It offers TurboTax income tax preparation products and services for do-it-yourself (DIY) customers in the US and Canada. Intuit also offers tax preparation and filing offerings including Lacerte, ProFile, ProSeries, and ProConnect Tax Online to professional accountants in the US and Canada.
Staff Customer Experience Lead
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.
Job Overview
We are seeking an exceptional Customer Experience Lead who thrives on changing the status quo and is laser-focused on making every experience simple, easy, and intuitive for our customers. We champion world-class customer experiences to power prosperity for our customers. Do you desire a job that fills you with a sense of meaning and purpose? Come join the GBSG (Global Business Soluitons Group) Customer Success Team as a Customer Experience Lead. We are developing Intuit QuickBooks offerings through innovation and deep customer empathy.
Responsibilities
- Be the thought leader and define engaging customer experiences
- Deep dive and communicate identified areas of opportunity within the customer experience and product design
- Influences project teams to ensure root causes and systemic issues are identified and treated
- Conducts research to identify customer pain points and drives experiments to develop hypotheses and propose successful solutions
- Frequently demonstrates a deep understanding of the customer and employee journey that challenge status quo
- Evaluate dashboard data reports to identify trends and insights related to data
- Gather & Develop Customer Insights from various listening posts and weave together with analytics, and often disparate data, to tell a compelling story that inspires impactful business outcomes
- Stay close to the customer and industry trends on QuickBooks and connected ecosystem to bring unique differentiation to the business and customer experiences
- Recommend actions and process changes to drive solutions to negative outliers or trends based on the data
- Partner closely with the cross functional team (e.g., product developers, designers, operations, risk, marketing and customer support, etc.) to build innovative customer experiences
- Deep customer empathy and decision making that demonstrates customer obsession
- Improving products, processes, and solutions for both internal teams and customers
- Communicating product changes and education to internal and external stakeholders
- Proactively seeks insight on the Voice of the Customer and Employee
- Creates Journey Maps highlighting the ideal end to end experience capturing all touchpoints
Expectations
- Sets and meets deadlines, takes actions to do so
- Effective communicator who can deliver a solid end to end story
- Reliable team player who collaborates across the ecosystem
- Bold in thought process, confident in decision making, ability to give and accept feedback
- Take ownership, act based on data and hold oneself accountable
Qualifications
- Understanding customer needsĀ – builds empathy, anticipates needs, uses root cause analysis and displays a natural curiosity
- Data backed story tellingĀ – connects data points to form actionable insights, leverages quantitative and qualitative research, is a customer advocate in every situation, is an expert with operational data, links experience back to business results
- Experience creative and advocacyĀ – has an end to end mindset, understands customer behavior, can develop personas and journey maps, defines āas isā and āto beā processes and journeys, acts as a product and services champion
- Strategic thinkingĀ – deconstruct problems to solve for the short term and long term, uses proven frameworks, priorities the work that matters most, understands the competitive landscape, brings an outside in perspective
- Excellent communication and presentation skills; ability to communicate technical and business requirements
- Strong attention to detail
- Takes initiative and is a self-starter
- Collaborative with all levels of the organization and across teams
- Critical thinking and problem-solving skills
- Gives closed loop feedback to internal stakeholders and outsourcing partners
- Ability to derive sound, data-based theories for what is lying behind trends and insights
- Ability to multitask and adapt to a rapidly changing environment
- Microsoft Office, emphasis on Excel and Google Docs/Slides proficiency
Accuracy Guarantee Coordinator
If you are a highly motivated individual with excellent organizational skills and have basic tax knowledge which includes understanding audit notices this role may be for you! Leveraging the Intuit Value āCustomer Obsession,ā we need you to help support Intuit TurboTax Accuracy Guarantees. You will advance our goal of āPowering Prosperity Around the Worldā by providing assistance to our customers and tax experts in processing customer Accuracy Guarantee claims. You will also play a key role in our effort to enhance our brand by delighting our customers and empowering them to prepare their taxes.
Responsibilities
- Analysis of federal and state tax notices to determine the amount and type of penalties and interest and whether they fall under the terms of TurboTax Guarantees.
- Maintain all customersā data and communications related to each Accuracy Guarantee Claim.
- Provide a high level of service to the customer by continuing to answer their questions and addressing their concerns.
- Escalate claims to management at customerās request and document the reasons for escalation.
- Work closely with the team to help resolve customer processing issues.
- Work with cross-functional teams in software development and tax services to enhance the customer experience.
- Plan weekly workload to ensure we meet service level agreement.
