Principal Service Strategy Manager: Ecosystem Expansion

Job Overview

Come join the Small Business & Self-Employed Group (SBSEG) Customer Experience Growth & Retention team as a Principal Customer Experience Manager, responsible for designing the service experience for our existing and emerging Expert service offerings for our small business owners.

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, PD, 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

• Continuously build deep empathy and understanding of our customers and their struggles as they build and grow their business, and find innovative expert-led solutions to help solve their biggest needs.
• Design and define the service strategy for new experiences that help address SMBs biggest challenges while driving business growth.
• Deliver value to customers and experts with healthy economics, optimizing the labor model and increasing overall revenue for the business.
• Understand the pain points and needs of our experts to deliver a two-way experience that drives a great experience for the experts who deliver for our customers.
• Develop and use customer segmentation to deliver innovative and personalized service experiences, translating deep customer insights into innovative, bold strategies that deliver retention, customer growth and revenue growth.
• personalized service experiences, backed by data and in-depth research, leveraging AI/ ML driven targeted interventions.
• Partner with Product, Research, Design, Marketing, Finance and Data teams in a highly matrixed organization to innovate and A/B test new customer experiences and influence the product/service roadmap.
• Actively analyze business and test data to generate insights and make informed decisions that drive business results.

Qualifications

• 8-10 years of Customer Experience or Product Marketing experience, including leading in a highly matrixed, cross-functional and fast-moving environment, developing product/service experiences and driving revenue & customer growth
• Strong acumen in understanding customer behavior with experience in consumer segmentation and using design thinking and scientific methodologies to inform decision making; A/B testing experience is a mandatory
• Robust analytical and problem-solving skills with clear examples of using data actively for customer insights, measurement, ROI analysis and recommendations
• Customer champion with a design mindset and demonstrated strengths in product management or experience design (ideally with SaaS, Self-Help, or CRM environment). Have led the creation of online experiences (from concept through production)
• Customer Service & Support Expert: Demonstrated strength managing or working with customer support organizations and operations (direct or via BPO)
• Excellent verbal, written, and interpersonal communication skills
• Have the ability to roll-up sleeves and lead by example at both strategic and tactical levels
• BA/BS required or equivalent work experience, MBA strongly preferred