Staff Customer Experience Professional

Overview

As a Staff Customer Experience Professional, you’ll be part of a Customer Success Strategy team focused on disrupting the mid-market segment. Your role involves identifying and validating new expert-led experiences, building new products, and creating ecosystem-wide service experiences for customers and experts. You will partner with various functions to ensure the delivery of world-class experiences for customers through deep customer insights and hypothesis-driven experimentation and innovation.

Responsibilities

• Establish an end-to-end service experience strategy for our mid-market service offerings
• Quantify the delivery of benefit and service performance at every step of the customer journey, continuously improving the strategy
• Rally a cross-functional team to address key challenges limiting customer value delivery, making measurable improvements
• Partner with analytics partners to understand what drives customer benefit, optimizing the delivery of these benefits
• Work with leadership and internal partners to understand business pipelines and challenges, ensuring the roadmap addresses and enables 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
• Lead without direct authority, creating a unifying sense of purpose among cross-functional teams
• Drive cultural change across the organization to deliver next-generation Intuit offerings
• This specific role will be focused on Partner Enablement for our most strategic partners, providing post-sales servicing, building the CX to enable and certify partners for client onboarding, implementation, Tier 1 support, and value realization and growth

Qualifications

• Bachelor’s Degree in Business Administration or related field, or equivalent work experience
• MBA strongly preferred
• 8-10 years of Customer Experience and Service Strategy, and/or Product Management experience for service-oriented offerings
• Superior strategic and analytical skills with ability to draw key insights and develop clear recommendations
• Robust analytical and problem-solving skills with clear examples of using data actively for customer insights, measurement, ROI analysis, and recommendations
• 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 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
• Prior experience working on Partner Customer Experience
• Prior experience working on Enablement/Training programs

Intuit provides a competitive compensation package with a strong pay-for-performance rewards approach. This position is 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