Principal, Service Experience Strategy & Mgmt.

Overview

Come join the Global Business Solutions Group (GBSG) Customer Experience Growth & Retention team as a Principal, Service Experience Strategy & Mgmt., 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.

What you'll bring

• 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.
  
  

How you will lead

• 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