Staff CX Professional, QuickBooks Live Service Strategy

Customer Experience Strategist

We're looking for a skilled and passionate Customer Experience Strategist to shape and elevate the QuickBooks Live Expert Assisted experience. You'll play a key role in defining the strategy and end-to-end experience for expert-assisted onboarding, ensuring a seamless and successful onboarding experience for QuickBooks customers.

You'll partner cross-functionally to deeply understand customer needs, business priorities, and operational leverstranslating insights into scalable experience strategies that define how experts deliver value. You'll play a critical role in identifying opportunities to improve efficiency, drive consistency, and unlock measurable business impact.

If you thrive in a fast-paced, highly collaborative environment and are equally comfortable setting strategic direction and diving into the details to bring it to life, we'd love to hear from you.

Responsibilities

• Service Strategy & Innovation - Define and drive service strategies that address evolving customer needs. Lead scoping and planning efforts, setting the strategic direction, required deliverables, and timelines to ensure successful execution.
• Elevate the Customer Experience - Deeply understand customer needsstay close to customer perceptions by leveraging insights from surveys, interviews, and engagement metrics. Collaborate with teams such as User Research and Market Research, while proactively identifying and addressing gaps in the customer journey to enhance satisfaction and outcomes.
• Innovate & Scale Solutions - Continuously evolve the service offering and experience by developing and testing data-driven hypotheses through rapid experimentation. Partner cross-functionally to scale high-impact solutions quickly, ensuring operational efficiency and long-term scalability.
• Cross-Functional Leadership - Collaborate with Product Management, Marketing, Sales, and Service Delivery teams to create holistic solutions balancing customer needs and business goals. Build trust and shared context among cross-functional teams to accelerate execution and meet critical outcomes.
• Leverage Analytics and Insights - Analyze customer feedback and data insights to continuously refine service strategies, prioritize enhancements, and deliver optimized experiences. Monitor performance metrics to assess impact and identify opportunities for improvement.
• Apply Design Thinking - Use design thinking and customer-centric methodologies to create seamless, intuitive service experiences that drive retention, loyalty, and satisfaction.

Qualifications

Experience & Industry Expertise

• 6-8 years of experience in customer experience strategy, product management, strategy and operations, or related fields, preferably in SaaS or services-based industries.
• Familiarity with customer service organizations, operations, and domain expertise in accounting, Human Capital Management (HCM), or payroll is a strong plus.

Educational Background

• Bachelor's degree in Business, Technical, or Science disciplines required; MBA or advanced degree preferred (or equivalent work experience).

Customer-Centered Mindset

• Proven commitment to placing the customer experience at the core of decision-making, proactively identifying opportunities for growth and change.

Analytical & Strategic Thinking

• Proficient in end-to-end quantitative thinking and problem-solving.
• Adept at translating complex data into actionable insights and clear narratives that inspire stakeholders to take strategic action.

Leadership & Collaboration

• Strong track record of building collaborative cross-functional partnerships and driving alignment.
• Outstanding verbal, written, and presentation skills with the ability to simplify complex ideas, tell stories with data, and motivate partners to pursue initiatives.

Execution Orientation

• Proven ability to manage multiple projects and initiatives in a fast-paced environment, delivering measurable business impact.
• Proactive in anticipating dependencies, risks, and resource gaps, working swiftly to resolve them.