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Job Details
2022-29803 -

Service Offering Leader

Location(s): Mountain View, California
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Company 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, 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

The Business

Intuit is a $7.7B business serving 50M customers worldwide. Over half of our revenue is driven by the rapidly growing Small Business and Self-Employed business unit, within which our QuickBooks Online (QBO) business grew 38% last year.

Our mission at QuickBooks is to help small businesses prosper. Our top priority to do this is to connect people to experts, coupling our world-class accounting software subscription with the help of experts. We are developing a game-changing and new to the world offering called QuickBooks Live which will transform the way small businesses get the expert help they need to succeed.

About The Role:

We are looking for a customer-driven, deeply analytical and strategic leader to join our highly talented QuickBooks Live team as the Service Offering Leader, responsible to define how we deliver benefit to customers through our offering, measure how effectively we do so at scale and identify and address top areas for improvement with a cross-functional team of analysts, service delivery, operations and product leaders. 

As a strong and structured critical thinker, you will craft a service experience strategy and a set of priorities, driving large and complex cross-team projects to define, plan, and execute on game-changing iterations of the service design to broaden the benefit customers experience from the offering, all while identifying risks and resolving blockers to drive measurable results. You will leverage behavioral and qualitative data and our design for delight methodology to land on a set of hypotheses against which you will run experiments before rolling out changes at scale. 

This high visibility role will regularly leverage learnings to land difficult recommendations with senior leaders in a highly matrixed organization, while consistently showing a bias for action and above all, delight in serving our customers.

Qualifications

 

  • Bachelor’s degree. Advanced degree preferred.
  • 7+ years of work experience in premium customer experience management and strategy and/or service design and/or product management for a service oriented offering
  • Proactive, action oriented and result driven with the ability to thrive in a highly matrixed company structure 
  • Demonstrated strong cross-functional service experience management, influencing and creative problem solving
  • Capacity to handle a highly complex effort, with ability to prioritize across multiple workstreams
  • Accounting background preferred, but not required.
  •  

Responsibilities

 

  • Establish an end to end service experience strategy for our QuickBooks Live service offering
  • 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
  •  
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Gleb Intuit employee
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Morag Intuit employee
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Alexandria Intuit employee
"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."
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Emily Intuit employee
"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."
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Troy Intuit employee
"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."
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Natalie Intuit employee
"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."
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Conrad Intuit employee
"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."
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Joylyn Intuit employee
"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."
Conrad at work
Conrad Intuit employee
"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."
Alexandria at work
Alexandria Intuit employee
"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."
Emily at work
Emily Intuit employee
"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."
Troy at work
Troy Intuit employee
"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."
Photo of Natalie
Natalie Intuit employee
"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."
Emily at work
Emily Intuit employee
"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."
Heather at work
Heather Intuit employee
"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."
Alexandria at work
Alexandria Intuit employee
"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."
Troy at work
Troy Intuit employee
"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."
Jake at work
Jake Intuit employee
"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."
Alexandria at work
Alexandria Intuit employee
"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."
Emily at work
Emily Intuit employee
"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."
Breaunna at work
Breaunna Intuit employee
"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."
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Chelsia Intuit employee
"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."
Troy at work
Troy Intuit employee
"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.

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