Senior Customer Success Delivery Optimisation Professional, EMEA in City of Westminster

In this role, you will lead initiatives that continuously improve our human assisted service delivery. You'll analyse customer feedback, optimise processes, and implement product feedback loops that drive actionable improvements. Additionally, you'll monitor satisfaction metrics, conduct root cause analysis, and cultivate strategic stakeholder relationships to enhance overall service quality and lead key readiness activities for new product and service rollouts.

Responsibilities

• Analyse VOC, VOE, contact driver, Assisted KPI, and satisfaction data (CSAT, tNPS) to identify insights and drive innovation, process optimisation, and product improvements.
• Establish and manage product and service feedback loops to ensure actionable insights are integrated into development and delivery.
• Design, standardise, optimise, and automate end-to-end assisted delivery and customer success processes to reduce friction, improve efficiency, and lower customer effort.
• Enhance tooling, dashboards, and contact funnels to improve resolution effectiveness, self-service adoption, and data-driven decision making.
• Lead continuous improvement initiatives, including Kaizen workshops, root cause analysis, and preventative actions to address recurring customer issues.
• Manage continuous improvement projects end to end, from scoping through delivery, ensuring measurable outcomes and timely execution.
• Partner cross-functionally to align customer strategies, support customer segmentation and personalisation, and embed a culture of continuous improvement and collaboration.
• Monitor performance, audit process compliance, benchmark against industry standards, and represent expert programs (e.g. Voice of the Expert) to drive sustained improvement.

Stakeholder/Partner Management

• Build and maintain strong strategic relationships with key internal stakeholders across EMEA.
• Act as the regional Assisted Delivery point of contact for programme management and change readiness related to new product, service, and technology rollouts.
• Lead regional Assisted Delivery readiness and, where required, serve as the single-threaded international driver for rollouts impacting multiple markets.
• Represent International Assisted Delivery in global Expert Network and cross-functional workstreams, ensuring regional requirements are incorporated.
• Support WBRs, MBRs, and QBRs to review performance, align on priorities, and drive strategic outcomes.
• Develop success plans and track value realisation for priority customer segments and initiatives.
• Partner with CX Design and Programme Management teams to operationalise service design experiments, change, and continuous improvement initiatives.

Key Measures of Success (KPIs)

• Customer satisfaction and loyalty: CSAT, tNPS, retention, churn, and customer lifetime value (CLTV).
• Service efficiency and quality: Resolution time, first contact resolution (FCR), and customer journey optimisation metrics.
• Voice of the customer impact: Effectiveness of VOC programs and the translation of insights into product and process improvements.
• Continuous improvement outcomes: Success and impact of Kaizen events and continuous improvement initiatives, including action plan execution.
• Partner performance: Adherence to KPIs and contractual obligations for outsourced partners.
• Self-service effectiveness: Contact deflection rates driven by automation and self-service strategies.
• Data-driven decision making: Adoption, accuracy, and effectiveness of performance dashboards.

Qualifications

• Professional experience: five+ years of experience in influencing process change in either customer success, customer service, service delivery, customer enablement or operations.
• Continuous improvement mastery: knowledge of Lean, Six Sigma, or Kaizen methodologies; specifically, the ability to lead workshops and perform complex root cause analysis.
• Analytical proficiency: Strong ability to interpret data from VOC (Voice of the customer) and VOE (Voice of the expert) programs to drive actionable product and process improvements.
• Strategic stakeholder management: Demonstrated ability to influence and manage relationships with senior internal and external stakeholders across multiple functions like GTM (Go-to-market) and product development.
• Technical tool fluency: Proficiency in using customer success platforms, data dashboards (such as Tableau or Qliksense), and automation tools to enhance service efficiency.
• Project and change management: Strong experience leading cross-functional projects, managing 'readiness' activities for new product rollouts, and driving cultural shifts within large organisations.
• Metric-driven mindset: Deep understanding of key performance indicators, including tNPS, CSAT, Customer retention rate, and Customer lifetime value (CLTV).
• Process engineering and service design: experience in applying service design principles in an agile environment to map end-to-end customer journeys, identifying friction points, and operationalising experiments to improve the human-assisted service experience.
• Educational background: professional certifications OR good understanding of concepts such as PMP, PRINCE2, or Lean Six Sigma accreditation.

About Intuit

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.

Join the Intuit Customer Success team as a Customer Success Delivery Optimisation Professional, EMEA. We’re looking to grow our team of talented individuals to help optimise our greatest resource, our people. You’ll be pivotal in delivering an awesome service experience for our customers that use our online suite of products and deliver optimal outcomes.

Our approach to customer service is ever evolving and is always focused on achieving the highest levels of customer satisfaction and winning awards in our local markets and globally. We do this through customer-focused thinking, which will significantly impact our customer retention and growth, and therefore increased revenue. We are embarking on a major cultural shift from an approach that focuses on traditional call center indicators to delivering what matters most to our customers. We are deeply customer obsessed and solve for customer pain through data driven insights and an innovation mindset. The employee experience is at the core of our thought process as we innovate, experiment, learn, pivot and adopt change. Our drive is to be the leading provider of world class digital experiences and is core to our business model.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs. Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.