Senior Customer Experience Pro (Delivery Design & Operations - Mid-Market

Mid Market Customer Experience Strategy Lead

Craft comprehensive service delivery designs for end-to-end Mid Market support and service models. Design the operational framework, processes, standards, and metrics for success, while maintaining consistent and efficient outcomes at scale.

Monitor, analyze and tune support and service levels, KPIs, ROI, workflows, tools, and resource allocation. Work collaboratively with cross-functional teams to continuously test, optimize, and enhance the quality of both customer and expert experiences in human assisted offerings.

Responsibilities

• Translate business strategy into well-defined customer experience strategies and programmatic efforts by understanding the competitive landscape, products, and service offerings, and brings an outside-in perspective to benchmark against best-in-class customer experience practices.
• Displays a natural curiosity to understand customer behaviors, objectives and trends
• Collects data points from various listening posts - such as Voice of the Customer, Partner, Expert and Employee - across the end to end customer journey
• Synthesizes customer needs, delighters and pain points, using quantitative and qualitative data - to form meaningful insights
• Crafts compelling stories that resonate with audiences, linking CX improvements directly to operational and business results
• Communicates actionable recommendations that inform the development of initiatives to address customer needs
• Facilitates collaboration amongst cross-functional teams to drive action that solves critical customer experience needs

Qualifications

• Experience: Minimum of 3 years in Mid Market or Enterprise Customer Experience strategy and deployment, product management or related fields, preferably in SaaS or services-based industries driving revenue & customer growth.
• Customer-Centric & Strategic Vision: Proven commitment to prioritizing the Mid Market and Enterprise level customer experience and proactively identifying growth and change opportunities, preferably within SaaS or services-based industries, with a focus on revenue and customer growth. Accounting services familiarity is an advantage.
• Influential & Collaborative Leader: Highly skilled in organizational dynamics, interpersonal effectiveness, and influencing stakeholders. Exceptional ability to collaborate, mobilize, and energize diverse cross-functional teams to implement innovative, best-in-class solutions through both formal and informal channels.
• Compelling Communicator & Problem Solver: Possesses a strong presence and communicates compellingly across all organizational levels. An excellent listener and solutions-oriented problem solver, adept at simplifying complex topics and understanding when to delve into details or maintain a high-level perspective.
• CX and Service Design Thinking: Understands Mid Market and Enterprise customer behavior using design thinking and scientific methods. Applies systems thinking and has led Mid Market or Enterprise customer experience creation from concept to production, demonstrating strengths in product management, customer experience or service design. Accounting services familiarity is an advantage.
• Analytical & Insightful: Strong analytical and problem-solving skills, with a proven ability to use data for customer insights, ROI analysis, and strategic recommendations. Translates complex data into actionable insights and clear narratives, and monitors key business metrics.
• Educational Background: Bachelor's degree in Business, Technical, or Science disciplines preferred.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may 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 fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is:

Mountain View, CA - $141,000 - $191,000

San Diego, CA - $126,000 - $170,500

New York, NY - $138,500 - $187,500