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 preferredProven 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.
J-18808-Ljbffr
Director of User Experience
A company is looking for a Director of User Experience to lead design initiatives across digital platforms. ...
IT Director of Collaboration Services
This role is responsible for the strategy and team that delivers applications and services supporting collaboration and communication technologies for Western Digital’s workforce. System Management: Oversee the administration, maintenance, and optimization of collaboration platforms such as Microsof...
Director of Digital Channel Experience
A company is looking for a Director, Digital Channel Experience (Provider Web Channels) to oversee process improvement and project management related to provider web services. ...
Assistant Director (Student Engagement)
The Assistant Director of Student Engagement and Leadership is responsible for developing, facilitating, and evaluating a variety of the office’s activities and events in coordination with our student leaders and Director of Student Engagement and Leadership (SEAL). Additionally, The Assistant Direc...
Assistant Director - Internal Business Services
Under the direction of the Director III - Internal Business Services, assists in the management and oversight of the budget, accounting, and student attendance accounting functions for the Santa Clara County Office of Education (SCCOE); serves as a resource to administrators regarding State and Fede...
Director of Clinical Management / Rehab Manager/Program Manager
Minimum of two years clinical experience and working knowledge of rehabilitation for persons with disabilities. Maintains professional license and/or certification as required by the state in which the Director of Clinical Management practices. Directs, coordinates, and participates in the provision...
Director Of Business Services
The Director of Business Services reports to the Vice Chancellor of Administrative Services at the District Office. Under the general direction of the Vice Chancellor, Administrative Services or assigned administrator, the Director of Business Services leads, organizes, and evaluates the District's ...
Director of Procurement and Logistics
Proficiency in Microsoft Office Suite (Word, Excel, Outlook, SharePoint) and JAMIS software. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to indi...
Director of Consulting Services
Define and sell new consulting and professional service offerings. Demonstrated success in scaling and profitably growing a professional services business focused on predictable implementation. Proven track record of hiring high performing Professional Services team. Manage a portfolio of software i...
Director of Photonic Design
Director of Photonic Design We are part of the global engineering team at NVIDIA that crafts groundbreaking GPUs for all applications, such as supercomputers, gaming consoles, and self-driving cars. Experience in architecting, designing, and taping out PICs; PIC test data analysis and design optimiz...