Principal PM, Service Experience & Segmentation

Intuit; Mountain View (CA); On-site; USD 243,000 - 328,500; Full time

Job summary

Intuit in Mountain View is seeking a Principal to lead the transformation of our service experience across Money Movement and Payroll offerings. You will align cross‑functional teams to deliver end‑to‑end solutions, resolve customer needs at scale, and drive initiatives that improve retention and revenue.

You will apply design thinking, map journeys, and leverage data analytics to shape service strategies, working with Product Management, Marketing, and Service Delivery to deliver differentiated

Qualifications

• 5+ years in a leadership role driving business results through improved customer experiences in Customer Success, Product Management, Product Marketing or similar functions.
• Undergraduate degree in a business, technical, or science discipline; MBA or advanced degree preferred; Equivalent work experience considered.
• Proven experience in service experience strategy, customer experience design, or related field with a focus on service delivery.
• Proven ability to design and implement service experience strategies that improve customer retention and drive revenue growth.

Responsibilities

• Rapidly transform and mature our support strategy to deliver resolution.
• Innovate and experiment to deliver consistent, amazing end‑to‑end experiences for Services customers as they utilize our products.
• Establish service design frameworks that enable complex resolution at scale.
• Continually optimize and adapt operations to maximize customer experience.

Skills

Leadership

Customer Experience

Strategy

Cross-functional Leadership

Data Analysis

Communication

Education

MBA

Undergraduate degree in business/technical/science

Job description

Intuit in Mountain View is seeking a Principal to lead the transformation of our service experience across Money Movement and Payroll offerings. You will align cross‑functional teams to deliver end‑to‑end solutions, resolve customer needs at scale, and drive initiatives that improve retention and revenue.

You will apply design thinking, map journeys, and leverage data analytics to shape service strategies, working with Product Management, Marketing, and Service Delivery to deliver differentiated