Jobs
>
London

    Customer Experience Operations Specialist - London, United Kingdom - Intuit

    Intuit
    Intuit London, United Kingdom

    Found in: Talent UK C2 - 2 days ago

    Default job background
    Description

    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

  • You are passionate about delivering world class support and service experiences to delight our customers
  • You have a deep understanding of contact centre operations and drivers of performance
  • You are highly data driven, analytical and detail oriented
  • You have significant experience forecasting and managing multi-million dollar budgets
  • You excel at storytelling through numbers, and a confident written and verbal communicator
  • You have strong executive presence, and can engage in debate with senior leaders about proposed actions to manage performance
  • You are proactive and approach problems with a can-do attitude
  • You are highly organised, with the ability to multitask, prioritise effectively and meet deadlines in a fast-paced environment
  • You are willing to get involved in projects, including data analytics and call quality management
  • You are inquisitive and curious, and keen to stay updated on trends and methodologies in the customer success industry
  • You proactively build strong relationships with your peers globally, and with cross-functional stakeholders across the business

    • EXPERIENCE & QUALIFICATIONS

  • Extensive experience in a contact centre operations or performance management role
  • Experience in driving revenue growth outcomes via reactive support interactions is desirable

    • OTHER INFORMATION

  • The role is London based, aligned to our hybrid work policy

    • Responsibilities

  • Proactively monitor the performance, efficiency and quality of customer support and services delivered by our outsourced providers, including:Tier 1 customer support performance metrics . time to first response, first call resolution, productivity, occupancy tNPS etc.Tier 2 investigation and escalation management performance . time to resolution, occupancy, tNPS etc.Complaint management and resolution, including complaints that surface through the Intuit 'Office of the President' Value added services, such as assisted onboarding, customer saves, mid-market health checks etc. with focus on driving customer retention and revenue growthOne off initiatives to support execution of a go-to-market experiment, or a significant new product launchPerformance delivery and ongoing development of the quality assurance frameworkAny new experiments that are being conducted to test the impact and viability of scaling a new service into full production
  • Provide regularly 'health of the business' updates to senior stakeholders such as Head of Customer Success, including prep and lead the weekly UK CS business review
  • Initiate and coordinate data driven analysis into the root cause of drops in performance, in partnership with the data analysis team
  • Leverage existing CS reporting and performance dashboard capabilities to analyse current state customer and expert experiences, validate root causes through associated quant and qual data points, and deliver data backed insights and recommendations that drive action and improvement
  • Develop robust action plans to bring performance back on track, and work with outsourced providers to execute on the plans ensuring a high degree of accountability is in place, in partnership with the Expert Network
  • Design business continuity plans for outsourced support and services, including clearly documented processes to address service disruption and thresholds to exercise defcon leversEnsure partners are effectively executing on continuity plans with the required level of urgency, in close partnership with Expert Network
  • Lead escalations to senior management when performance is at risk of going off track, and use judgement to identify when to pull escalation triggers
  • Conduct regular in-person 'follow me homes' with frontline outsource teams, in addition to remote call listening, to understand experience opportunities with Intuit products, processes and tools. Engage with Customer Success stakeholders (CX Design, Analytics, Operations to initiate action planning to address pain points in employee and customer experiences
  • Partner with Modern Ops to ensure accurate forecasting of capacity for existing and new offerings, and sign off the lock of outsourced capacity needs
  • Manage the budget for outsourced support and services, ensuring all business-as-usual activities and experiments are delivered within budget
  • Forecast budget implications of any new services or experiments being devised by the Service Design teamModel the cost and ROI of various staffing and channel mixes to inform decision making
  • Create business cases to transition experiments into full production, and present to senior leadership for sign off
  • Perform industry and competitor benchmarking of contact centre operations to identify industry best practices and innovations
  • Kennedy Pearce Consulting

    Treasury Operations Specialist

    Found in: SonicJobs Direct Apply UK - 3 hours ago

    Kennedy Pearce Consulting London, United Kingdom Full time

    Our client, an international a bank based in London seeks a Treasury Operations Specialist to join their Treasury Operations Team. This role offers hybrid working. · As the Senior Treasury Operations Specialist you will be responsible for providing operational support for the ba ...

  • Ørsted

    Senior Plant Operations Specialist

    Found in: Jooble UK O C2 - 3 hours ago

    Ørsted United Kingdom

    Forestil dig en fremtid, hvor du bliver en del af et dynamisk team, der medvirker til sikker og økonomisk drift af Asnæsværket · I denne rolle vil du som specialist arbejde med daglig support og optimering af anlægget, følge op på proceshændelser samt arbejde med modning af mind ...

  • Credit Suisse

    Operational Specialist

    Found in: Ziprecruiter UK C2 - 9 hours ago

    Credit Suisse Greater London, United Kingdom

    Job Description · • PAYE - inside IR35 · • ASAP start · • 6 month contract - with extension depending on project · • Hybrid working · Operations Specialist · The main aspects of the role will be to support both existing Operational Processes and Bank Integration activities. Some ...

  • Credit Suisse

    Operational Specialist

    Found in: Ziprecruiter UK C2 - 17 hours ago

    Credit Suisse Greater London, United Kingdom

    Job Description · • Engagement type: PAYE - inside IR35 · • Start: ASAP · • Duration: 6 month - with extension depending on project · • Hybrid working in London downtown · Operations Specialist · The main aspects of the role will be to support both existing Operational Processes ...

  • Comaea Consulting Pte. Ltd

    IT Operations Specialist

    Found in: Jooble UK O C2 - 1 day ago

    Comaea Consulting Pte. Ltd London, United Kingdom

    Senior IT Operations Specialist - Infrastructure · Senior IT Operations Specialist - Infrastructure · Networks & Systems Administration (Information & Communication Technology) · Comaea Consulting has been retained exclusively for a new opportunity with a MNC in the shipping i ...

