Senior Product Manager Intuit Inc. Intuit is a global technology platform that helps consumers and small businesses overcome their most important financial challenges. Serving more than 100 million customers worldwide with QuickBooks, Mailchimp, TurboTax, and Credit Karma, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.
At QuickBooks, our mission is to accelerate the success of entrepreneurs around the world. We enable business owners to run their business from anywhere, making smarter business decisions while saving time & getting paid faster. Come join us and drive massive benefits for the people who drive our global economy.
The impact you’ll drive
Intuit’s Small Business & Self-Employed Group (which includes QuickBooks & MailChimp) is a global product organization with product management teams organized around specific customer needs (e.g., Getting Paid, Paying Workers, Staying Compliant), and specific markets (e.g., Australia, Rest of World). You will be a core part of the Australian & Rest of World product management team, accountable for:
Understanding the needs of the Australian & Rest of World markets: You will dig deep to understand the needs of the market & translate those insights into business cases & shovel-ready product requirements.
Accelerating global product delivery: You will build relationships across our SBSEG organization, enabling you to accelerate the global delivery of SBSEG products through global roadmap tracking & reporting, and — importantly — removing blockers impeding global product initiatives.
Delighting our local customers: You will coordinate launch readiness and ongoing product delivery across our Australian & Rest of World marketing and customer success teams, and our global product teams, to deliver delightful end-to-end customer experiences.
Responsibilities Understanding the needs of the Australian & Rest of World markets
Engage our customers and partners to understand and document top areas of value creation and areas for improvement in the product
Maintain a deep understanding of the problem(s) the QuickBooks ecosystem solves for, including what and how competitors solve those problems
Monitor the competitive landscape, what products compete directly with QuickBooks in Australia & Rest of World, their business model and market approach
Audit & track the Australian & Rest of World fintech market for trends and developments
Accelerating global product delivery
Collaborate with the global product teams to document and track launch timelines and readiness across product segments
Communicate and coordinate with global GTM teams to ensure market launch readiness and facilitate information flow & alignment
Advocate for Australia & Rest of World customer needs during the product requirement development cycle with our global segment teams to foster consideration and inclusion for product delivery
Delighting our local customers
Use your deep understanding of top customer needs, product gaps and requests to advocate for our local customers & partners
Engage with the bookkeeper and accountant community to build community, facilitate information exchange including product feedback
Champion top bug fixes for the Australian & Rest of World market to increase speed of response & ensure product quality
We offer
An exceptional Employee First culture with excellent remuneration including bonus, benefits, ongoing training and career growth.
An Agile structure where your ideas are heard and you become an integral part of our business.
A Hybrid working structure of both office and home, with our offices boasting amazing Harbour views in Sydney CBD.
A diverse inclusive culture.
A real family feel with lots of wellness, fun activities and company rewards.
We’re looking for a highly collaborative, customer-obsessed Senior Product Manager to join our Australia & Rest of World Product team. If you love talking to customers to deeply understand their needs; if you love working with large groups of people to make magic happen; and if you’re execution-driven with a strategic mindset and have a track record of driving excellence; then we’d love to talk to you! This is a high-visibility role within the Australian & Rest of World team.
Extensive experience in Product Portfolio Management and managing an end to end experience
Deep understanding of customer insights and needs, product metrics, competitive alternatives, and market trends.
Ability to co-orindate with cross functional teams to plan and execute successful experience launches
Able to represent your experience in executive reviews, reporting out on scope, designs, timelines, issues and blockers for the experience road map
Experience in tracking key customer metrics across engagment, customer growth, retention, satisfaction, sign up conversion and customer care contacts.
Strong project management skills, including the ability to lead multiple complex projects simultaneously, balancing trade offs & collaborating with stakeholders
Successful history of working in a fast-paced, multi-disciplinary environment
Ability to influence at leadership level and across the global business
Have an entrepreneurial mindset
Undergraduate degree in computer science, business, electrical engineering, math, science, data or a related technical discipline; other concentrations or equivalent professional experience will be considered
#J-18808-Ljbffr Posted 6 days ago Customer Process Improvement Analyst. Cover Genius Ltd The Company
Cover Genius is a Series D insurtech that protects the global customers of the world’s largest digital companies including Booking Holdings, owner of Priceline, Kayak and , Intuit, Uber, Hopper , Ryanair , Turkish Airlines, Descartes ShipRush, Zip and SeatGeek. We’re also available at Amazon , Flipkart , eBay , Wayfair and SE Asia’s largest company, Shopee. Our partners integrate with XCover , our award-winning insurance distribution platform, to embed protection for millions of customers worldwide each year.
