Lead a high-performing Customer Experience team driving TurboTax's omni-channel assisted services across retail, virtual, and hybrid channels. Own strategy and execution for customer success initiatives, partnering with Product, Marketing, and Analytics to optimize customer journeys, drive conversion and retention, and build internal capability in design thinking and continuous improvement.… Analyze customer behavior data, design and validate experiments (A/B testing), and translate Voice of the Customer insights into product and business strategy. Coach managers and individual contributors while representing CX on cross-functional leadership teams and managing complex organizational change.
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