends to the “what” and “how” of their processes; prioritizes projects and initiatives and align them to Intuit’s key initiatives
• Leverages internal networks to analyze the customer and expert experience from a cross-functional perspective and delivers solutions that will have a broad impact.
• Quickly identifies critical parts of a problem and works cross-functionally to deliver complex and effective
• Utilizes diverse methodologies to solve difficult problems and leverages expertise and credibility to create alliances that will ease implementation of solutions.
• Constantly seeks for internal and external feedback to make sure Customer Success delivers services that suit customer
• Teaches others design thinking skills and works with cross-functional teams to ensure processes are
• May drive the customer experience narrative for market in market and customer success monthly business Keeping a pulse on VoC and VoE
• Works with cross-functional teams and other leaders across Intuit to ensure market research and VoC insights are considered when proposing new customer experience and requirements

• Service Recovery / Multi-channel Outreach Strategy, NLAC CS Capabilities
• Bi-weekly and/or monthly share outs to executive staff
• Roadmap, planning FOLIOs, Planning Quarterly up to an entire year
• Works on projects of high complexity
• Independently establishes strategy and execution plan for personal deliverables
• Makes decisions that primarily impact personal, team and market deliverables
• Navigates and drives in-market cross functional teams to deliver CXM outcomes (applies to CXM teams in international markets in SBSEG)