Our team and products have been recognized with dozens of awards including by the Financial Times which ranked Cover Genius as the #1 fastest-growing company in APAC in 2020. Our diverse team across 20+ countries and many language groups commit itself to diverse cultural programs, in particular “CG Gives” which makes social entrepreneurs out of us all and funds development initiatives in global communities.
Our People are
Bold, Authentic, Purposeful and Inspired
Our People are not
Perfect, Traditional, Complacent or Cautious
About the Role
As Customer Process Improvement Analyst you play a crucial role in embodying the vision of the Customer Operations Function. This role is central to driving program and product launches and ensuring that all local and partner-specific requirements are seamlessly integrated into our operational and technological frameworks.
You will lead cross-functional initiatives involving Insurance, Partner Services, and Insurance Technical Solutions, overseeing operational reviews and implementing product and integration changes to enhance customer experience and operational performance. Additionally, you'll manage external communications with partners, vendors, and underwriters, aligning strategic objectives with our operational capabilities and service design.
Your insights and guidance are essential in shaping strategies, product changes, and solutions that epitomize operational excellence. Your in-depth analyses of operational challenges and strong understanding of our operations, including the customer and claims journey, are key to driving the continuous evolution of our products and services, aligning them with our company strategy, customer needs, and aspirations.
What will your day look like? You will... Drive strategic planning, execution, and operational enhancement to exceed customer expectations through data-informed decision-making.
Promote innovation, problem-solving, and outstanding service through the analysis of key performance indicators and customer feedback to drive continuous improvement.
Lead initiatives for process and product improvement across Insurance, Partner Services, and Insurance Technical Solutions, ensuring strategic alignment and effective integration of new products and services.
Drive the launch of new programs and products, ensuring they meet local specific requirements while aligning with our overarching strategy and vision.
Conduct in-depth operational reviews, identifying challenges and opportunities for improvement to enhance overall performance and impact.
Manage communication and strategic alignment with partners, vendors, and underwriters, showcasing our operational capabilities and service design.
Collaborate with the Customer Platform and Service Design team, developing and implementing solutions to optimize the end-to-end customer and claims journey, ensuring a seamless and satisfying experience.
Provide strategic insights based on a deep understanding of our operations, driving our products and services' continuous improvement and evolution.
What you will bring; 5 or more years of experience with process optimization, UX, design, and operations management in Tech, Supply Chain, or Manufacturing industry
Proficiency in utilizing data and analytics to drive strategic decisions, improve customer outcomes, and identify areas for optimization
Experience leading the entire project lifecycle from end to end in an agile environment
Proven ability to manage and develop relationships with key external and internal stakeholders
Experience with lean development, human-centered design and can put yourself in the customer's shoes, ensuring that customer experiences are friendly and digestible.
Be technically minded. One of the main systems used in this role is a low-code platform that was developed in-house, so familiarity with systems architecture is key
University degree in engineering or similar background
Cover Genius not only cares about being the best in our industry, we care about our team. We’re a business that understands life can be fluid and so we flex to ensure we provide the environment to suit that. What does that mean?
• Flexible Work Environment - we are outcome focussed and understand that for our people to perform at their best flexibility is critical.
• Employee Stock Options - we want our people to share in our success, we reward them with ownership for their contribution in creating a world-class company.
• Work with like-minded people who are passionate about both the work we're doing and giving back. Our CG Gives programs enables us to all become philanthropists through our peer recognition and rewards system.
• Social Initiatives - pictures speak a thousand words!
Sound interesting? If you think you have the best composition of the above,send us your resume and let's chat!
* Cover Genius promotes diversity and inclusivity. We don't tolerate discrimination, demeaning treatment of anyone, or harassment due to race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.
#J-18808-Ljbffr Posted 6 days ago Insurance Partnerships Manager. Knewin The Company
Cover Genius is a Series D insurtech that protects the global customers of the world’s largest digital companies including Booking Holdings, owner of Priceline, Kayak and , Intuit, Uber, Hopper , Ryanair , Turkish Airlines, Descartes ShipRush, Zip and SeatGeek. We’re also available at Amazon , Flipkart , eBay , Wayfair and SE Asia’s largest company, Shopee. Our partners integrate with XCover , our award-winning insurance distribution platform, to embed protection for millions of customers worldwide each year.
Our team and products have been recognized with dozens of awards including by the Financial Times which ranked Cover Genius as the #1 fastest-growing company in APAC in 2020. Our diverse team across 20+ countries and many language groups commit itself to diverse cultural programs, in particular “CG Gives” which makes social entrepreneurs out of us all and funds development initiatives in global communities.
Our People are
Bold, Authentic, Purposeful and Inspired
Our People are not
Perfect, Traditional, Complacent or Cautious
About the Role
Cover Genius is seeking an Insurance Product Manager to join our insurance product team in developing and sourcing new products, and maintaining and enhancing existing products.
Cover Genius Insurance Product Managers are the resident experts across insurance product lines and the go-to resource for coverage analysis and innovation, pricing, and regulations. You will be responsible for all aspects of products sourced and developed within our operations including developing and communicating product line strategies, and supporting the partnerships team in providing product solutions in order to meet partner demands and increase market penetration.
What will your day look like? You will... Development of new products across various business verticals and insurance product lines and supporting the partnerships team with customer-centric solutions
Day to day management existing product portfolios, including reporting and improvements to underwriting, product and policy wording
General management of and guiding of underwriting efforts and policy requirements/issues including supply side partner management
Weekly and monthly general reporting including presenting commentary at meetings as needed
To help us level up, you'll ideally have: Managing day-to-day product requirements with underwriters, including content reviews, coverage requests and pricing
Monitoring of regulatory developments across product lines
Work closely with the partnership team on developing new partnerships and preparing proposals and financial modeling
Bachelor's degree in a relevant field, A postgraduate degree and/or record of academic achievement is also desirable
Produce reports and analyze performance to maximize opportunity and market share
A clear understanding of product design and proposition - what makes it a success or failure
Experience in product entry strategies, product designs and growing revenue
An understanding of APIs is desirable but not mandatory
To be successful, you'll bring: Experience in working in insurance product development, pricing and/or underwriting at an insurer or broker
Experience in designing and writing policy wordings and other insurance related documentation
Ability to communicate complex ideas in a clear, concise manner both verbally and in writing
Problem solving and advocating for customer solutions
Proven ability to foster and develop relationships with key external and internal stakeholders
Excellent organizational skills and the ability to independently take initiative on projectsAbility to adapt quickly to a start-up pace environment and culture
Why Cover Genius?
Cover Genius not only cares about being the best in our industry, we care about our team. We’re a business that understands life can be fluid and so we flex to ensure we provide the environment to suit that. What does that mean?
• Flexible PTO. Taking time out is important for our teams to enjoy life and stay fresh.
• Employee Stock Options - we want our people to share in our success, we reward them with ownership for their contribution in creating a world-class company.
• Work with like-minded people who are passionate about both the work we're doing and giving back. Our CG Gives programs enables us to all become philanthropists through our peer recognition and rewards system.
• Social Initiatives - pictures speak a thousand words!
Sound interesting? If you think you have the best composition of the above,send us your resume and let's chat!
* Cover Genius promotes diversity and inclusivity. We don't tolerate discrimination, demeaning treatment of anyone, or harassment due to race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.
#J-18808-Ljbffr Posted 6 days ago Customer Process Improvement Analyst. Cover Genius Ltd The Company
Cover Genius is a Series D insurtech that protects the global customers of the world’s largest digital companies including Booking Holdings, owner of Priceline, Kayak and , Intuit, Uber, Hopper , Ryanair , Turkish Airlines, Descartes ShipRush, Zip and SeatGeek. We’re also available at Amazon , Flipkart , eBay , Wayfair and SE Asia’s largest company, Shopee. Our partners integrate with XCover , our award-winning insurance distribution platform, to embed protection for millions of customers worldwide each year.
Our team and products have been recognized with dozens of awards including by the Financial Times which ranked Cover Genius as the #1 fastest-growing company in APAC in 2020. Our diverse team across 20+ countries and many language groups commit itself to diverse cultural programs, in particular “CG Gives” which makes social entrepreneurs out of us all and funds development initiatives in global communities.
Our People are
Bold, Authentic, Purposeful and Inspired
Our People are not
Perfect, Traditional, Complacent or Cautious
About the Role
As Customer Process Improvement Analyst you play a crucial role in embodying the vision of the Customer Operations Function. This role is central to driving program and product launches and ensuring that all local and partner-specific requirements are seamlessly integrated into our operational and technological frameworks.
You will lead cross-functional initiatives involving Insurance, Partner Services, and Insurance Technical Solutions, overseeing operational reviews and implementing product and integration changes to enhance customer experience and operational performance. Additionally, you'll manage external communications with partners, vendors, and underwriters, aligning strategic objectives with our operational capabilities and service design.
Your insights and guidance are essential in shaping strategies, product changes, and solutions that epitomize operational excellence. Your in-depth analyses of operational challenges and strong understanding of our operations, including the customer and claims journey, are key to driving the continuous evolution of our products and services, aligning them with our company strategy, customer needs, and aspirations.