- Organize and maintain team meeting notes and track completion of action items.
- Prepare and maintain operational procedures for the administrative support function.
- Work closely with management for continuous improvements related to customerās Accuracy Guarantee Claim submission.
Qualifications
- Excellent organizational skills
- Individual tax experience and basic knowledge of tax laws
- Experience using TurboTax (2+ years)
- Audit experience (1+ years) with IRS and state tax audit or notice resolution.
- Excellent writing skills, ability to interpret technical tax information, and translate the information into easily understandable consumer friendly language.
- Critical thinking, problem solving, research skills and determination.
- Collaborates well with cross-functional teams, while also having an intense sense of ownership and accountability for the work.
- Able to think analytically and identify gaps in existing content and communicate actionable recommendations and suggestions for improvement.
- Ability to follow a playbook and best practices for written content, instructional design, etc.
- Proficient with technology; solid knowledge of computer operations and software
- Ability to work in a fast-paced environment with minimal supervision.
- Able to effectively prioritize individual and team work to ensure delivery of the highest customer value and communicate status to teams.
- Ability to work independently and use judgment to respond to customer inquiries/concerns
Senior Customer Experience Professional
Intuit Mailchimp is a leading marketing platform for small businesses. We empower millions of customers around the world to build their brands and grow their companies with a suite of marketing automation, multichannel campaigns, CRM, and analytics tools.
The Customer Success team within our Customer organization is focused on engaging and growing our customers throughout their Intuit Mailchimp journey. Our team uses a consultative approach to guide customers through their lifecycle, surfacing ideas, innovations, integrations, and capabilities supporting our customers’ business goals. We share a commitment to delivering the best possible experiences to drive adoption, growth, and customer advocacy. We connect with key influencers and power users to evaluate the strength of our business relationship, dig for pain points, gather and document product feedback, act as product advocates, and relay important communications directly to our customers. We collaborate internally with Customer Care, Product, Marketing, Sales, and Research to provide a connected experience for our customers.
We are looking for a Customer Success Manager interested in using creativity to solve problems, build long-term relationships with businesses, and help their customers use software to achieve their marketing goals. Customer Success Managers are the trusted advisors for each of their customers. They have an intimate understanding of how their businesses work and what the businesses need to grow and thrive. In working with your customers, you will find that no two of them are the same. You must be able to identify risks to customer satisfaction proactively and collaborate across product and operational lines to pursue solutions and advocate for our customers. You are comfortable with being a trailblazer and driving change across the organization to promote healthy processes that will allow us to better service our customers to create long-term value.
Responsibilities
- You are expected to be engaging customers whether it’s virtual or in This means you will be expected to engage in various forms of in person and video engagements that require your full presence to drive the best relational experience for customers. During virtual engagements (live or async) cameras should be on unless the customer specifically asks for cameras to be off.
- Manage 50 – 80 customer Some of your customers will be new, while others may have been using Intuit Mailchimp for several years.
- Be accountable for the retention and growth of your customers.
- Build and foster relationships with key decision makers and stakeholders across multiple customer teams
- Engage customers in strategy conversations to derive maximum value from their investment in Intuit Mailchimp
- Define what success means for your customers and produce detailed plans outlining a roadmap to achieve success and share in accountability of their success
- Monitor customer health and create risk mitigation plans where needed
- Resolve customer inquiries by aligning customers with the right resources
- Develop and share best practices with team members to continually improve our processes’ quality, effectiveness, and efficiency.
- Partner with different teams at Intuit Mailchimp to ‘solve for the customer’, including onboarding, up-sell, and contract Along the way, you will get to know Intuit Mailchimp’s software incredibly well and help your customers fully adopt the platform.
- Promote the growth of your install base by uncovering, scoping, and qualifying opportunities where customers can use more Intuit Mailchimp products and services to ensure customer retention and growth
- Understand technical roadblocks and make recommendations on solution implementation and core integrations using Intuit Mailchimp to overcome them
Qualifications
- 3+ years experience in a client-facing/account management role with at least 2 years of managing a dedicated book of business
- Fluent in both English and Spanish, Italian is a plus
- Business savvy with consultative, problem solving, and issue resolution skills
- Well-organized, with a high attention to detail and ability to prioritize and time manage for successful execution.
- Motivated self-starter who is hungry to learn and can provide strong examples of how they have achieved results while balancing demanding expectations
- Strong negotiation skills, comfortable navigating financial conversations, and dealing with cancellations
- It’s easy for you to build and maintain relationships, manage expectations, and identify issues that require escalation.
