This position has the responsibility for creating, delivering and monitoring learning and quality solutions for over 5,000 front-line agents worldwide. This leader will be responsible for innovating and testing transformative delivery models and learning solutions and employ new technology capabilities and mediums to take advantage of fast-changing industry and learner expectations. The LD&Q leader will strategically partner with stakeholders (e.g. business teams, service delivery, outsource partners, etc.) to identify and deliver learning and quality solutions that enable Customer Success experts to deliver exceptional experiences for our customers.
Build relationships to partner, collaborate and influence senior leaders (internal and external) to identify strategic priorities and ownership for the whole learning experience
Thought leader that influences and leads design, development, and delivery of learning solutions that are learner-focused, lean and results-oriented
Innovate to deliver best-in-industry, transformational delivery models and learning experiences through facilitated, virtual, on-demand, and self-paced/managed environments
Define and lead the customer experience Quality vision and strategy to deliver confidence in every customer interaction, bring the assisted experience to life, and measure and track impacts to the assisted experience
Partner to define and deliver learning and quality technology capabilities (e.g. LMS, EPSS, QMS) to deliver optimal learning and agent experiences, while partnering across Intuit Learning and Quality leaders
Collaborate across Intuit Customer Success leaders to ensure we share and leverage internal and external best practices
Define and deliver key success metrics for learning and quality initiatives and action plans based on customer, agent and business results
Lead through influence, drive change and outcomes in a matrixed environment with a strong customer, employee and front-line agent focus
Qualifications
Industry leader with deep knowledge, experience and innovations in instructional design and delivery methodologies, with a focus on new emerging delivery models and learning experiences
Balance of strategic and operational leader who can drive current period results while transforming capabilities, the work and organization for the future
Leads customer back with a relentless focus on delighting customers
Proven ability to balance priorities and resource trade-off decisions to maximize customer and business outcomes
Demonstrated success as a change management leader
Exceptional collaboration and relationship-building skills … leads and influences across boundaries
Strategic and analytical thinker who is hypothesis and data driven to drive continuous improvement
Proven leader in building high-performing teams to hire, mentor, coach and develop direct reports and high-potential team members to be the best that they can be
Bachelor’s degree required, Master’s degree in related field preferred
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