Staff Customer Experience Manager - Mid Market

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 Staff Customer Experience Manager, responsible for building and managing service experience for our Mid Market segment.

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 Intuit service offerings