What will your day look like? You will... Drive strategic planning, execution, and operational enhancement to exceed customer expectations through data-informed decision-making.
Promote innovation, problem-solving, and outstanding service through the analysis of key performance indicators and customer feedback to drive continuous improvement.
Lead initiatives for process and product improvement across Insurance, Partner Services, and Insurance Technical Solutions, ensuring strategic alignment and effective integration of new products and services.
Drive the launch of new programs and products, ensuring they meet local specific requirements while aligning with our overarching strategy and vision.
Conduct in-depth operational reviews, identifying challenges and opportunities for improvement to enhance overall performance and impact.
Manage communication and strategic alignment with partners, vendors, and underwriters, showcasing our operational capabilities and service design.
Collaborate with the Customer Platform and Service Design team, developing and implementing solutions to optimize the end-to-end customer and claims journey, ensuring a seamless and satisfying experience.
Provide strategic insights based on a deep understanding of our operations, driving our products and services' continuous improvement and evolution.
What you will bring; 5 or more years of experience with process optimization, UX, design, and operations management in Tech, Supply Chain, or Manufacturing industry
Proficiency in utilizing data and analytics to drive strategic decisions, improve customer outcomes, and identify areas for optimization
Experience leading the entire project lifecycle from end to end in an agile environment
Proven ability to manage and develop relationships with key external and internal stakeholders
Experience with lean development, human-centered design and can put yourself in the customer's shoes, ensuring that customer experiences are friendly and digestible.
Be technically minded. One of the main systems used in this role is a low-code platform that was developed in-house, so familiarity with systems architecture is key
University degree in engineering or similar background
Cover Genius not only cares about being the best in our industry, we care about our team. We’re a business that understands life can be fluid and so we flex to ensure we provide the environment to suit that. What does that mean?
• Flexible Work Environment - we are outcome focussed and understand that for our people to perform at their best flexibility is critical.
• Employee Stock Options - we want our people to share in our success, we reward them with ownership for their contribution in creating a world-class company.
• Work with like-minded people who are passionate about both the work we're doing and giving back. Our CG Gives programs enables us to all become philanthropists through our peer recognition and rewards system.
• Social Initiatives - pictures speak a thousand words!
Sound interesting? If you think you have the best composition of the above,send us your resume and let's chat!
* Cover Genius promotes diversity and inclusivity. We don't tolerate discrimination, demeaning treatment of anyone, or harassment due to race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.
#J-18808-Ljbffr Posted 6 days ago Insurance Partnerships Manager. Knewin The Company
Cover Genius is a Series D insurtech that protects the global customers of the world’s largest digital companies including Booking Holdings, owner of Priceline, Kayak and , Intuit, Uber, Hopper , Ryanair , Turkish Airlines, Descartes ShipRush, Zip and SeatGeek. We’re also available at Amazon , Flipkart , eBay , Wayfair and SE Asia’s largest company, Shopee. Our partners integrate with XCover , our award-winning insurance distribution platform, to embed protection for millions of customers worldwide each year.
Our team and products have been recognized with dozens of awards including by the Financial Times which ranked Cover Genius as the #1 fastest-growing company in APAC in 2020. Our diverse team across 20+ countries and many language groups commit itself to diverse cultural programs, in particular “CG Gives” which makes social entrepreneurs out of us all and funds development initiatives in global communities.
Our People are
Bold, Authentic, Purposeful and Inspired
Our People are not
Perfect, Traditional, Complacent or Cautious
About the Role
Cover Genius is seeking an Insurance Product Manager to join our insurance product team in developing and sourcing new products, and maintaining and enhancing existing products.
Cover Genius Insurance Product Managers are the resident experts across insurance product lines and the go-to resource for coverage analysis and innovation, pricing, and regulations. You will be responsible for all aspects of products sourced and developed within our operations including developing and communicating product line strategies, and supporting the partnerships team in providing product solutions in order to meet partner demands and increase market penetration.