- Knowledge of Email Marketing or the aptitude to learn it quickly and independently is required.
- Excellent phone, written, and verbal communication Familiar with presenting strategy verbally in person, over the phone, and in email.
- The ability to thrive in a fast-paced environment
- Experience with SaaS & marketing automation software is a huge plus
- Some travel required (up to 15%)
Design Strategist
At Intuit we believe everyone has the right to prosper, which is why our mission is Powering Prosperity Around the World. Being a mission-driven company includes living our values every day. That means integrity is at the foundation of everything we do, including the products we design, the role we play in the communities we are a part of, and the way we treat every person that is a part of the Intuit family.
Our products, including TurboTax, Credit Karma, QuickBooks and Mailchimp, help solve our customersā most important problems to help them make more money, save time, and make financial decisions with confidence.
Intuit was founded in 1983 by Scott Cook and Tom Proulx and went public in 1993. Today, with a customer base of over 100 million, over 17,000 employees, Intuit serves customers worldwide in 19 locations and 9 countries by using our AI-driven expert platform to deliver powerful solutions for our customersā most important financial problems. And as much as we have re-invented our products and services, we have always stayed true to our core values.
Delivering on our mission on behalf of customers also means going beyond the products and services. We are committed to leaving the world a better place than we found it by delivering job readiness and creation through our Prosperity Hub Program, making a positive impact on climate with our focus on becoming twenty times carbon positive by 2030 and our unrelenting commitment to diversity, equity, and inclusion.
Weāre proud to have a culture that attracts top talent and empowers them to do the best work of their lives. When employees know they can bring their whole selves to work ā that translates into an environment that has been recognized as one of the worldās best and most innovative places to work year upon year.
We are seeking a seasoned design strategist to join Intuitās Brand and Transformation team, specifically within the Customer Strategy and Storytelling division. This team is dedicated to championing Intuitās customers and audiences by infusing all experiences with insights and strategic intent. Customer centricity is at the core of this roleāwhether through deep research studies, bringing customers to life, creating immersive customer demos, or other initiatives, we always prioritize insights and strategic intent. The talent and customer pipeline strategist is responsible for sourcing, recruiting, and hiring external voices for Brand and Transformation experiences. The ideal candidate will have a strong understanding of the event industry and a passion for collaborating with cross-disciplinary teams to create unique and memorable experiences.
Responsibilities
Event Responsibilities:
- End-to-End Strategist: Deeply understand the transformation required for each event and drive the sourcing, identification, and preparation of the right external voices (thought leaders, influencers, athletes, customers)
- Research-first approach: A
- Speaker Management: Lead the strategic planning and end-to-end execution for securing external speakers for all high-impact Brand and Transformation events
- Contract Negotiation: Draft and negotiate talent contracts, coordinating with core team members, talent representation, and all internal partners (legal, sourcing, etc.)
- Relationship Management: Manage relationships with teams representing external talent, such as talent agents, managers, and publicists
- Brand ambassador: Be the face of Intuit when interacting with everyday customers for speaking engagements
- Payment and Contracting: Work with agents for payment and contracting.
- Talent Onboarding and Preparation:
- Collaborate with event and strategy teams to craft content for speakers/talent
- Coordinate logistics, communications, marketing assets, and travel for talent as needed
- Provide onsite talent management as needed
- Coach teams across Intuit on the playbook for securing and closing on speakers
The āhowā
- Strategy alignment: Deeply internalize the eventās strategic narrative and the specific transformation that is required for the audience
- Staying ahead of the trends Be deeply immersed and informed about both established and up-and-coming keynote speakers in leadership, transformation, tech, and pop culture
- Maintain a strong pulse on current pop culture to stay on-trend, especially as the audience increasingly includes Gen Z
- Researcher at heart: You geek out on talking to all types of people from big names to your neighborhood dry-cleaning business. It is essential that you be able to get into deep conversations very quickly
- Seasoned design-thinker: Embraces design thinking as a way of working, not just a process. Demonstrated track record of scrappy prototyping, piloting, and experimenting to get to the right audience experience
- Fuel customer pipeline by consistently spending time finding and talking to customers, both consumers and businesses
Qualifications
- Bachelor’s degree in marketing, communications, learning and development or a related field
- At least 8-10+ years of experience in experiential learning, event marketing or experiential marketing fields
- Strong understanding of what it takes to secure external speakers
- Excellent communication and interpersonal skills
- Exceptional storytelling and communication skills. Comfortability with writing narratives and other types of communications
- Ability to work independently and as part of a team
- Strong organizational and time management skills