Skip to main content

Principal, Service Experience Strategy & Management - Mid Market

Category Customer Success Location Mountain View, California; San Diego, California; Tucson, Arizona Job ID 2024-57064
Apply Now

Company Overview

Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as 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

Intuit’s Global Business Solutions Group (GBSG) is committed to creating solutions to power prosperity around the world, meeting the needs and improving the chances of success for businesses ranging from entrepreneurs just starting out to the small businesses that drive our economy to the larger mid-market businesses with broader scale and more complex needs. We look to accomplish this with an online ecosystem of solutions ranging from accounting to invoicing, payroll to time tracking, payments and lending.

Come join the Global Business Solutions Group (GBSG) Customer Experience Growth & Retention team as a Principal, Service Experience Strategy & Mgmt., responsible for building and managing service experience for our Mid-Market customers.

We are looking for a customer obsessed leader to create new experiences that will use the power of our ecosystem of products and expert-based services to drive growth for the business and add value to our customer experience. This leader will help identify and validate new expert-led experiences and help build new products, with a focus on creating ecosystem wide service experiences for customers and experts as we broadly expand our portfolio for Intuit expert services at large. You will partner with other functions including Marketing, Customer Success, Sales, Expert Network Platform, Product Management, Product Development, Service Design and Data to ensure we deliver the world-class experiences for our 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 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
  • Work 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
  • Ability to lead without direct authority and create a unifying sense of purpose among cross functional teams
  • 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 QuickBooks offerings

Qualifications

  • BA/BS required 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.
  • 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 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.
Apply Now

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is Bay Area California $192500 - 260000, Southern California $180500 - 244000. 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.

Related Content

  • GED is a weeklong code-a-thon that brings together Intuit technologists from all over the world to innovate and collaborate on projects they’re passionate about.

  • woman looking in mirror

    Article

    Benefits

    We support our employees by offering benefits you need to stay healthy, achieve financial security, and enjoy peace of mind for you and your family.

  • Intuit has built foundational capabilities for collecting, processing and transforming raw data into a connected mesh of high quality data. Those capabilities are enabling our technologists to build personalized experiences, with speed and at scale, to deliver on our mission to power prosperity around the world

  • Article

    Hybrid Work

    Intuit embraces a hybrid way of working that brings the best of in-person collaboration and connections together with the flexibility of virtual work.

  • For Intuit, turning data into actionable insights is pivotal to our success in delivering awesome experiences to 100 million customers That’s why we’ve developed an internal generative AI powered tool called Query Kickstart to improve speed to insight by accelerating SQL query authoring for our data workers.

  • Intuit is using generative AI to power our internal developer platforms to enable our software engineers and data workers to be more effective and efficient.

  • Intuit’s Expert Network is revolutionizing the way people access financial expertise. We provide flexible career opportunities and schedules to empower experts who want to grow their careers while being present for their families and other personal or professional pursuits.

  • While serving as an assistant manager in the hospitality industry, Fatimah Muhammad learned how to use QuickBooks and rediscovered her talent for working with numbers. By joining Intuit, she’s been able to join the tax field with the help of our free, online tax training courses.

  • Start your career as a remote tax preparer or bookkeeper through our Intuit Academy program. The program consists of self-paced online courses, followed by an exam. Upon passing the exam, you will receive a badge that you can easily display to advance your career in the industry.

  • Michael Mills is in his third season with Intuit and his first as a TurboTax Expert. Michael utilizes our flexible schedule options to give himself the time to accomplish his ultimate career goal: Building his own practice that allows him to earn three revenue streams (bookkeeping, tax, and financial advising).

  • Intuit's Chief DEI Officer, Humera Shahid, on Diversity, Equity, Inclusion, and Belonging

  • At Intuit, mobility plays an important role in the learning and development of our employees. Our teams offer lateral growth opportunities as well so that employees have an opportunity to explore different roles and broaden their skillset.

  • We’re building the workforce and workplace of the future by investing in our sites around the world. We're developing a high-performing and diverse workforce, and embracing hybrid work to support collaboration and connection, regardless of where we work.

Sign Up for Job Alerts

Be the first to find out about open jobs that fit what you're looking for.

Sign up for job alerts

Don't see what you're looking for? Sign up and we'll notify you when roles become available.

Interested InSelect a job category from the list of options. Select a location from the list of options. Finally, click “Add” to create your job alert.

  • Customer Success, Mountain View, California, United StatesRemove
  • Customer Success, San Diego, California, United StatesRemove
  • Customer Success, Tucson, Arizona, United StatesRemove

By submitting your information, you acknowledge that you have read our privacy policy and consent to receive email communication from us.