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Principal Service Experience Designer - SBSEG Customer Success
Location(s): Mountain View, California; San Diego, California; Tucson, ArizonaCompany Overview
Intuit is a global technology platform that helps consumers and small businesses overcome their most important financial challenges. Serving more than 100 million customers worldwide with TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.
Job Overview
At Intuit, our mission is powering prosperity around the world. Every day we innovate with our flagship products - TurboTax, QuickBooks, and Mint. No matter your financial need, we have a solution that can help. Whether you’re a consumer, self-employed, or a small business owner, we’re in your corner to help make your dreams of prosperity come true through technology that touches the lives of almost 50 million people.
Come join our QuickBooks Customer Success team as a Principal Service Experience Designer to imagine, create, make, and test new Customer Success concept solutions and interaction models that solve huge customer problems. QuickBooks Customer Success is is transforming the industry for Small Business with a suite of high-touch professional services powered by data-driven, technology-lead operations and a distributed professional workforce. We are a world class, service-centric organization that is never satisfied with losing a customer.
We are seeking a highly experienced Principal Service Designer to join our Customer Success Service Design team. In this role, you’ll partner with business owners and cross functional teams to design and optimize our customers’ journey and end-to-end lifecycle across service offerings, ensuring there are no dead ends for customers or experts by connecting customers to the best expert to address their need and drive confidence in their ability to manage their business leveraging QuickBooks Services and Products.
This role requires a dynamic individual who is comfortable working in a fast-paced, highly collaborative environment, with a strong ability to go deep into the details and step back and connect the dots for a more strategic perspective.
- A strategic problem-solver. You consider multiple perspectives, objectives, and needs to arrive at the ideal solution. Your business-savvy while keeping your users’ needs at the forefront of your designs
- You don’t get overwhelmed or flustered easily. You’re able to keep track of multi-projects at once, manage your time efficiently and communicate scheduling with your manager and the broader team
- A storyteller able to develop clear and persuasive stories about your work that you share with a wide range of audiences, including business partners and stakeholders
- A contributor to existing and emerging Service Design methods and tools like service blueprinting, ecosystem mapping, ideation, prioritization, rapid prototyping, storyboarding, and frame working to strategically define ideal experiences
- A partner with Research and Interaction Design to develop deep insights, generate concepts, and craft how people will interact with the products and services we design
- Customer obsessed, design thinking driven, user centric with passion for excellence
Qualifications
- 7+ years experience leading Service Design methods and processes with multi-disciplinary teams to produce holistic experiences and execute on experience strategies
- Relevant bachelor’s degree from a 4-year college or university, or equivalent experience
- A portfolio that demonstrates mastery of Service Design including (but not limited to): service blueprints, user flows, journey mapping, and translating customer research, analytics, and insights into tangible artifacts
- Knowledge and experience within a relevant service design discipline (Systems Design, Business Design, Organizational Design, UX/Interaction Design)
- Experience planning and facilitating in-person and virtual co-creation workshops with multiple stakeholders
- Experience using Mural, Figjam and other collaboration tools
- Demonstrated experience designing with and for data-driven products and services.
- Ability to help define, shape, and grow Service Experience Design at Intuit. We want you to innovate on both what we do and how we do it
Responsibilities
- Owns the scoping, planning (including partner identification, deliverables, and timeline), and delivery of Customer Success service design projects in strong collaboration with our internal stakeholders across product, design, research, and operations
- Solve customer problems by synthesizing behavioral information and imagining things as they might be, not as they are
- Apply strategic thinking to design and deliver innovative end-to-end user experiences that optimize among user needs, business goals, and technological realities
- Design scalable technology solutions to enable customer and expert interactions by identifying platform requirements to deliver customer benefit across all Human Assisted Service
- Foster a culture of learning, applying data analysis, developing voice of the customer & expert insights, and using experimentation to identify leading metrics to retention outcomes
- Establish relationships with cross-functional partners and constantly bring stakeholders along the design journey, leveraging diverse perspectives and skillsets
- Clearly articulates an end-to-end service experience to teams across the organization to achieve broad understanding, buy-in and alignment through complex multi-dimensional, multi-stakeholder prototypes
- Plan and facilitate workshops with cross-functional teams
- Passionately advocates for experience delivery excellence, E2E
Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is CA $166,500 - $225,000. 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). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing pay equity for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.
"When I encounter a technical problem, I feel driven to find a solution that is simple, human, and easy to understand."
"It’s important to always strive for improvement, even if you’re already in a good place."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
"Designing at Intuit feels special because we're not just making things to make things. We're tackling real, consequential financial problems voiced by small businesses, self-employed, and individuals around the world. I'm grateful to have such a worthy and motivating mission when I go to work – powering prosperity around the world."
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"By feeding our customers' data through machine learning algorithms, we uncover valuable insights that empower millions of customers to feel more confident about their financial future."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
"We use the latest Native frameworks for iOS and Android to deliver a truly delightful mobile-first experience for our customers. I love that we're enabling millions of customers to improve their financial health, all under a world-class mobile experience."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"It's a great feeling knowing that when you push out a new feature or fix, our customers notice it and really love the work that we do! Here at Intuit, not only do we have the freedom to work with the newest technologies, but we value solving challenging financial problems for our customers above everything else."
"One of my favorite aspects of this role is that my work is helping small business owners achieve their business goals by solving complex financial problems. It's gratifying to know that the work that I'm doing directly impacts consumers and makes their lives easier so that they can focus their energy on growing their business."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Hear from our employees
Conrad De Peuter
Senior Data Scientist - Machine Learning Futures Group
Conrad leverages tools like natural language processing and machine learning to help tax analysts and small business owners use TurboTax and QuickBooks more efficiently. For Conrad, Intuit is a great place to learn, grow, and take full ownership of your career path.
Award-winning culture, best-in-class benefits
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Our culture and entrepreneurial spirit have earned us a spot on “Best Companies to Work For” lists year after year. Join us in our mission to power prosperity around the world.
EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.
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