Come join an innovative team driving breakthrough growth and awesome customer experiences for TurboTax and Credit Karma! Intuit is seeking an experienced Principal Customer Experience Professional for Credit Karma Customer Success team within Intuit’s Consumer Ecosystem (TurboTax, Credit Karma). We have an exciting opportunity to evolve and accelerate the way we engage our customers to drive confidence, conversion, retention, and ecosystem adoption through intelligent expert and digital interactions. This role will drive critical cross-functional strategies and will partner closely with Product Managers, Marketing, Expert Network and Data Analysts, within the Consumer Ecosystem and across platform teams. 

Responsibilities

• Deep understanding of customer needs
• Leads and influences cross-functional teams to analyze data and provide innovative solutions in complex and difficult situations
• Champions a true curiosity for customer behavior by networking internally and externally to understand their needs from a broader perspective
• Drives strategic thinking to optimize customer success, product, and marketing efforts (inclusive of experimentation) for customer journeys, based on customer segments, lifecycle stages, and other critical customer attributes
• Advocates for customers and creates exceptional customer experiences
• Consistently applies market research and Voice of the Customer insights to strategize and resolve barriers when defining target state customer experiences
• Represents customer success and CX on cross-functional leadership teams and provides/inspires data-driven change around end-to-end customer experiences to improve customer and business outcomes
• Champions data-backed storytelling
• Teaches others to use systems and helps ensure processes are aligned to the business needs and up to date to facilitate the compilation of data
• Has an advanced understanding of the Voice of the Customer and Employee and is able to translate that into our commercial success
• Works closely with other craft areas and functions to obtain quantitative and qualitative data that will impact the use of our products and services from a cross-functional perspective

Qualifications

• 7+ years of Customer Experience experience, including leading in a highly matrixed, cross-functional, and fast-moving environment, developing product/service experiences, and driving revenue & customer growth
• Strong acumen in understanding customer behavior with experience in consumer segmentation and using design thinking and scientific methodologies to inform decision making; A/B testing experience is a mandatory
• Robust analytical and problem-solving skills with clear examples of using data actively for customer insights, measurement, ROI analysis and recommendations
• Customer champion with a design mindset and demonstrated strengths in product management or experience design (ideally with SaaS, Self-Help, or CRM environment)
• Customer Service & Support Expert: Demonstrated strength managing or working with customer support organizations and operations (direct or via BPO)
• Excellent verbal, written, and interpersonal communication skills
• Ability to roll-up sleeves and lead by example at both strategic and tactical levels
• Analytical orientation, creativity in problem solving, with keen business judgment
• Strong intellectual curiosity and deep desire to learn.
• Exceptional interpersonal, communication and presentation skills with the ability to tailor content for audience levels and channels
• BA/BS required; MBA strongly preferred

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is: 

Bay Area California $ 192,500.00 - 260,000.00