Staff Customer Experience Professional

Responsibilities

• Establish an end to end service experience strategy for our Partner, Accountant and Mid Market service offerings
• Quantify the delivery of benefit and our service performance at every step of the customer journey, constantly maintaining a set of game-changing priorities to improve that ladder up to the strategy you defined
• Rally a cross functional team to address key challenges limiting the delivery of value to customers, making measurable improvements
• Partner with analytics partners to understand what drives benefit to customers, as measured by retention, and optimize the delivery of these benefits
• Partner with leadership and internal partners to understand business pipelines and challenges, and ensure the roadmap is addressing and enabling the business agenda
• Connect the dots, understand interdependencies, effectively identify roadblocks and work to remove them
• Demonstrate superior oral and written communication skills across varying seniority levels, bonding teams behind a single vision to deliver for customers
• Provide steady leadership in the face of uncertainty, change, and aggressive deadlines common to a rapidly growing company with an evolving business model
• Drive cultural change across the organization to deliver next generation of Intuit offerings

Qualifications

• BA/BS required or equivalent work experience, MBA strongly preferred
• 8-10 years of Customer Experience, Service Design Experience, and Customer Success experience, or Product Management experience for service oriented offerings
• Strong strategic and analytical skills
• Briefly mention robust analytical and problem-solving skills with clear examples of using data actively for customer insights, measurement, ROI analysis and recommendations
• Have a passion to seek a deep understanding of customer needs and turn that insight into a compelling vision and drivers to create solutions that solve important jobs for Partners Mid Market customers
• Proactive, action oriented and result driven with the ability to thrive in a highly matrixed company structure, including rolling-up sleeves and leading by example at both strategic and tactical levels
• Superior communication and presentation skills, including the ability to communicate complex issues simply and convincingly to drive fast decisions
• Track record of aligning disparate teams around a common cause, and effecting transformational change
• Capacity to handle a highly complex effort, with ability to prioritize across multiple workstreams
• Deep Partner Ecosystem and/or Accounting Expertise preferred
• Experience in internal or external partner Enablement is a plus

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits).

The Expected Base Pay Range For This Position Is:

• San Diego $160,000 - $216,500
• Mountain View, CA $168,000- $227,000