Job Information
Intuit Customer Experience Analyst - Canada in Toronto, Ontario
Overview
We’re looking for a highly motivated Customer Experience Analyst to join our Customer Success (CS) team, as we transform from a customer support function to a true value add customer success function.
You will directly influence key business decisions related to the delivery and continuous improvement of CX across the organisation.
What you'll bring
Education / Professional Experience
Bachelor’s or Master’s degree (data science / analytics, statistics or mathematics) or equivalent work experience
Strong experience in an data analytics-focused role
Prior work experience within a fast moving tech / SaaS company is a plus
Experience linking data sets and using data to inform and shape business decisions
Strong problem solving, communication and storytelling
Experience and confidence presenting to senior leaders
Technical
Strong understanding of both operational and customer behaviour data
Proven experience building APIs to connect various data sources
Experience using tools such as Salesforce, Google Analytics, Decibel, Amplitude, Adobe Analytics, Qlik Sense etc.
Strong SQL query language skills (python or R also preferred)
Demonstrated, hands-on experience developing Tableau dashboards
Strong proficiency in Excel / Sheets for data and statistical analysis
How you will lead
On a day to day basis, you will use a variety of tools and techniques to uncover customer and business insight and deliver data-backed stories. These data-backed stories will provide clarity and directly inform CX strategy, increasing the speed at which we can identify opportunities to continuously improve how we support our customers, develop new service offerings, and influence the product roadmap.
You will develop and deliver dashboards using tools such as Tableau and enhance the CS team’s data visualisation and reporting capabilities. You will regularly report on KPIs related to CX, leveraging system data from Qualtrics, as well as Intuit’s proprietary data repositories.
This role will work closely across all pillars within the CS organisation: Customer Support Operations, Growth & Retention, Change Management, Digital Support, L&D and Quality. You will also collaborate cross functionally with Marketing, Product and Sales.
Partner with the UK CX team to gain an understanding of the business and where data driven insights can improve Customer Experience and business outcomes
Develop dashboards and reporting tools to provide insights into both customer behaviour, and operational processes. This will include both quantitative and qualitative data
Visualise and present insight from the data to inform continuous improvement and decision making
Provide regular reporting of performance against key CX metrics, and share insights into opportunities for improvement
Build cross functional relationships both regionally (with product, marketing) and globally (with the global data & analytics teams) to ideate, share best practices and drive efficiencies
EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.