What will your day look like? You will... Development of new products across various business verticals and insurance product lines and supporting the partnerships team with customer-centric solutions
Day to day management existing product portfolios, including reporting and improvements to underwriting, product and policy wording
General management of and guiding of underwriting efforts and policy requirements/issues including supply side partner management
Weekly and monthly general reporting including presenting commentary at meetings as needed
To help us level up, you'll ideally have: Managing day-to-day product requirements with underwriters, including content reviews, coverage requests and pricing
Monitoring of regulatory developments across product lines
Work closely with the partnership team on developing new partnerships and preparing proposals and financial modeling
Bachelor's degree in a relevant field, A postgraduate degree and/or record of academic achievement is also desirable
Produce reports and analyze performance to maximize opportunity and market share
A clear understanding of product design and proposition - what makes it a success or failure
Experience in product entry strategies, product designs and growing revenue
An understanding of APIs is desirable but not mandatory
To be successful, you'll bring: Experience in working in insurance product development, pricing and/or underwriting at an insurer or broker
Experience in designing and writing policy wordings and other insurance related documentation
Ability to communicate complex ideas in a clear, concise manner both verbally and in writing
Problem solving and advocating for customer solutions
Proven ability to foster and develop relationships with key external and internal stakeholders
Excellent organizational skills and the ability to independently take initiative on projectsAbility to adapt quickly to a start-up pace environment and culture
Why Cover Genius?
Cover Genius not only cares about being the best in our industry, we care about our team. We’re a business that understands life can be fluid and so we flex to ensure we provide the environment to suit that. What does that mean?
• Flexible PTO. Taking time out is important for our teams to enjoy life and stay fresh.
• Employee Stock Options - we want our people to share in our success, we reward them with ownership for their contribution in creating a world-class company.
• Work with like-minded people who are passionate about both the work we're doing and giving back. Our CG Gives programs enables us to all become philanthropists through our peer recognition and rewards system.
• Social Initiatives - pictures speak a thousand words!
Sound interesting? If you think you have the best composition of the above,send us your resume and let's chat!
* Cover Genius promotes diversity and inclusivity. We don't tolerate discrimination, demeaning treatment of anyone, or harassment due to race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.
#J-18808-Ljbffr Posted 6 days ago Customer Experience Designer. Intuit Intuit is a mission-driven, global financial platform company that gives everyone the opportunity to prosper. We are using technology to build solutions to challenging financial problems for millions of people around the world.
The Customer Success team delivers award winning service and support experiences to small business owners and accountants using our products, including QuickBooks Online, QuickBooks Advanced, QuickBooks Online Accountant, and QuickBooks Payroll.
Joining the Customer Success team as our Customer Experience Designer, you will lead the design and execution of compelling and creative experiences that strike a balance between meeting the customers' needs and driving our business outcomes.
You will fuel the success of our customers around the world, by driving a frictionless experience with our products and service offerings, through the testing and implementation of solutions that address key customer problems and grows the customer base.. You will also partner with stakeholders from across the business (Marketing, Sales, Partnerships, Product), and influence service offerings, product roadmaps and marketing initiatives to inspire confidence with every customer at every memorable moment.
The role will design experiences and create the service blueprints for customer success offerings that drive uplift to retention across activities such as analysis of feedback (Voc & VoE), journey mapping, action planning, service design, and defining playbooks to enhance the customer experience, solve business opportunities, improve business metrics, and increase customer engagement. You will provide expertise and guidance to improve customer experiences across our customer success touchpoints, to achieve designed business outcomes, such as transactional NPS, Product NPS, customer retention and revenue growth.
THE ROLE
Execute a customer experience strategy that aligns with the Go to Market and Customer Success strategic priorities across Australia as a developed market and 200+ growth markets spanning 10 prioritised languages.
Partner effectively and build trust with your peer group across the business (Markring, Sales, Partnership, Product and Customer Services.
Design transformation service offerings, leveraging data, research, and industry best practices to design and execute impactful initiatives e.g. onboarding, saves, next best action
Apply creativity and design thinking to come up with new service offerings to address customer feedback, and achieve company outcomes.
Design personalised and customer-centric journeys that enhance brand loyalty, drive customer satisfaction, and improve overall business performance
Develop and drive well formed experiments using design thinking methods that address customer pain across our service offerings and our product.
Collaborate across customer success with clear expectations to align customer experience efforts with business goals and objectives
Design and implement customer service standards and guidelines to ensure consistent and exceptional service delivery to build customer relations
Analyse customer feedback, survey results, and operational data to identify customer pain points and define action plans to address experience gaps
Advocate and educate peers on customer-centric approaches and best practices to foster a customer-focused culture throughout the organisation
Monitor customer and operational KPIs / standards related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders
Responsibilities
Strategic-thinking - partner with customer success leadership to build quarterly and annual plans while developing innovative ideas and strategies to stay one step ahead of our competition and come up with brand-new ways to impress and build confidence with customers in 200+ countries, spanning 11 languages
Goal setting - while determining what we want to achieve for our customers, you also need the ability to set and drive SMART goals for yourself. You will be responsible for setting yourself clear and specific OKI's and KPI's that focus on customer, shareholder and employee outcomes.
