Intuit Inc

Senior Customer Experience Pro (Delivery Design & Operations - Mid-Market

Intuit Inc • $90K — $120K *
Tucson, AZ 85705In-Person
Business Services
Less than 5 years of experience
Reposted 2 days ago
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 3+ years in Mid Market or Enterprise Customer Experience strategy, product management, or related fields.
  • Proven focus on Mid Market and Enterprise customer experience with an emphasis on SaaS or services growth.
  • Strong leadership with organizational dynamics and stakeholder influencing skills.
  • Excellent communication, capable of simplifying complex information for diverse audiences.
  • Experience with customer experience design thinking and applying data-driven strategies.
  • Demonstrated analytical skills, capable of turning data into actionable insights and narratives.
  • Bachelor's degree in Business, Technical, or Science disciplines preferred.

Responsibilities

  • Translate business strategy into customer experience strategies by understanding competitive landscapes.
  • Exhibit curiosity to uncover customer behaviors and trends.
  • Gather data from various sources across the customer journey.
  • Synthesize customer-related data to extract meaningful insights.
  • Develop compelling narratives linking CX improvements to business outcomes.
  • Provide actionable recommendations to enhance customer initiatives.
  • Facilitate cross-functional collaboration to address customer experience challenges.

Benefits

  • Potential for cash bonus and equity rewards.
  • Comprehensive benefits package available.
  • Focus on a pay-for-performance rewards strategy.
  • Commitment to fair pay practices based on ethnicity and gender.
Full Job Description
Craft comprehensive service delivery designs for end-to-end Mid Market support and service models. Design the operational framework, processes, standards, and metrics for success, while maintaining consistent and efficient outcomes at scale.

Monitor, analyze and tune support and service levels, KPIs, ROI, workflows, tools, and resource allocation. Work collaboratively with cross-functional teams to continuously test, optimize, and enhance the quality of both customer and expert experiences in human assisted offerings.

Responsibilities
  • Translate business strategy into well-defined customer experience strategies and programmatic efforts by understanding the competitive landscape, products, and service offerings, and brings an outside-in perspective to benchmark against best-in-class customer experience practices.
  • Displays a natural curiosity to understand customer behaviors, objectives and trends
  • Collects data points from various listening posts - such as Voice of the Customer, Partner, Expert and Employee - across the end to end customer journey
  • Synthesizes customer needs, delighters and pain points, using quantitative and qualitative data - to form meaningful insights
  • Crafts compelling stories that resonate with audiences, linking CX improvements directly to operational and business results
  • Communicates actionable recommendations that inform the development of initiatives to address customer needs
  • Facilitates collaboration amongst cross-functional teams to drive action that solves critical customer experience needs


Qualifications
  • Experience: Minimum of 3 years in Mid Market or Enterprise Customer Experience strategy and deployment, product management or related fields, preferably in SaaS or services-based industries driving revenue & customer growth.
  • Customer-Centric & Strategic Vision: Proven commitment to prioritizing the Mid Market and Enterprise level customer experience and proactively identifying growth and change opportunities, preferably within SaaS or services-based industries, with a focus on revenue and customer growth. Accounting services familiarity is an advantage.
  • Influential & Collaborative Leader: Highly skilled in organizational dynamics, interpersonal effectiveness, and influencing stakeholders. Exceptional ability to collaborate, mobilize, and energize diverse cross-functional teams to implement innovative, best-in-class solutions through both formal and informal channels.
  • Compelling Communicator & Problem Solver: Possesses a strong presence and communicates compellingly across all organizational levels. An excellent listener and solutions-oriented problem solver, adept at simplifying complex topics and understanding when to delve into details or maintain a high-level perspective.
  • CX and Service Design Thinking: Understands Mid Market and Enterprise customer behavior using design thinking and scientific methods. Applies systems thinking and has led Mid Market or Enterprise customer experience creation from concept to production, demonstrating strengths in product management, customer experience or service design. Accounting services familiarity is an advantage.
  • Analytical & Insightful: Strong analytical and problem-solving skills, with a proven ability to use data for customer insights, ROI analysis, and strategic recommendations. Translates complex data into actionable insights and clear narratives, and monitors key business metrics.
  • Educational Background: Bachelor's degree in Business, Technical, or Science disciplines preferred.

Footer
Intuit provides a competitive compensation package with a strong pay for performance rewards approach. 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 ). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.

About Intuit Inc

Intuit offers business and financial management solutions for SMBs, financial institutions, consumers, and accounting professionals. The company’s product portfolio includes TurboTax, a software solution that offers free tax filing, efile taxes, and income tax returns; Quicken; QuickBooks; Mint.com, and more. It also offers end-to-end solutions for online tax preparation, download products, mobile tax prep, mortgage interest and property tax, corporations tax, military tax, and more. Intuit was founded by Tom Proulx and Scott Cook in 1983 and is based in Mountain View, California. The company serves customers in North America, Asia, Europe, and Australia with offices in the United States, Canada, India, U.K., and Singapore.

Intuit Inc Careers

Join the dynamic team at Intuit Inc, a global powerhouse in financial software, where innovation, leadership, and diversity training are at the heart of everything we do. This is an unparalleled opportunity to advance your career with a company that is committed to empowering communities and small businesses with innovative financial solutions.

Work You’ll Do

At Intuit Inc, you’ll be part of a culture that cherishes innovation and values the unique perspectives of its team members. You will collaborate with some of the brightest minds in the industry, using your skills to influence the future of technology and finance. Our team at Intuit Inc is driven by the mission to power prosperity around the world, and you can be at the forefront of this transformation.

Explore Job Opportunities and Growth

Intuit’s career paths are as diverse as the innovative solutions we provide to millions. From finance to software engineering, our job opportunities span across multiple disciplines. Whether you’re looking for a full-time position, an internship, or leadership roles, Intuit offers a world of opportunities for professional growth. Our hiring process is designed to identify and attract professionals who are not only skilled but are also passionate about making a difference.

Professional Development and Benefits

Invest in your future with Intuit’s industry-leading benefits and professional development opportunities. Our employees enjoy comprehensive benefits that ensure their personal and professional satisfaction, including health, wellness, and continuous learning perks. At Intuit, we also understand the importance of diversity training and leadership development, providing various programs that foster an inclusive environment.

Join Our Team

Embark on a journey of growth and innovation at Intuit Inc. Search open positions that match your skills and interests. We are looking for curious, creative, and solution-driven team players. Prepare your resume, ace the interview, and join a team that’s committed to creating solutions that power prosperity around the globe.

Networking and Career Advancement

At Intuit Inc, networking and internal mobility are encouraged to foster professional growth and innovation. Connect with leaders and peers through our various networking events, mentorship programs, and collaborative projects. With support at every step of your career, the opportunities at Intuit are limitless.

Stay Connected

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Explore Careers at Intuit Inc

Discover the exciting and rewarding career opportunities awaiting you at Intuit Inc. Let your ambition lead you to success. Join us in our mission to power prosperity and contribute to our journey of continuous innovation.

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At Intuit Inc, every role is a chance to innovate, grow, and make an impact. Join us, and together let's shape the future of finance.
Learn more about Intuit Inc
Size
13,500 employees
Market Cap
$107.4 billion
Industry
Consumer Technology
Net Income
$1.7 billion
Founded
1983
5 Year Trend
+19.6%
Revenue
$7.7 billion
NASDAQ
INTU
* Ladders Estimates

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