Staff Customer Experience Professional
Company Overview
91黑料爆料 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're looking for a skilled and passionate Customer Experience Professional to elevate the QuickBooks Live Expert Assisted experience. You'll play a key role in improving the customer journey, ensuring a seamless and successful onboarding experience for Quickbooks customers. You'll collaborate cross-functionally to gain a deep understanding of customer needs, shaping how our experts deliver value. You'll be instrumental in optimizing efficiency and identifying opportunities that directly impact our bottom line. If you thrive in a fast-paced, highly collaborative environment and can seamlessly transition between strategic thinking and diving deep into details, we want to hear from you.
Responsibilities
Drive Strategic Initiatives - Own and execute customer service initiatives to address customer needs. Scope, plan, and define the required deliverables and timelines to drive service strategy and innovation.
Elevate the Customer Experience - Be the voice of the customer—stay close to customer perceptions by leveraging insights from surveys, interviews, and engagement metrics. Collaborate with teams such as User Research and Market Research, while proactively identifying and addressing gaps in the customer journey to enhance satisfaction and outcomes.
Innovate & Scale Solutions - Identify opportunities to transform challenges into data-driven solutions and actionable strategies. Continuously refine Service offering and experience to ensure customer retention, increased efficiency, and operational scalability.
Cross-Functional Leadership - Collaborate with Product Management, Marketing, Sales, and Service Delivery teams to create holistic solutions balancing customer needs and business goals. Build trust and shared context among cross-functional teams to accelerate execution and meet critical outcomes.
Leverage Analytics and Insights to Improve CX and Efficiency - Analyze customer feedback and data insights to continuously refine service strategies, prioritize enhancements, and deliver optimized experiences.Monitor performance metrics to assess impact and identify opportunities for improvement.
Apply Design Thinking- Use design thinking and customer-centric methodologies to create seamless, intuitive service experiences that drive retention, loyalty, and satisfaction.
Qualifications
Experience & Industry Expertise
6-8 years of experience in customer experience strategy, product management, or related fields, preferably in SaaS or services-based industries.
Familiarity with customer service organizations, operations, and domain expertise in accounting, Human Capital Management (HCM),or payroll is a strong plus.
Educational Background
Bachelor’s degree in Business, Technical, or Science disciplines required; MBA or advanced degree preferred (or equivalent work experience).
Customer-Centered Mindset
Proven commitment to placing the customer experience at the core of decision-making, proactively identifying opportunities for growth and change.
Analytical & Strategic Thinking
Proficient in end-to-end quantitative thinking and problem-solving.
Adept at translating complex data into actionable insights and clear narratives that inspire stakeholders to take strategic action.
Leadership & Collaboration
Strong track record of building collaborative cross-functional partnerships and driving alignment.
Outstanding verbal, written, and presentation skills with the ability to simplify complex ideas, tell stories with data, and motivate partners to pursue initiatives.
Execution Orientation
Proven ability to manage multiple projects and initiatives in a fast-paced environment, delivering measurable business impact.
Proactive in anticipating dependencies, risks, and resource gaps, working swiftly to resolve them.
91黑料爆料 provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is Bay Area California $164500 - 222500, Southern California $159000 - 215000. This position will 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 . Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, 91黑料爆料 conducts regular comparisons across categories of ethnicity and gender.