Communication - the ability to listen to others, storytelling, and clearly convey your ideas and feedback, as well as collaborate with internal teams and influence stakeholders
Leadership - manage relationships and stakeholder expectations as you take a T-shaped leadership approach to everything you do.
Analytical skills - assess qualitative and quantitative data to identify customer trends and patterns, draw conclusions, and make data-driven decisions to enhance the customer journey
Customer advocacy - experienced in placing the customer at the centre of decision-making and continuously strive to exceed their expectations by staying on top of customer support and customer complaints, creating a powerful customer experience strategy
Problem-solving - identify and address customer problems, resolve conflicts, and find creative solutions to pain points
Adaptability - you can proactively respond to evolving customer needs, industry trends, and shifting business dynamics
Emotional intelligence - a high level of emotional intelligence enables you to navigate the emotions of both customers and your partners, showing empathy when needed
We offer
An exceptional Employee First culture with excellent remuneration including bonus, benefits, ongoing training and career growth.
An Agile structure where your ideas are heard and you become an integral part of our business.
A Hybrid working structure of both office and home, with our offices boasting amazing Harbour views in Sydney CBD.
A diverse inclusive culture.
A real family feel with lots of wellness, fun activities and company rewards.
Job ID Boost your career Boost your career Find thousands of job opportunities by signing up to eFinancialCareers today.
#J-18808-Ljbffr Posted 6 days ago Staff Data Scientist. Intuit Company Overview Intuit 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. Qualifications Advanced in SQL and a statistical programming language such as Python and/or R7+ years experience in data mining algorithms and statistical modeling techniques such as clustering, classification, regression, decision trees, neural nets, support vector machines, anomaly detection, recommender systems, sequential pattern discovery, and text miningExpertise in experimental design and Multivariate/A-B testingWillingness and ability to adapt to rapid business and organizational changes that accompany a high-growth environmentSolid communication skills: Demonstrated ability to explain complex technical issues to both technical and non-technical audiences.Undergraduate Degree in Quantitative Field, or equivalent experienceResponsibilities Perform hands-on data analysis and modeling with large data setsLead experimental designs and measurement plansApply data mining, NLP, and machine learning (both supervised and unsupervised) to improve relevance and personalization algorithmsWork side-by-side with product managers, software engineers, and designers in designing models, experiments, and minimum viable productsExplore new design or technology shifts in order to determine how they might connect with the customer benefits we wish to deliver Posted 6 days ago Customer Experience Designer. Intuit Intuit is a mission-driven, global financial platform company that gives everyone the opportunity to prosper. We are using technology to build solutions to challenging financial problems for millions of people around the world.
The Customer Success team delivers award winning service and support experiences to small business owners and accountants using our products, including QuickBooks Online, QuickBooks Advanced, QuickBooks Online Accountant, and QuickBooks Payroll.
Joining the Customer Success team as our Customer Experience Designer, you will lead the design and execution of compelling and creative experiences that strike a balance between meeting the customers' needs and driving our business outcomes.
You will fuel the success of our customers around the world, by driving a frictionless experience with our products and service offerings, through the testing and implementation of solutions that address key customer problems and grows the customer base.. You will also partner with stakeholders from across the business (Marketing, Sales, Partnerships, Product), and influence service offerings, product roadmaps and marketing initiatives to inspire confidence with every customer at every memorable moment.
The role will design experiences and create the service blueprints for customer success offerings that drive uplift to retention across activities such as analysis of feedback (Voc & VoE), journey mapping, action planning, service design, and defining playbooks to enhance the customer experience, solve business opportunities, improve business metrics, and increase customer engagement. You will provide expertise and guidance to improve customer experiences across our customer success touchpoints, to achieve designed business outcomes, such as transactional NPS, Product NPS, customer retention and revenue growth.
THE ROLE
Execute a customer experience strategy that aligns with the Go to Market and Customer Success strategic priorities across Australia as a developed market and 200+ growth markets spanning 10 prioritised languages.
Partner effectively and build trust with your peer group across the business (Markring, Sales, Partnership, Product and Customer Services.
Design transformation service offerings, leveraging data, research, and industry best practices to design and execute impactful initiatives e.g. onboarding, saves, next best action
Apply creativity and design thinking to come up with new service offerings to address customer feedback, and achieve company outcomes.
Design personalised and customer-centric journeys that enhance brand loyalty, drive customer satisfaction, and improve overall business performance
Develop and drive well formed experiments using design thinking methods that address customer pain across our service offerings and our product.
