Payments Customer Supportability Professional 1

TheCustomer Experience Supportability SpecialistIs a self-starter, technically-minded, data fluent, relationship builder/influencer, focused on improving the customer experience in our products and services. They are customer experts & advocates, owning the end to end Customer Experience. They bring detailed knowledge of problems and pain our customers experience based on both quantitative data (contact drivers) and VOC data (customer emotions).

Customer Experience Supportability Specialists work closely with Product Management and Marketing, to help these teams understand where our experiences fall short of the mark, cause confusion, extra work and where defects occur, to help improve our offerings and ultimately eliminate the need for our customers to have to contact Intuit.

They seek to influence designs to drive delightful customer experiences, and assist with prioritization decisions. The solutions to customer pain elimination may involve refining existing processes or offerings, designing new processes or offerings or identifying new services and the processes and systems to enable them.

They focus both on the quality of the Customer Experience and the return on investment of proposed changes. End-to-end thinking is required. Tool requirements to support new or changed functionality are part of the development conversation the Customer Experience Specialist leads.

As the offering moves to release, Customer Experience Supportability Specialists work with Product Management, Development & Marketing to understand the in-market offering. The Customer Experience Specialist also supports, learns and reports out on alpha and beta testing.

They partner with Care Experience Supportability Specialists, Learning & Development knowledge and self-service support groups to transfer knowledge of new functionality and assist with change management prior to release. Post-release, they work with Analytics, Care Experience and self-service support groups to understand why and how customers are contacting Intuit. They perform root cause analysis on data and use it to drive a closed loop feedback process in an effort to create better customer understanding and influence current & future decision making. They work across the BU to stay engaged in the improvement activities and cascade developments. The Customer Experience Supportability Specialists are thefacilitators and driversfor the VOC process: they drive the VOC dashboards, engage in VOC meetings and ensure relevant teams across Intuit and within partner organizations understand what we are learning, what actions we will take and how we are managing the execution and timeline of improvements.

Responsibilities

• Drives/Supports teams in making improvements in the E2E Customer Experience (Product, Digital Care and Expert Care)
• Insights/Awareness – aggregation of qualitative and quantitative data and development of customer stories to articulate pain points
• Drives Product Fix Conversations – present prioritized fix recommendations, participate in Scrum teams, blue-printing exercises, etc
• New offering/markets – support the design, development and deployment of new offerings and market expansion (e.g. Alpha/Beta feedback loop, concept testing, etc.).
• Primary Connections – PM/PD, Marketing/Sales, and Digital/Expert Care
• Measures – PRS, Contact Rate and Pain reduction KPIs

Qualifications

• Applies analytics and systems thinking to analyze data, identify emerging trends and turns the data into actionable information
• Performs root cause analysis to understand the drivers of trends
• Applies systems and process thinking to design solutions to identified customer problems / opportunities.
• Applies design for support concepts in their recommendations
• Verbal and written communication of technical and business requirements, business cases and other findings
• Understands the business logic of the offerings and applies this knowledge to proactively optimize the customer experience.
• Broad understanding of relevant Intuit offerings and recommends single or integrated solutions (that may be internal or external to Intuit) that can proactively help the customer.
• Applies significant technical or domain (ex: tax, health care policies, accounting) expertise to improve customer outcomes

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: