Director, Customer Experience Management

Job Details

• Company Name: ascend.mysmartpros

• Employment type: Full–time

• Experience: Fresher

• Salary: $10 to $12 Hourly

• Location: Remote Option Available

• Work schedule: 5 days a week

About the Role

As Director of Customer Experience at Intuit, you will build and lead a world-class Customer Experience (CX) practice that drives innovation in how we serve customers, design services, and deliver value across our Mid-Market products and solutions.

This role is central to transforming Customer Success from a cost center into a strategic growth engine, driving adoption, retention, advocacy, and expansion revenue. You will stay deeply connected to customers and frontline teams, shaping frictionless, data-driven experiences powered by insight, technology, and human expertise.

Reporting to the VP of Customer Experience Management, this role sits on a global, cross-functional leadership team and partners closely with Product, Engineering, UX, Marketing, Sales, and Growth teams.

Key Responsibilities

Customer Experience Strategy & Leadership

• Define and execute a customer-first CX vision aligned with segment expectations and business goals
• Build, lead, and scale a Customer Experience practice across global markets
• Drive seamless, transparent, and frictionless end-to-end customer journeys
• Establish CX as a strategic enabler of growth and customer advocacy

Voice of Customer (VOC) & Insights

• Own and evolve the VOC feedback loop, eliminating friction and pain points
• Aggregate qualitative and quantitative insights to inform product, policy, and service improvements
• Partner with Product, Marketing, Engineering, and UX to embed customer insights into decision-making

Experience Design & Optimization

• Define customer value journeys that accelerate time-to-value, adoption, and retention
• Lead customer education, proactive health management, and lifecycle engagement strategies
• Ensure product and service design removes root-cause issues driving poor experiences

Support Excellence & Innovation

• Build a future-ready support strategy combining AI-powered tools and live expert support
• Optimize customer-facing support teams to identify, prioritize, and act on VOC and VOE data
• Drive continuous improvement through operational excellence and waste reduction

Growth & Revenue Enablement

• Partner with Growth and Revenue teams to identify expansion revenue opportunities
• Align CX initiatives with business outcomes including retention, lifetime value, and upsell

Measurement & Governance

• Own CX dashboards and customer metrics to ensure data-backed decision-making
• Translate insights into strategic actions impacting brand, pricing, product, and service

Global Collaboration & Change Leadership

• Enable a global CX strategy while addressing localization challenges
• Lead transformation initiatives across systems, processes, and teams
• Stay ahead of industry trends in CX, SaaS, AI, and customer technology

Measures of Success

• 50 PRS
• 85 tNPS
• 85 CES
• Reduced Time to Value
• Improved Customer Retention
• Expansion Revenue Growth
• Increased Customer Lifetime Value (LTV)

Qualifications & Leadership Profile

Required Experience

• Senior leadership experience in Customer Experience, Customer Success, or Service Operations
• Proven success leading customer-centric, global teams in fast-paced environments
• Strong background in SaaS, CRM, digital platforms, or self-service ecosystems
• Experience driving CX transformation through data, technology, and design thinking

Leadership Capabilities

• Team & Talent Builder: Proven ability to hire, develop, and lead high-performing senior teams
• Boundaryless Leader: Cross-functional influencer across Product, Engineering, Sales, and Marketing
• Strategic Thinker: Drives long-term growth through insight-led CX strategy
• Product & Experience Expert: Deep understanding of product management and experience design
• Business Leader: Strong business acumen with experience building compelling business cases
• Customer Support Expert: Experience managing or partnering with support organizations (in-house or BPO)
• Change Leader: Demonstrated success leading complex transformation initiatives
• Communicator: Exceptional written and verbal communication skills

Core Skills

• Customer Experience (CX)
• Product Management
• Product & Experience Design
• Brand Strategy
• Advanced Excel & Data Analysis

Additional Skills

• SaaS & CRM Platforms
• Customer Service & Support Operations
• Hiring & Talent Development

Apply Now