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Service Design Manager
Location(s): Mountain View, California; Reno, Nevada; 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
Intuit is a mission-driven, global financial platform company that gives everyone the opportunity to prosper. We are using technology to build solutions to challenging financial problems for millions of people around the world.
The Customer Success team delivers award winning service and support experiences to small business owners, accountants and small business owners using our products: QuickBooks Online, QuickBooks Accountant, QuickBooks Self-Employed and QuickBooks Time.
Joining the Customer Success organization as an Accountant Experience Service Design Manager, you have the opportunity to work across the SBSEG business to design the end-to-end support experiences across all human contact channels (digital and assisted human). You will choreograph processes, technologies, and interactions to inspire customer confidence.
Your core daily responsibilities will enable you to map and own the on-going management of the end-to-end customer journeys for our accountants and small business customers, by running design thinking sessions, leveraging data and deep customer empathy to uncover the moments that matter most to customers while being able to interpret operational data at hand to make decisions around customer pain.
This role will lead teams and partner with the Customer Success ecosystem: Customer Service, Customer Support, Customer Operations access our two key channels: digital and human. You will also work with key stakeholders across Marketing, Sales, and Product.
Your impact will be measured by the effectiveness of our customer journeys, real time monitoring and action taken as well as the business impact to lifetime value, retention, and friction removal.
Qualifications
- 5+years professional experience with proven success designing and launching services focusing on people, process and technology that have been implemented in the real world
- 5+ years of experience leading high performing teams to deliver world class experience designs that deliver for customers through multiple channels
- Relevant bachelor’s degree from a 4-year college or university, or equivalent experience
- Deep expertise in design thinking/human-centered design, customer journey mapping, service blueprints and continuous service improvement methodologies
- Solid understanding of project management principles and practices
- Experience using Mural, Figjam and other collaboration tools
Responsibilities
Design and Ideate e2e Human Experiences
- Ideate and Design the assisted support models - Design, ideate and document customer segment specific e2e assisted support models with personalized assisted service expert personas (Accountant, SMB (OL/DT/SE), Mid Market), VAS, PTO)
- Defining expert personas with the optimal skill sets - to deliver the best outcome for customer experiences (delivering benefits and removing friction) across all Human Assisted Service experiences at scale for QuickBooks Customers
- Drive hypothesis driven experimentation on existing offerings - Continuously optimize existing expert persona offerings with the intent to drive better customer experience and business outcomes
Design and define the e2e operational framework and requirements
- Define the operational requirements for the human assisted offering - strategic prioritization, channel offerings, multi-channel, routing and workforce strategy
- Design Human Assisted experience workflows - Designing expert, manager and operational workflows to deliver customer benefit while driving consistent and efficient outcomes including accurate reporting to monitor progress against milestones. Quality of Service and standards for performance
- Design and optimize the labor strategy and document the frameworks to deliver operational and quality outcomes within the business cost envelop at scale (i.e badged vs partner mix, onshore vs offshore, labor guardrails, ratios to adhere. etc)
- Define critical human assisted business unit performance KPIs to monitor and understand customer benefit and business unit performance and overall health
Roadmap and Implementation Management & Readiness
- Design the strategic, holistic implementation roadmap of critical initiatives - (Examples include season readiness, experience launches, etc.) to ensure proper implementation and overall readiness for human assisted offerings across the organization
- Determine whether or not labor strategies will be modified or newly implemented at scale and within the operating cost envelop
Deliver Best in Class Leadership Capabilities
- Support teams to identify, synthesize and prioritize data, building business cases for change through data-backed experiences and illustrate impacts in customer flow to key stakeholders ( employee, customer, and shareholder impacts)
- Lead strong teams exemplifying the Intuit Leadership playbook and values
- Create and lead with shared vision and build and maintain strong cross-functional relationships / alignment with partners across the business (e.g. EN, CX, ICS, and business analytics)
- Owns the strategy, goals and plans for their team/unit’s success and contributes to the strategy and plans of their group and their BU/FG
- Foster an environment of partnership with the key stakeholders from the SBSEG leadership teams to solve complex customer problems and design experiences will levering innovation with team
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 $190,000 - 257,000, Southern California $168,500 - 228,000. 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
Culture and values
Intuit's company culture is rooted in our core values, which promote an innovative and inclusive environment where diverse perspectives and new ideas are celebrated.
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Benefits we offer
People who give their best deserve the best in return. We offer rewards that include everything you’d expect, and even more that you wouldn’t. Enjoy the best in class perks and benefits at Intuit.
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Hiring process
From set-up to sign-off, everything you need to know for a successful interview with Intuit, including how to request reasonable interview accommodations.
More about our hiring process play_arrowEOE 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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