Group Manager - QuickBooks CX - Foundational Experiences

About the role

This role is directly accountable for:

• Assess AI experiences with a CX lens and develop strategies for customer confidence.
• Innovate and experiment to deliver amazing end to end experiences for QuickBooks customers as they utilize our products.
• Establish launch frameworks that ensure seamless customer experiences.
• Continually optimize and adapt operations to maximize customer experience and program ROI.

Responsibilities

• Experience Development: Lead the formulation and execution of comprehensive end to end workflows within Quickbooks FMS products and AI ‘Done for You’ experiences. Partner with product management to enhance usability and ease to grow customer engagement.
• Design Thinking Application: Apply design thinking principles to innovate and create seamless, intuitive experiences that deliver customer benefits that drive customer retention.
• Cross-functional Collaboration: Partner closely with Product Management, Marketing, Sales, and Service Delivery teams to design holistic service experience solutions that result in trajectory changing business growth.
• Customer Feedback and Insights: Utilize customer feedback, market research, and data analytics to drive insights and inform product enhancements.
• Performance Metrics and Analysis: Monitor and analyze product workflows to understand the effectiveness of the experience for Small Business Owners and identify opportunities for improvement.

Qualifications

• Proven leader with experience in a technology or SaaS organization, with 5+ years in a leadership role driving business results through improved customer experiences in Product Management, Product Marketing or Customer Experience or similar functions.
• Undergraduate degree in a business, technical, or science discipline; MBA or advanced degree preferred; Equivalent work experience considered.
• Proven ability to design and implement experience strategies that improve customer retention and drive revenue growth.
• Strong understanding of customer journey mapping, service blueprints, market research techniques and methodologies, and service design principles.
• Experience applying the Jobs to be Done framework to deliver customer benefits and accomplish desired outcomes.
• Strong cross functional leadership: ability to inspire an organization to deliver and champion customer experiences that drive retention and growth. Demonstrated success in building high performing teams through dotted line and direct management including recruiting and retaining top talent.
• Excellent analytical skills with the ability to ask the right questions and translate data into actionable insights.
• Excellent communication, presentation, and collaboration skills.
• Familiarity with payments, bill pay or financial management products is an advantage.