Group Manager, Professional Services Strategy

Company 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.

Qualifications

• Proven leader with 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 Management, Product Marketing or similar functions.
• Undergraduate degree in a business, technical, or science discipline; MBA or advanced degree preferred
• Experience driving business model innovation
• Proven experience 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.
• Strong cross functional leadership : ability to inspire an organization to deliver and champion customer experiences that drive retention and growth.

Demonstrated success in building high performing teams through dotted line and direct management including recruiting and retaining top talent.

• Customer service & support expertise : demonstrated strength managing or working with customer support organizations and operations.
• Excellent analytical skills with the ability to ask the right questions and translate data into actionable insights.
• Excellent communication, presentation, and collaboration skills.

Responsibilities

• This role is directly accountable for identifying opportunities to create unique service experiences catered to different customer segments that optimize both customer and revenue growth.
• Service Experience Strategy Development : Lead the formulation and execution of a portfolio of service experiences that meet a diverse range of customer expectations.
• Cross-functional Collaboration : partner closely with Marketing, Sales, Product Management, and Service Delivery teams to design holistic service experience solutions that result in trajectory changing business growth.
• Customer Feedback and Insights : Utilize customer feedback, market research, and data analytics to drive insights and inform service lineup and 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.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is New York $210,500 - $284,500, Colorado $162,000 - $219,000, Bay Area California $213,000 - 288,000, Southern California $181,000 - 245,000, Washington $170,000 - $230,000.

This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs .

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.