Staff Customer Experience Manager - Mid-Market

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

Job summary

Intuit is seeking a Staff Service Experience Strategy & Management Leader - Mid Market to join the Customer Success Strategy team. The role focuses on creating ecosystem-wide service experiences across Intuit's expert services portfolio and partnering with Marketing, Sales, Product and Data to drive growth and enhanced customer value.

You will lead end-to-end service strategy, quantify benefits at every journey stage, and rally cross-functional teams to remove obstacles while improving retention

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.
• Superior strategic and analytical skills with ability to draw key insights and develop clear recommendations.
• Robust analytical and problem-solving skills with use of data for customer insights and ROI.
• Proactive, action oriented and capable of leading in a matrixed organization.
• Superior communication and presentation skills; ability to influence at senior levels.
• Track record of aligning disparate teams around a common cause and driving change.

Responsibilities

• Establish end-to-end service experience strategy for Mid-Market offerings.
• Quantify benefits and service performance across the customer journey with key priorities.
• Rally cross-functional teams to address challenges and improve value delivery.
• Collaborate with analytics to understand drivers of retention and optimize benefits.
• Partner with leadership to align roadmaps with business pipelines and strategies.
• Identify interdependencies, roadblocks, and remove them to enable progress.
• Communicate clearly across seniority levels to rally teams behind a shared vision.
• Lead without direct authority to unify cross-functional teams.
• Provide steady leadership amidst uncertainty and aggressive deadlines.
• Drive cultural change to deliver next generation Intuit offerings.

Skills

Strategic thinking

Analytical skills

Data-driven decisions

Communication skills

Cross-functional leadership

Education

Bachelor's degree

MBA preferred

Job description

Overview

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.

The Expected Base Pay Range For This Position Is

Mountain View $168,000 - $227,000

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 Intuit®: Careers | Benefits). 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.