  • DRW

    Operations Specialist

    Found in: Jooble UK O C2 - 4 days ago

    DRW London, United Kingdom

    DRW is a diversified trading firm with over 3 decades of experience bringing sophisticated technology and exceptional people together to operate in markets around the world. We value autonomy and the ability to quickly pivot to capture opportunities, so we operate using our own c ...

  • Vable

    Operations Specialist

    Found in: Jooble UK O C2 - 1 day ago

    Vable United Kingdom

    Fully Remote, UK Contract Type: Full-time, permanent, 40 hour per week Mon-Fri, subject to a 6 month probation · We are a profitable SaaS business servicing the needs of international law firms and government departments, mostly in the USA and UK. We're on a mission to help our ...

  • Tandem

    operations specialist

    Found in: Jooble UK O C2 - 3 hours ago

    Tandem United Kingdom

    PURPOSE OF THE ROLE · To work closely with the Order Processing and wider team in order to assist in coordinating all operation and fulfilment activities in relation to successful launch and distribution management. Position · POSITION: OPERATIONS SPECIALIST DEPARTMENT: Opera ...

  • Ballinger Group

    Operations Specialist

    Found in: Jooble UK O C2 - 2 days ago

    Ballinger Group United Kingdom

    Ballinger & Co. is an independent provider of foreign exchange risk management and trading services to financial institutions and corporate clients with large and complex FX requirements. · We are a fast growing, well funded business run by a a team of FX specialists who previou ...

  • Vable

    Operations Specialist

    Found in: Jooble UK O C2 - 1 day ago

    Vable United Kingdom

    Fully Remote, UK · Contract Type: Full-time, permanent, 40 hour per week Mon-Fri, subject to a 6 month probation · We are a profitable SaaS business servicing the needs of international law firms and government departments, mostly in the USA and UK. We're on a mission to help o ...

  • Subway

    Operations Specialist

    Found in: Talent UK C2 - 2 days ago

    Subway London, United Kingdom

    About the Role · : We have an exciting opportunity to support our TUKI Team as an Operations Specialist based in our London Office. The Operations Specialist will take ownership and leadership for specific programs. They will be responsible for managing projects, and creating and ...

  • ReliaQuest

    Operations Specialist

    Found in: Talent UK C2 - 2 days ago

    ReliaQuest London, United Kingdom Full time

    Why it's worth it: · ReliaQuest is currently seeking an Operations Specialist to support our office in administrative tasks and projects related to prospects, customers, employees, and guests. We are looking for a passionate self-starter with a high quality experience and servic ...

  • DP World

    IT Operations Specialist

    Found in: Jooble UK O C2 - 5 days ago

    DP World United Kingdom

    About the Role · Responsible for 1st line support of all IT hardware across the site for both DP World and customer equipment, liaising with 3rd party support groups where required · General desktop application support, installation and configuration of system applications and ...

  • Quadient

    Operations Specialist

    Found in: Jooble UK O C2 - 3 hours ago

    Quadient London, United Kingdom

    Quadient Intelligent Communication Automation (ICA) software solution empowers our customers to deliver relevant & personalized experience. We are recognized by leading market analysts such as Gartner, Forrester & IDC as a global leader in communication & financial automation sof ...

  • PLOS GmbH

    Operations Specialist

    Found in: Jooble UK O C2 - 4 days ago

    PLOS GmbH United Kingdom

    This role is to be filled by an employee working from a remote location within the UK. This role is a 12 month fixed-term contract. · *Reporting to the Peer Review Operations Manager, you work as a member of the Peer Review Operations team to maintain efficient peer review workf ...

  • Jane Street

    Operations Specialist

    Found in: Talent UK C2 - 4 days ago

    Jane Street London, United Kingdom Full time

    About the Position · The Operations team is critical to our trading at Jane Street. The team manages the processes that connect us to the outside world, and those that connect us internally. We aim to move assets, information and ideas in ways that are accurate, controlled and ef ...

  • Jane Street

    Operations Specialist

    Found in: Talent UK C2 - 2 days ago

    Jane Street London, United Kingdom Full time

    About the Position · The Operations team is critical to our trading at Jane Street. The team manages the processes that connect us to the outside world, and those that connect us internally. We aim to move assets, information and ideas in ways that are accurate, controlled and ef ...

  • J.P. Morgan

    Pension Operations Specialist

    Found in: Ziprecruiter UK C2 - 2 days ago

    J.P. Morgan London, United Kingdom

    Job Description · Pension Operations Specialist - Nutmeg / JP Morgan - London - 6 months contract - Hybrid - PAYE · We are seeking a Pension Operations Specialist to join Nutmeg, JP Morgan's newly acquired Digital Wealth Manager, in London on an initial 6 months contract with the ...

  • Vable

    People Operations Specialist

    Found in: Appcast UK C C2 - 1 day ago

    Vable United Kingdom

    Location: Fully Remote, UK · Contract Type: Full-time, permanent, 40 hour per week Mon-Fri, subject to a 6 month probation · Interviews: Max 3 stages totalling around 4 hours · Reports to: Head of People & Operations, Sarah Power · Salary: We have benchmarked a salary in ...

  • Broadridge Trading & Connectivity Solutions

    Database Operations Specialist

    Found in: One Red Cent EUR eFC C2 - 1 day ago

    Broadridge Trading & Connectivity Solutions London, United Kingdom Full time

    At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you're passionate about developing your career, while helping others along the way, come join the Broadridge team. · We are currently seeking a skilled and detail-oriented "SQ ...