Customer Experience Designer
4 weeks ago
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
Experience surfacing actionable insights through the analysis of quantitative and qualitative CX and VOC/E data Strong understanding of customer feedback sources and how to bring these together to provide a holistic customer voice Customer profiling, journey mapping and design experience Ability to work in a cross-functional team, using design thinking to build empathy for customers Understanding of the service and support setting in a tech company A strong portfolio of service and/or experience designs that have led to impactful customer experience improvement outcomes Demonstrate business acumen in driving commercial impact through the service and support ecosystemEXPERIENCE & QUALIFICATIONS
Extensive experience in a customer experience as well as service / process design role - ideally in a fast-paced tech company or management consultancy Demonstrated experience in providing CX insights and/or VoC insights across a large organisation A bachelor's degree, with qualifications in marketing, communications, advertising, business management, or other relevant field - preferred
Responsibilities
Understand the customer
Through data analysis, customer journey mapping and your own observations gathered through regular exposure with our frontline teams, develop a deep understanding of our customers, why they contact support, their experience of our digital self-serve and human support services Have a strong grasp of qualitative and quantitative research methods to surface customer pain points and needs throughout the support experience Produce regular insights and reports using large data sets to identify trends and observations which are impacting the customer journey, from VoC and wider data sources Demonstrate critical thinking and ideation of continuous improvement opportunities and/or new experiments to create world class customer experiences and achieve business outcomesDesign experiences
Lead workshops with key stakeholders to facilitate mapping ‘as is’ and ‘to be’ customer journeys Tell compelling stories that help build empathy with customer pain points and an appreciation for any underlying product or process constraints Use data to communicate the value of different service designs, and ensure appropriate monitoring, reporting and alerting is in place to measure impact Analyse and identify cost saving opportunities, whilst implementing best practice service design Own creation of high quality service design deliverables:Playbooks to iterate and optimise the current support experience, outlining customer personas, experience and process maps, and how we would execute on the improvements . workforce strategy, channel mix, budget impact, measures of success etc.Playbooks for new experiments or one off initiatives (. new product launches) to improve and personalise our customer experience, including a summary of the experiment that will be run, how we will operationalise the experiment/launch, desired outcomes etc. Support and influence decision making through scenario planning, risk analysis, and strategic foresight Work with internal teams in Customer Success and across business functions such as marketing, sales, product development, finance, UX etc. to ensure that gaps in the customer experience are pluggedUnderstand the business
Have a deep comprehension of omni-channel customer support operational frameworks Design experiences that deliver customer revenue growth Make recommendations that solve for employees, customers, and shareholders by balancing bold innovation with understanding of Intuit systems, processes, policies and metrics to ensure feasibility of implementation-
Guest Experience Agent
1 month ago
London, United Kingdom Guest Experience Full time**“The world is yours with Meliá”** Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is knowing that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family. It means knowing that you have started one of the...
-
Senior Product Designer
4 weeks ago
London, United Kingdom Griffin Full timeThe Design team We’re a small team of designers and engineers specialising in product, brand and content. We’re designing for a future of programmable finance. The space is inherently complex and the bar for solutions is high, which creates opportunities for design to have an outsized impact on our customers’ success. We care deeply about creating...
-
Senior Product Designer
3 days ago
London, United Kingdom Zest Search Full timeJob Description Role : Senior Product Designer Company: SaaS scaleup with over 500 employees. Location: London with 3 days a week in the office. Salary: R anges from £80k-£95k depending on experience. Design org: Over 20 designers, researchers and content folks. Role Overview: The Senior Product Designer will help craft data...
-
Senior Product Designer
2 weeks ago
London, United Kingdom Zest Search Full timeRole : Senior Product Designer Company: SaaS scaleup with over 500 employees. Location: London with 3 days a week in the office. Salary: R anges from £80k-£95k depending on experience. Design org: Over 20 designers, researchers and content folks. Role Overview: The Senior Product Designer will help craft data visualisation tools with a...
-
Senior Product Designer
2 weeks ago
London, United Kingdom Zest Search Full timeRole : Senior Product Designer Company: SaaS scaleup with over 500 employees. Location: London with 3 days a week in the office. Salary: R anges from £80k-£95k depending on experience. Design org: Over 20 designers, researchers and content folks. Role Overview: The Senior Product Designer will help craft data visualisation tools with a...
-
Senior Product Designer
1 week ago
London, United Kingdom dunnhumby Full timedunnhumby is the global leader in Customer Data Science, empowering businesses everywhere to compete and thrive in the modern data-driven economy. With deep heritage and expertise in retail - one of the world's most competitive markets, with a deluge of multi-dimensional data - dunnhumby today enables businesses all over the world, across industries, to be...
-
Senior Product Designer
1 month ago
London, United Kingdom paddle.com Full timeInstead of assembling and maintaining a complex stack of payments-related apps and services, we’re a Merchant of Record for our customers. We’re backed by investors including KKR, FTV Capital, Kindred, Notion, and 83North and serve over 3000 software sellers in 245 territories globally. As Senior Product Designer at Paddle, you’ll use your full...
