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Principal Customer Experience Manager - Mid Market
Location(s): Mountain View, California; San Diego, California; Tucson, ArizonaCompany Overview
Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.
Job Overview
Intuit’s Global Business Solutions Group (GBSG) is committed to creating solutions to power prosperity around the world, meeting the needs and improving the chances of success for businesses ranging from entrepreneurs just starting out to the small businesses that drive our economy to the larger mid-market businesses with broader scale and more complex needs. We look to accomplish this with an online ecosystem of solutions ranging from accounting to invoicing, payroll to time tracking, payments and lending.
Come join the Global Business Solutions Group (GBSG) Customer Experience Growth & Retention team as a Principal Customer Experience Manager, responsible for building and managing service experience for our Mid-Market customers.
We are looking for a customer obsessed leader to create 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. This leader 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 QuickBooks 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. The expected base pay range for this position is Bay Area California $192500 - 260000, Southern California $180500 - 244000. 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 Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing pay equity for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.
"When I encounter a technical problem, I feel driven to find a solution that is simple, human, and easy to understand."
"It’s important to always strive for improvement, even if you’re already in a good place."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
"Designing at Intuit feels special because we're not just making things to make things. We're tackling real, consequential financial problems voiced by small businesses, self-employed, and individuals around the world. I'm grateful to have such a worthy and motivating mission when I go to work – powering prosperity around the world."
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"By feeding our customers' data through machine learning algorithms, we uncover valuable insights that empower millions of customers to feel more confident about their financial future."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
"We use the latest Native frameworks for iOS and Android to deliver a truly delightful mobile-first experience for our customers. I love that we're enabling millions of customers to improve their financial health, all under a world-class mobile experience."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"It's a great feeling knowing that when you push out a new feature or fix, our customers notice it and really love the work that we do! Here at Intuit, not only do we have the freedom to work with the newest technologies, but we value solving challenging financial problems for our customers above everything else."
"One of my favorite aspects of this role is that my work is helping small business owners achieve their business goals by solving complex financial problems. It's gratifying to know that the work that I'm doing directly impacts consumers and makes their lives easier so that they can focus their energy on growing their business."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Hear from our employees
Conrad De Peuter
Senior Data Scientist - Machine Learning Futures Group
Conrad leverages tools like natural language processing and machine learning to help tax analysts and small business owners use TurboTax and QuickBooks more efficiently. For Conrad, Intuit is a great place to learn, grow, and take full ownership of your career path.
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