Intuit Inc

Staff Service Experience Strategy & Management Leader

Intuit Inc • $168K — $227K *
Mountain View, CA 94040In-Person
Business Services
8 - 10 years of experience
Today
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Job Overview by Ladders

Qualifications

  • BA/BS required; MBA preferred
  • 8-10 years in Customer Experience, Service Strategy, or Product Management
  • Strong strategic and analytical skills for insights and recommendations
  • Proven analytical abilities for customer insights and ROI assessment
  • Passion for understanding customer needs and creating impactful solutions
  • Action-oriented and result-driven within a matrixed environment
  • Excellent communication and presentation skills for complex issues
  • Experience aligning teams towards a common goal and driving change
  • Ability to manage complex efforts while prioritizing multiple workstreams

Responsibilities

  • Establish a comprehensive service experience strategy for Mid-Market offerings
  • Measure service performance and prioritize improvements in customer journey
  • Lead cross-functional teams to tackle value-delivery challenges
  • Collaborate with analytics to enhance customer retention and benefits delivery
  • Engage with leadership to align roadmap with business goals
  • Identify and resolve roadblocks by understanding interdependencies
  • Communicate effectively across all levels to unite teams behind a vision
  • Provide guidance through uncertainty and rapid changes in a growing company
  • Foster cultural change to support next-generation Intuit offerings

Benefits

  • Competitive compensation package
  • Potential for cash bonuses
  • Eligible for equity rewards
  • Regular pay comparisons for equitable compensation
  • Comprehensive benefits plan
Full Job Description
As a Staff Service Experience Strategy & Management Leader - Mid Market , you'll be part of a Customer Success Strategy team that is focused on disrupting the mid-market segment, leading the creation of 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. You 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, Product Development, Service 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
  • Establish an end to end service experience strategy for our Mid-Market service offerings
  • 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
  • Provide steady leadership in the face of uncertainty, change, and aggressive deadlines common to a rapidly growing company with an evolving business model
  • Drive cultural change across the organization to deliver next generation of Intuit offerings


Qualifications
  • BA/BS required or equivalent work experience, MBA strongly preferred
  • 8-10 years of Customer Experience and Service Strategy, and/or Product Management experience for service oriented offerings.
  • Superior strategic and analytical skills with ability to draw key insights and develop clear recommendations
  • Robust analytical and problem-solving skills with clear examples of using data actively for customer insights, measurement, ROI analysis and recommendations.
  • Have a passion to seek a deep understanding of customer needs and turn that insight into a compelling vision and drivers to create solutions that solve important jobs for Mid Market customers.
  • Proactive, action oriented and result driven with the ability to thrive in a highly matrixed company structure, including rolling-up sleeves and leading by example at both strategic and tactical levels.
  • Superior communication and presentation skills, including the ability to communicate complex issues simply and convincingly to drive fast decisions.
  • Track record of aligning disparate teams around a common cause, and effecting transformational change.
  • Capacity to handle a highly complex effort, with ability to prioritize across multiple workstreams.


Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may 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. The expected base pay range for this position is: Mountain View: $168,000 - $227,000

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

Keep up to date with the latest in career opportunities and company news at Intuit Inc. Personalize your subscription to receive job alerts, insider tips, and industry-leading insights that you can put to use today—all from the people who work here.

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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