Jeremy Damen

Staff Customer Experience @Intuit

Drivinb the customer experience and service design for TurboTax Online customers. Project lead for a new AI driven customer experience enhancement for year over year tax outcome comparisons, projected to save in customer support costs via average handle time reduction. Driving the customer experience allowing customers to match with tax experts with emphasis on service design, operational execution, KPI targets, and design inputs. Developing the customer experience of a customer support initiative estimated to earn by using AI to surface point of need guidance for tax experts while assisting customers. Leveraging VOC and customer trends to create KPI reports for leadership, then turning VOC into customer experience improvements. Presenting customer experience initiatives and findings in cross-functional leadership forums. Working cross-functionally across organizations and disciplines for all Customer Experience work including Product, Design, Marketing, Analytics, Operations, and Customer Support teams.