Senior Service Experience Strategy Lead – Mid-Market

Intuit Inc.; Mountain View (CA); On-site; USD 168,000 - 227,000; Full time

Job summary

Intuit Inc. seeks a Staff Service Experience Strategy & Management Leader - Mid Market to drive end-to-end service experiences across the Intuit ecosystem.

You will partner with Marketing, Customer Success, Sales, Expert Network Platform, Product Management, Service Design and Data to deliver world‑class experiences for customers and experts. You will lead cross‑functional teams, validate new expert-led experiences, and help expand the mid‑market portfolio while aligning roadmaps with the

Qualifications

• BA/BS or equivalent work experience; MBA strongly preferred.
• 8–10 years in Customer Experience, Service Strategy, and/or Product Management.
• Superior strategic and analytical skills with data-driven insights.
• Ability to thrive in a matrixed org and lead without direct authority.
• Excellent communication and presentation across seniority levels.
• Track record of aligning teams and driving transformational change.

Responsibilities

• Establish an end‑to‑end service experience strategy for Mid‑Market offerings.
• Quantify benefits and service performance along the customer journey.
• Rally cross‑functional teams to improve value delivery and outcomes.
• Collaborate with analytics to understand drivers of customer benefit and retention.
• Partner with leadership to align roadmaps with business priorities.
• Identify dependencies, roadblocks and remove impediments.
• Communicate clearly to senior stakeholders and inspire a shared vision.
• Lead without direct authority to unify teams around goals.
• Provide steady leadership amid change and aggressive deadlines.
• Drive cultural change to deliver next generation Intuit offerings.

Skills

Customer Experience

Service Strategy

Product Management

Analytical skills

Communication skills

Cross-functional collaboration

Leadership without authority

Education

BA/BS or equivalent

MBA preferred

Job description

Intuit Inc. seeks a Staff Service Experience Strategy & Management Leader - Mid Market to drive end-to-end service experiences across the Intuit ecosystem.

You will partner with Marketing, Customer Success, Sales, Expert Network Platform, Product Management, Service Design and Data to deliver world‑class experiences for customers and experts. You will lead cross‑functional teams, validate new expert-led experiences, and help expand the mid‑market portfolio while aligning roadmaps with the