Collaborate across customer success with clear expectations to align customer experience efforts with business goals and objectives
Design and implement customer service standards and guidelines to ensure consistent and exceptional service delivery to build customer relations
Analyse customer feedback, survey results, and operational data to identify customer pain points and define action plans to address experience gaps
Advocate and educate peers on customer-centric approaches and best practices to foster a customer-focused culture throughout the organisation
Monitor customer and operational KPIs / standards related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders
Responsibilities
Strategic-thinking - partner with customer success leadership to build quarterly and annual plans while developing innovative ideas and strategies to stay one step ahead of our competition and come up with brand-new ways to impress and build confidence with customers in 200+ countries, spanning 11 languages
Goal setting - while determining what we want to achieve for our customers, you also need the ability to set and drive SMART goals for yourself. You will be responsible for setting yourself clear and specific OKI's and KPI's that focus on customer, shareholder and employee outcomes.
Communication - the ability to listen to others, storytelling, and clearly convey your ideas and feedback, as well as collaborate with internal teams and influence stakeholders
Leadership - manage relationships and stakeholder expectations as you take a T-shaped leadership approach to everything you do.
Analytical skills - assess qualitative and quantitative data to identify customer trends and patterns, draw conclusions, and make data-driven decisions to enhance the customer journey
Customer advocacy - experienced in placing the customer at the centre of decision-making and continuously strive to exceed their expectations by staying on top of customer support and customer complaints, creating a powerful customer experience strategy
Problem-solving - identify and address customer problems, resolve conflicts, and find creative solutions to pain points
Adaptability - you can proactively respond to evolving customer needs, industry trends, and shifting business dynamics
Emotional intelligence - a high level of emotional intelligence enables you to navigate the emotions of both customers and your partners, showing empathy when needed
We offer
An exceptional Employee First culture with excellent remuneration including bonus, benefits, ongoing training and career growth.
An Agile structure where your ideas are heard and you become an integral part of our business.
A Hybrid working structure of both office and home, with our offices boasting amazing Harbour views in Sydney CBD.
A diverse inclusive culture.
A real family feel with lots of wellness, fun activities and company rewards.
Job ID Boost your career Boost your career Find thousands of job opportunities by signing up to eFinancialCareers today.
#J-18808-Ljbffr Posted 7 days ago Senior Product Manager (Knowledge Assist) Merantix Are you interested in defining how AI shapes the future of work? Cresta is on a mission to make every knowledge worker 100x as effective, 10x faster, and 10x better. We apply AI to improve Call Center operations with our real-time agent assist product as well as our suite of post-call analytics and coaching. We are a Silicon Valley company, spun out of the Stanford AI lab and are co-founded by Sebastian Thrun, who is the most successful German in Silicon Valley (co-founder and CEO of Google-X, Waymo, Udacity, Kitty Hawk, and more). Cresta launched in 2020. Since then, we’ve grown revenue and our team by 300%. We’ve assembled a world-class team of AI and ML experts, go-to-market leaders, top-tier investors, and advisors including Andreessen Horowitz, Greylock Partners, Sequoia Capital, and former AT&T CEO John Donovan. Our valued customers include brands like Intuit, Porsche, and Verizon and we have been recognized as a startup to watch by Business Insider, Forbes, and Gartner to name a few. We’re looking for a highly skilled and experienced Senior Product Manager who will be part of an innovative team and company, building out next generation contact center AI products. The ideal candidate should have experience in building knowledge assistance, enterprise search or virtual agent capabilities in a B2B SaaS environment. Experience with contact center technology is an additional bonus. This role requires being able to work with multiple cross functional teams participating in strategic initiatives in a collaborative environment. If hired, this individual will play a pivotal role in helping expand our product suite. We want someone who is not afraid to think outside the box and think on their feet as things get thrown at them. Cresta’s product managers work closely with customers, end users and 3rd party platform vendors to develop creative solutions to complex problems. What you'll do Understand user, influencer, and buyer personas and conduct primary and secondary research to validate product and feature ideas
Own the full product life cycle from strategic planning to tactical activities including the definition and tracking of key business metrics
Manage cross-functional team communication with engineering, design, sales, and customer success to prioritize, design, and define product functionality
Support Go-to-market and Sales teams as a subject matter expert for their product area
Prioritize product investments to meet strategic product and business goalsWrite clear and actionable product requirements
Ability to communicate product ideas, requirements and business plans to all levels of the organization
Demonstrate functionality of completed products to internal team members and other stakeholders
What we're looking for Bachelor's degree in Computer Science, Engineering, Business, or a related field.
