Come join Intuit’s Small Business and Self-Employed Group (SBSEG) as the Director of Service Experience Strategy & Design on the Customer Success team.
This role is responsible for creating and implementing service experience strategies for QuickBooks that improve the overall customer experience and enhance monetization opportunities at scale.
Lead cross-functional teams to conduct market research, identify customer pain points, and design holistic service experience solutions that profitably drive revenue growth.
Responsibilities
- Service Experience Strategy Development : Lead the formulation and execution of a comprehensive service experience strategy aligned with business objectives and customer needs.
- Design Thinking Application : Apply design thinking principles to innovate and create seamless, intuitive service experiences that drive customer retention.
- Cross-functional Collaboration : partner closely with Product Management, Marketing, Sales and Service Delivery teams to design holistic service experience solutions that improve customer retention and grow revenue.
- Customer Feedback and Insights : Utilize customer feedback, market research, and data analytics to drive insights and inform service experience enhancements.
- Performance Metrics and Analysis : monitor and analyze service experience and monetization metrics to understand the effectiveness of service experience strategies and identify opportunities for improvement.
- Technology Integration : partner with product management and our Virtual Expert Platform team to leverage technology solutions that enhance service delivery efficiently and drive customer engagement.
- Communicate service experience design guidelines and best practices to stakeholders and team members.
- Proven leader with 10+ years experience in a services based industry or SaaS organization, with 5+ years in a leadership role driving business results through improved customer experiences in Customer Success, Product Marketing or similar functions.
- Bachelor's degree, Master’s degree preferred
- Proven experience (5+ years) 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.
- Strong understanding of customer journey mapping, service blueprints, market research techniques and methodologies, and service design principles.
- Experience applying the Jobs to be Done framework to deliver customer benefits and accomplish desired outcomes.
- Demonstrated success in leading cross-functional teams and managing complex projects.
- Excellent analytical skills with the ability to translate data into actionable insights.
- Excellent communication, presentation, and collaboration skills.
- Ability to thrive in a fast-paced, dynamic environment and drive change through innovation.
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