Senior Customer Success Delivery Optimisation Professional, EMEA

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.

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.

How you will lead Continuous Improvement:

• 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 work streams, 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 ope rationalise service design experiments, change, and continuous improvement initiatives.

• 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.

• 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…