4+ years of experience as a product manager or a product owner in enterprise SaaS software
Solid understanding of Search, Knowledge Base and Chatbots/Virtual Agents
Experience building AI/ML based products in one or more of the following areas - content discovery, search, automation/self-service, and customer experience
Proven track record of successfully delivering complex, large-scale enterprise-grade features in a product management role.
Experience in the contact center industry is highly preferred.
Experience in agile discovery methodology working with UX design and engineering to prototype, UAT, and iteratively refine product concepts resulting in prioritized, clearly defined requirements
Excellent communication and presentation skills, with the ability to articulate complex ideas and concepts to both technical and non-technical stakeholders.
Strong analytical skills with the ability to translate data into actionable insights and drive data-informed product decisions.
Strong leadership and collaboration abilities, with a track record of working effectively in cross-functional teams.
Detail-oriented with a focus on delivering high-quality products that meet or exceed customer expectations.
Self-motivated and able to work independently, managing multiple priorities and meeting deadlines in a fast-paced environment.
If you want to make an impact with an amazing product, want to improve your tech skills by working with other exceptional engineers, and like to be part of an amazing international team, then you should join us. We pay an attractive salary and with the Cresta stock options, you can benefit from the company's growth.
#J-18808-Ljbffr Posted 7 days ago Regional Director for ANZ, Mailchimp. Intuit Inc. Intuit is a global platform company that is on a mission to power prosperity around the world for consumers, small businesses and the self-employed. Across our four leading brands – Turbo Tax, Credit Karma, QuickBooks, and Mailchimp – Intuit serves over 100M customers. Intuit Mailchimp is the #1 email marketing and automation platform. We empower millions of customers around the world to build their brands and grow their companies with a suite of multichannel marketing and CRM solutions powered by GenAI.
We are looking for a customer-obsessed, strategic, and analytical Regional Director with experience and a passion for building and scaling high performing teams and businesses. Reporting to Mailchimp’s Chief Sales Officer and Head of International, you will be responsible for building a team from scratch focused on growing our business in Australia and New Zealand markets and further market expansion later in APAC.
Responsibilities Build and lead a diverse, world-class team from scratch including sales, partner development, customer onboarding and customer success. Foster a team culture of accountability, professional growth and inclusion
In close partnership with global strategy and functional leaders, define a 3 year go to market strategy. Use data, research and customer insights to build the plan with initiatives that result in the growth of Mailchimp’s revenue and market share
Drive the execution of the GTM efforts with exceptional collaboration and partnership across global and local Mailchimp teams and other ANZ Intuit teams
Establish sales management and accountability systems to deliver on quarterly targets with a focus on using data and analytics to regularly assess business performance, coach the team and diagnose/resolve challenges with speed
Be the face of Intuit Mailchimp in ANZ, including engaging with C-level decision makers in customers/partners to accelerate revenue opportunities and connecting with industry, media and government organizations to enable Mailchimp’s success in the market
Collaborate closely with central Mailchimp teams to prioritize, influence and secure necessary support and tools to enable the team’s in the region
Be a thought leader and constant innovator challenging the status quo and bringing customers insights to drive continuous improvement in our products and customer experience for the local markets
We offer:
An exceptional Employee First culture with excellent remuneration including bonus, benefits, ongoing training and career growth.
An Agile structure where your ideas are heard and you become an integral part of our business.
A Hybrid working structure of both office and home, with our offices boasting amazing Harbour views in Sydney CBD.
A diverse inclusive culture.
A real family feel with lots of wellness, fun activities and company rewards.
10+ years experience leading sales, partnerships or other customer organizations within the B2B internet or software as a service (SaaS) industry. Experience with marketing technology solutions a plus
Experience leading GTM strategies that led to improved customer retention, revenue growth, and customer acquisition addressing both small businesses (scaled) and mid market segments of the market
Has developed and executed a marketing, sales, and channel strategy for early stage markets
A track record of building and scaling high performance, geographically distributed teams and developing great leaders
Demonstrated success accelerating speed to market with organizational and operational transformation
Proven success in partnering, influencing and collaborating cross functionally within a global, matrixed organization
BA or BS degree minimum. MBA preferred, equivalent work experience will be considered
Skills and Mindset
Customer obsessed and get energy from working directly with customers and partners, designing customer programs focused on customer benefits
Excellent communicator with the ability to inspire external customers/partners/stakeholders and internal teams
Outstanding problem solver, including the ability to think end-to-end, while also looking around corners to anticipate/manage risks with a data-driven approach to managing the business and making decisions
#J-18808-Ljbffr Posted 7 days ago
