Senior Customer Experience Professional

Intuit Inc.; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

A leading financial software company is hiring a Customer Experience Professional in Toronto to lead customer growth and retention insights. The ideal candidate has over 7 years of experience in customer success and analytics, with strong skills in tools like Looker and SQL. You will collaborate with international teams to enhance customer strategies across Canada and LATAM. This role is crucial to drive better decisions, smarter growth, and improved customer relationships.

Qualifications

• 7+ years in customer experience, analytics, or performance insights ideally in SaaS or fintech.
• Proven ability to communicate insights clearly to influence stakeholders.
• Experience operating across international or regional markets.

Responsibilities

• Build and maintain reporting frameworks for tracking performance.
• Analyze behavioral data to identify friction points and success signals.
• Collaborate with analytics teams for data integrity and self-service dashboards.

Skills

Customer experience

Analytics

Performance insights

Strategic operations

Communication

Knowledge of SaaS

Knowledge of fintech

Education

Bachelor’s degree in Business, Data Science, Economics, or related field

Tools

Looker

Tableau

SQL

Amplitude

Pendo

Job description

Overview

We’re hiring a data-driven and customer-obsessed Customer Experience Professional to lead growth and retention performance insights across our Canada and LATAM regions; while influencing strategy across our International regions.

In this role, you’ll sit within the GBSG International Customer Success organization, partnering across product, marketing, finance, and regional teams to uncover and activate the insights that help our customers succeed. You’ll focus on key lifecycle moments—from onboarding and adoption to long-term engagement and renewal—surfacing the patterns, risks, and opportunities that move both customer outcomes and business performance.

Responsibilities

Growth & Retention Insights Leadership

• Build and maintain reporting frameworks that track performance across onboarding, activation, feature adoption, and renewal.


• Analyze behavioral, feedback, and operational data to identify friction points, success signals, and leading indicators of growth or churn.


• Create insights that inform product priorities, CX initiatives, and go-to-market decisions across Canada and LATAM.

Strategic Influence Across International

• Partner with International and global CS leaders to ensure Canada and LATAM insights shape broader strategies.


• Share best practices and emerging patterns across international regions to improve global customer success performance.


• Drive alignment on shared success metrics across countries and functions.

Operationalize Data for Action

• Collaborate with analytics teams to ensure data integrity, access, and self-service dashboards are available to key stakeholders.


• Build simple, effective mechanisms to track the impact of initiatives over time.


• Help teams prioritize based on performance trends, cohort behavior, and customer signals.

Empower a Customer-Centered Culture

• Bring the voice of the customer to life through insight storytelling that connects product usage, sentiment, and outcomes.


• Help teams focus on what matters most to customers—driving decisions that lead to measurable value.


• Contribute to quarterly business reviews, planning cycles, and strategy forums with a performance-first lens.

What You Bring

• 7+ years in customer experience, analytics, performance insights, or strategic operations—ideally in SaaS or fintech.


• Strong experience with tools such as Looker, Tableau, SQL, Amplitude, or Pendo.


• Deep understanding of growth and retention metrics, including cohort retention, activation curves, and value realization.


• Proven ability to communicate insights clearly and influence cross-functional stakeholders.


• Experience operating across international or regional markets; knowledge of Canada and/or LATAM customer contexts is a strong plus.


• Bachelor’s degree in Business, Data Science, Economics, or a related field—or equivalent experience.

Why This Role Matters

• When we understand how customers succeed, we can help more of them do it. Your work will power better decisions, smarter growth, and more durable customer relationships in our most strategic international markets.