-
Senior Product Designer
1 month ago
London, United Kingdom James Chase Full timeOur client are pioneers in AI-driven solutions, reshaping how brands make data-informed creative decisions at scale. Backed by recent investment, they are poised to set new standards in User Experience and Interface, creating unforgettable customer moments. Our client is seeking a Lead/Principal Product Designer to spearhead the design revolution. Under...
-
Senior Product Designer
2 weeks ago
London, United Kingdom Zebra People Full timeProduct Designer Needed | Data Visualisation | £65-85k I'm working with a financial company who are looking for a UI leaning mid-senior product designer with data visualisation skills to work on their new AI Chatbot experience. Think data visualisation for a customer’s spending information... what they have left in their account etc - graphs to show...
-
Senior Product Designer
3 days ago
London, United Kingdom Zebra People Full timeJob Description Product Designer Needed | Data Visualisation | £65-85k I'm working with a financial company who are looking for a UI leaning mid-senior product designer with data visualisation skills to work on their new AI Chatbot experience. Think data visualisation for a customer’s spending information... what they have left in their account etc...
-
Senior Product Designer
2 weeks ago
London, United Kingdom Zebra People Full timeProduct Designer Needed | Data Visualisation | £65-85k I'm working with a financial company who are looking for a UI leaning mid-senior product designer with data visualisation skills to work on their new AI Chatbot experience. Think data visualisation for a customer’s spending information... what they have left in their account etc - graphs to show...
-
Senior Product Designer
2 weeks ago
London, United Kingdom Labrys Group Full timeYour New Role: We're looking for a talented Senior Product Designer to join our team in London. You'll be our first product designer and will help transform the way organisations manage globally dispersed teams across the world's most challenging environments, with safety, security, and efficiency at its core. You will work with our customers, engineers,...
-
Senior Product Designer
1 month ago
London, United Kingdom Humaans Full timeFull Time] Senior Product Designer at Humaans (United States) | BEAMSTART Jobs Senior Product Designer Full Time Remote Work It turns complex processes like employee onboarding, offboarding, and compensation management into simple workflows by integrating with other point solutions, such as Gsuite, Slack, Docusign, and Greenhouse. We are a startup...
-
Senior Experience Designer
1 month ago
London, United Kingdom Sainsburys Full time**Senior Experience Designer - 6 month FTC** At Sainsbury’s we believe that the customer should be at the heart of everything we do. Customer Experience’s vision is to create the easiest, most enjoyable experiences that better serve our customers’ ever-changing needs. We work across a range of services, products, touchpoints and tools to deliver...
-
Senior Product Designer
2 weeks ago
Bromley, Greater London, United Kingdom Salt Full timeSalt are working with a start-up operating in the Entertainment space, specializing in digital Subscriptions. Backed by some of the biggest names in the gaming and entertainment industry, their aim is to be the UK's largest entertainment focused membership. They are continuing to grow in 2024, with a new web experience and complete company re-brand on the...
-
Senior Product Designer
3 days ago
Bromley, Greater London, United Kingdom Salt Full timeJob Description Salt are working with a start-up operating in the Entertainment space, specializing in digital Subscriptions. Backed by some of the biggest names in the gaming and entertainment industry, their aim is to be the UK's largest entertainment focused membership. They are continuing to grow in 2024, with a new web experience and complete...
-
Senior Product Designer
2 weeks ago
Bromley, Greater London, United Kingdom Salt Full timeSalt are working with a start-up operating in the Entertainment space, specializing in digital Subscriptions. Backed by some of the biggest names in the gaming and entertainment industry, their aim is to be the UK's largest entertainment focused membership. They are continuing to grow in 2024, with a new web experience and complete company re-brand on the...
-
Customer Experience Manager
3 weeks ago
London, Greater London, United Kingdom M&G plc Full timeAt M&G our purpose is to help people manage and grow their savings and investments, responsibly. As a business, we are continuing to take steps towards a sustainable future, delivering better long-term solutions for our customers and clients and identifying new opportunities to make a positive impact for our environment and communities. To help us achieve...
-
Senior Product Designer
1 month ago
London, United Kingdom Anson McCade Full timeSenior Product Designer £London Hybrid Are you ready to be at the forefront of transforming the financial landscape? Join our dynamic team as a FinTech Product Designer and play a pivotal role in reshaping how individuals manage, exchange, and spend money across multiple currencies, seamlessly integrating both traditional and cryptocurrency holdings. ...
-
Senior Product Designer
3 days ago
London, United Kingdom Opus Recruitment Solutions Full timeJob Description I have partnered with a Financial Services company that are leading the way in democratising access to and educating about alternative investments. They support over 32,000 advisors who oversee more than $4 trillion in network assets. I am seeking a Product Designer who will be an individual contributor on the Product Design team, reporting...
