Staff Service Experience Strategy & Management Leader

About the role

You’ll be part of a Customer Success Strategy team focused on disrupting the mid-market segment, leading the creation of new experiences that leverage our ecosystem of products and expert-based services to drive business growth and enhance customer value. You will identify and validate new expert-led experiences, build new products, and create ecosystem-wide service experiences as we expand our Intuit expert services portfolio.

You will collaborate with Marketing, Customer Success, Sales, Expert Network Platform, Product Management, Product Development, Service Design, and Data teams to deliver world-class customer experiences through deep insights and hypothesis-driven experimentation.

Responsibilities

• Establish an end-to-end service experience strategy for Mid-Market service offerings.
• Quantify service performance and customer benefit at every step of the journey, prioritizing improvements that align with the overarching strategy.
• Rally cross-functional teams to address key challenges limiting customer value delivery, driving measurable improvements.
• Work with analytics partners to identify drivers of customer benefit (e.g., retention) and optimize delivery.
• Partner with leadership and internal teams to align the roadmap with business pipelines and challenges, identifying and removing roadblocks.
• Demonstrate superior oral and written communication skills to unite teams behind a shared vision.
• Lead without direct authority, fostering a unifying sense of purpose across teams.
• Provide steady leadership amid uncertainty, change, and aggressive deadlines in a rapidly growing company.
• Drive cultural change to deliver the next generation of Intuit offerings.

Requirements

• BA/BS required or equivalent work experience; MBA strongly preferred.
• 8-10 years of experience in Customer Experience, Service Strategy, and/or Product Management for service-oriented offerings.
• Superior strategic and analytical skills with a track record of deriving key insights and actionable recommendations.
• Robust analytical and problem-solving skills, with examples of using data for customer insights, measurement, ROI analysis, and recommendations.
• Passion for understanding customer needs and translating insights into compelling solutions for Mid-Market customers.
• Proactive, action-oriented, and results-driven, thriving in a highly matrixed environment.
• Exceptional communication and presentation skills, including simplifying complex issues to drive fast decisions.
• Proven ability to align disparate teams around a common cause and effect transformational change.
• Capacity to manage highly complex efforts and prioritize across multiple workstreams.

Pay

Intuit offers a competitive compensation package with a strong pay-for-performance approach. This position may include a cash bonus, equity rewards, and benefits. The expected base pay range for this role in Mountain View is $168,000–$227,000, based on factors such as job-related knowledge, skills, experience, and work location.