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Senior Customer Experience Professional

Category Customer Success Location Toronto, Canada Job ID 2025-69997
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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

Senior Customer Experience Professional, Customer Success – CA/LATAMIntuit is a mission-driven global technology company, powering prosperity for more than 100 million customers worldwide with products like TurboTax, Credit Karma, QuickBooks, and Mailchimp. Our platform and services help consumers and small businesses manage their money and reach their financial goals.The Customer Success team plays a critical role in delivering on our mission by creating effortless, engaging experiences that help our customers get the most out of the Intuit platform. Our work drives customer retention, satisfaction, and long-term growth.As a Senior Customer Experience Professional on the CA LATAM Customer Success team, you will play a key role in leading strategic initiatives that drive operational excellence and deliver measurable impact for our customers and our business. This is a high-impact individual contributor role where you will lead cross-functional initiatives, drive change management, and help scale systems and processes that empower our teams to deliver exceptional service.You will partner closely with stakeholders across Customer Success, Product, Marketing, Sales, and Operations to align efforts and ensure that new products, features, and programs land successfully with both customers and experts. You will use data, storytelling, and cross-functional influence to drive outcomes that support our bold goals.Intuit has embraced a hybrid way of working. This is a hybrid role with the expectation of working from our Toronto office 3 days per week.

Responsibilities

  • Drive strategic execution. Own end-to-end execution of programs that deliver against key business priorities.
  • Translate strategic goals into clear, actionable plans with defined milestones and outcomes. Identify and mitigate risks, resolve cross-functional blockers, and keep teams aligned.
  • Lead change that drives customer benefit - Partner with teams to prepare Customer Success for upcoming product launches, marketing campaigns, or operational changes.
  • Ensure the right enablement is in place across expert training, knowledge content, support workflows, and tooling.
  • Forecast customer impact and partner on mitigation plans to preserve experience quality.
  • Influence through storytelling and data.
  • Build business cases and performance updates that connect effort to outcomes.
  • Use dashboards, KPIs, and program updates to drive transparency and engagement.
  • Help teams make tradeoffs that serve our mission and deliver for customers.
  • Champion operational excellence and scale - Standardize tools, playbooks, and processes that improve speed and quality of execution.
  • Bring a continuous improvement mindset to how we operate.
  • Contribute to shared forums that elevate our program management craft.

Qualifications

  • 5+ years experience, preferably in program or change management roles or other relevant experience, with proven impact in SaaS, operations, or customer-facing functions. 
  • Strong track record of executing complex, cross-functional initiatives.
  • Excellent communication and influencing skills.
  • Analytical mindset and comfort working with data.
  • Familiarity with Intuit tools or similar (JIRA, Confluence, Smartsheet, Monday.com).
  • Experience working in or with global teams, ideally in a matrixed environment.

How you’ll grow: You’ll be part of Intuit’s thriving global Program Management community, with access to mentorship, craft development, and leadership exposure.

  • Your work will directly support our company’s mission to power prosperity, giving you the opportunity to make meaningful impact at scale and grow your career in a high-growth area of the business.
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