Senior Manager, Customer Experience
Welcome to Intuit! We are a leading financial technology company that helps individuals and businesses thrive by simplifying their financial management tasks. We are looking for a passionate and experienced Senior Manager to lead our Customer Experience team. In this role, you will be responsible for driving exceptional customer experiences across all touchpoints and ensuring that our customers have a seamless and positive journey with our products and services. We are seeking someone who is customer-centric, strategic, and a natural leader with strong communication and analytical skills. If you are a self-starter who is constantly seeking ways to improve and innovate, we would love to hear from you. Join us and be a part of our mission to empower our customers to prosper.
- Develop and implement a customer experience strategy that aligns with the company's overall goals and objectives.
- Lead and manage a team of customer experience professionals, providing guidance, support, and coaching to ensure high performance and growth.
- Collaborate with cross-functional teams to improve customer touchpoints and identify areas for enhancement.
- Monitor and analyze customer feedback and metrics to identify trends and opportunities for improvement.
- Develop and maintain customer journey maps and personas to guide the team in creating personalized and seamless experiences for our customers.
- Develop and maintain processes and procedures to ensure consistency and efficiency in delivering exceptional customer experiences.
- Stay updated on industry trends and best practices to continuously improve the customer experience.
- Identify and implement innovative solutions to enhance the customer experience, such as new technologies or processes.
- Foster a customer-centric culture within the team and across the organization.
- Collaborate with marketing and sales teams to ensure a cohesive and consistent customer experience throughout the entire customer lifecycle.
- Develop and manage customer experience budgets and resources effectively.
- Communicate and present customer experience strategies, initiatives, and results to senior leadership and stakeholders.
- Act as a brand ambassador and advocate for our products and services, promoting our commitment to customer satisfaction.
- Handle customer escalations and resolve issues in a timely and effective manner.
- Continuously track and report on key performance indicators related to customer experience, providing recommendations for improvement.
Extensive Experience In Customer Experience Management: The Ideal Candidate For This Role Should Have A Minimum Of 8-10 Years Of Experience In Customer Experience Management, With A Proven Track Record In Developing And Implementing Successful Strategies To Improve Customer Satisfaction And Loyalty.
Strong Leadership Skills: As A Senior Manager, Customer Experience, The Individual Will Be Responsible For Leading And Managing A Team Of Customer Experience Professionals. Therefore, The Candidate Should Possess Excellent Leadership Skills, Including The Ability To Motivate And Inspire Team Members, And Effectively Manage Conflicts And Challenges.
Strategic Thinking And Problem-Solving Abilities: This Role Requires A Strategic Thinker Who Can Identify Customer Pain Points And Develop Innovative Solutions To Address Them. The Candidate Should Also Have Strong Problem-Solving Skills To Handle Complex Customer Issues And Provide Timely Resolutions.
Excellent Communication And Interpersonal Skills: The Senior Manager, Customer Experience Will Be Required To Collaborate With Cross-Functional Teams, Communicate With Stakeholders At All Levels, And Build Relationships With Customers. Therefore, The Candidate Should Possess Excellent Communication And Interpersonal Skills To Effectively Convey Ideas And Build Rapport.
Knowledge Of Customer Experience Best Practices And Tools: The Ideal Candidate Should Have A Deep Understanding Of Customer Experience Best Practices, Methodologies, And Tools. They Should Also Be Up-To-Date With The Latest Trends And Advancements In The Field To Continuously Improve And Enhance The Customer Experience At Intuit.
Process Improvement
Strategic Planning
Project Management
Data Analysis
Communication
Team Management
Leadership
customer service
Relationship Building
Collaboration
Problem-Solving
Customer retention
Communication
Conflict Resolution
Emotional Intelligence
Leadership
Time management
creativity
flexibility
Teamwork
Adaptability
Problem-Solving
According to JobzMall, the average salary range for a Senior Manager, Customer Experience in Plano, TX, USA is between $99,000 and $160,000 per year. However, salaries can vary depending on factors such as the size and industry of the company, the specific job responsibilities, and the individual's experience and qualifications.
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Intuit Inc. is an American business and financial software company that develops and sells financial, accounting, and tax preparation software and related services for small businesses, accountants, and individuals. The company operates through the following segments: Small Business, Consumer Tax, and ProConnect. The Small Business segment targets small businesses and the accounting professionals. It offers QuickBooks financial and business management online services and desktop software; payroll solutions; and payment processing services. The Consumer Tax segment includes TurboTax income tax preparation products and services. The ProConnect segment provides professional tax offerings, which include Lacerte, ProSeries, ProFile, and ProConnect Tax Online among professional accountants in the U.S. and Canada.
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