job:: Director of Customer Experience/San Diego, California/FTE

22 Nov 2008 - 5:32pm
6032 reads
Nancy Falkenburg

This is a newly-created position based in our San Diego location, reporting to the Vice President of Customer Experience Development.

nancy Falkenburg
| iPhone: (650) 336.3645 |
Email: nancy_falkenburg at


JOB LOCATION: San Diego, California
JOB TITLE: Director of Customer Experience

Reporting to the Vice President of Customer Experience Development, the Customer Experience Director is responsible for leading and growing a multi-functional TurboTax product development team. This role involves applying innovative thinking to deliver product experience components for existing TurboTax desktop and Online software, as well as identifying new business opportunities. The Customer Experience Director also drives effective interaction across organizational boundaries, including product management, Operations and Engineering, Marketing, Support, and IT to deliver WOW experiences.

Primary responsibilities include:

* Partner with product management & marketing to understand business strategy and high-level product requirements
* Lead team in identifying, prioritizing and executing on product innovations and improvements within scope of responsibility
* Drive processes to identify and correct gaps in the customer experience based upon direct and indirect customer feedback
* Create environment that fosters innovation and collaboration with marketing and product management to create product experience roadmaps and other deliverables
* Drive changes in process & mindset around how we organize work and deliver functionality for customers... maintaining "good" processes and eliminating inefficiencies
* Coordinate activities across the development organization as needed to deliver WOW end-to-end customer experience
* Deliver software on-time and with highest levels of functional quality and customer ease-of-use

Qualifications :

-Proven team leadership in a customer-driven technology organization
-Excellent leader/teacher
-Proven leadership skills in complex, matrixed organizations... leading through influence and direct authority across intact teams and larger organizations
-Strong organizational leadership and personnel management skills, including proven track record growing people and building innovative offerings that drive growth
-Proven ability to create an environment that fosters learning, teaching, growth, risk-taking, innovation and fun
-Experience leading change and inspiring teams with an exciting future vision
-Solid understanding of technology and software development... prior hands-on experience in experience design and/or software development ideal
-Prior experience using SCRUM or agile development a plus

Please reply to: nancy_falkenburg at

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