People who work for themselves fuel our economy. In the US, small businesses employ 60% of the workforce and create 80% of new jobs. Often, the odds are stacked against them with 50% failing in the first 5 years. Intuit’s Small Business and Self-Employed Group (SBSEG) is devoted to Intuit’s mission to power prosperity across the world especially for the millions of Small Business owners struggling to get paid, get capital, stay compliant and grow their business. The Customer Success organization manages over 400M digital customer interactions powered through AI/ML driven experiences and 13M+ assisted interactions through our virtual expert network of over 20k professional advisors and product experts delivering confidence and ease with trusted expert advice. Be part of a data savvy tech led services-based organization that champions a culture where we are never satisfied losing a customer. We are no longer downstream support operations but a key embedded feature of our current design and iteration of products.

The Head of Digital Experiences is a critical Customer Success leader that will build and execute on a vision for digital experiences, and be instrumental in transforming customer experiences through digital-first, proactive & personalized solutions. This role will lead in driving our Digital Experiences strategy globally and will drive the reimagination of tomorrow and power customer success.

We have a declared strategy to deliver Next Gen Customer Success Experiences through AI-powered Digital Experiences. The key goal of this role is to transform the E2E customer journey from discrete interactions to a seamless E2E journey through creation and delivery of integrated, omni-channel digital experiences, leveraging data sharing and contextual handoffs between digital and assisted experiences in close partnership with Intuit Customer Success (ICS) platform teams. Success will be measured by increased self-help resolution rates, contact rates and contact reduction, as well as customer VOC. This is a global team that will accelerate our ability to scale our capabilities across SBSEG.

What you'll bring

• A passion for delighting customers through innovative services experiences is the central theme of this role. We are looking for a customer obsessed proven leader with at least 12+ years of experience in a services-based industry or SaaS organization, with 5+ years in a leadership role influencing customer experience management in Customer Success, Product marketing or similar functions.
• Experience leading customer facing programs that focus on delivering measurable business outcomes and value. Experience driving organizations through rapid growth and while improving and understanding the criticality of operational excellence.
• Exceptional ability to mobilize and energize complex cross-org and cross-functional teams to implement creative, innovative, best in class data driven tech led solutions.
• Create an environment of innovation and continuous improvement to re-imagine how we deliver the customer and expert experiences with technology powered human enabled solutions.
• Organizationally savvy, with good interpersonal effectiveness, influence, and ability to get things done through both formal and informal means across org boundaries.
• Must exhibit strong people leadership… the ability to inspire an organization to deliver awesome experiences.
• Talent steward with a proven history of hiring, managing and developing high performing teams.
• Must possess demonstrated experience in developing clear compelling business cases that support ruthless prioritization of work.
• A reputation for being energetic, hungry, innovative, enthusiastic, humble, agile, and intellectually curious. Willingness and ability to act as a change agent and offer opinions and judgments.

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  An exemplary performance record, outstanding judgment, and a proven ability to thrive in a fast-paced, results-oriented environment. Demonstrated ability to be a quick learner with keen intuition and strong initiative.

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  A natural embrace of “Boundaryless Leadership,” with focus on collaborating cross- functionally to drive an outcome.

How you will lead

• Digital Platform enhancements – Responsible for overseeing the scope & complexity of delivering awesome AI-powered self-help services to millions of SMB and mid-Market customers across the QuickBooks ecosystem. This includes ongoing enhancements to the core digital platforms to drive standard adoption across all geographies, routing strategy and measurement, as well as partnering with Account Services to continue to drive enhancements in the capabilities to expand coverage & success in the platform. This will enable us to accelerate our vision to be the AI Expert driven platform allowing us to seamlessly blend digital and expert delivered solutions.
• Content Experiences - Responsible to define and drive SBSEG strategy for digital services including personalization of content experiences through deployment of content blocks & personalization in and out of product, conversational AI services (IVA and chatbot), community and social care operations.
• Customer Experience Innovation & Experimentation– This leader will build new experiences for self-help and ensure users get answers quickly and enable the best path to assisted customer care. Experimentation of new ways to deliver self-help experiences to customers and use of world-class technology data, customer and agent insights to drive change and to continuously improve the customer and expert experiences are critical components of this role.
• Conversational AI experiences - creating personalized experiences in the digital assistant and IVA to answer customers and provide insights, with a future state of do-it-for-me.
• Social & Community - responds to customer inquiries in social & community channels, management of Intuit’s CEO’s social accounts; and drives customer engagement content focusing on how-to and resolution outcome.
• Stakeholder Management – Partner with PR, Marketing and Campaign Leads to ensure a unified content strategy for QuickBooks. This executive will play a key role across the SBSEG business and Intuit to define and deliver the technology, systems and operational rigor to support growth at scale.Drive close collaboration with our platform partners in building capabilities that exceed our customer expectations and