Overview In this Staff Service Experience Strategy & Management Leader role, you will shape end-to-end service experiences for Intuit's mid-market customers. You'll partner across Marketing, Customer Success, Sales, Product, and Data to create ecosystem-wide services that drive growth and customer value. You'll lead cross-functional initiatives, use insights to improve retention, and guide a strategic roadmap under a dynamic, fast-growing model. This is an opportunity to influence the next generation of Intuit offerings and customer experiences.
Compensation / Benefits- competitive compensation
- bonus eligibility
- equity rewards
- benefits package
- strong pay-for-performance culture
Responsibilities- Establish end-to-end service experience strategy for Mid-Market offerings
- Quantify benefits and service performance across the customer journey with priorities aligned to the strategy
- Rally cross-functional teams to address delivery challenges and improve customer value
- Collaborate with analytics partners to understand drivers of benefit and optimize retention impacts
- Partner with leadership to align roadmaps with business pipelines and challenges
- Identify interdependencies and roadblocks, and remove them to enable progress
- Demonstrate strong oral and written communication to align teams behind a common vision
- Provide steady leadership amid uncertainty, change, and tight deadlines
- Drive cultural change to deliver the next generation of Intuit offerings
Key requirements- BA/BS or equivalent work experience
- 8-10 years in Customer Experience and/or Service Strategy and/or Product Management for service-oriented offerings
- Strong strategic and analytical skills with ability to derive insights and recommendations
- Proven ability to use data to inform customer insights, ROI, and decisions
- Passion for understanding customer needs and translating insights into a compelling vision
- Proactive, results-oriented with experience in a matrixed organization
- Excellent communication and presentation skills for senior audiences
- Track record of aligning teams around a common goal and driving transformational change
- Ability to prioritize across multiple workstreams
- cross-functional collaboration
- strong communication
- leadership without formal authority
- data-driven decision making
- ROI analysis and measurement
- customer insights generation
