Staff Customer Experience Professional

Customer Experience Professional

Join our Customer Success organization as a Customer Experience professional, leading a portfolio of external partners responsible for delivering world-class support experiences for our SMB customers. You'll play a pivotal role in crafting our partner strategy, setting a high bar for performance, and driving innovation in service to operational excellence. This is a critical role at the center of our service transformation, focused on optimizing how we deliver expert-driven customer experiences across multiple channels and geographies. As we transform our approach to Customer Success, this role will help shape how our experts foster customer loyalty, retention, and power revenue growth. You will be part of a team responsible for driving performance across multiple strategic partners, with accountability for experience quality, efficiency, and alignment to our business goals. As a senior leader, you will contribute to the strategic vision for partner operations, develop strong cross-functional relationships, and implement programs that positions customer success as a strategic differentiator for our Small Business customers.

What you'll bring

Experience & Industry Expertise

• 6-8 years of experience in customer experience strategy, product management, 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.

How you will lead

• Drive Strategic Initiatives - Own and execute customer service initiatives to address customer needs. Scope, plan, and define the required deliverables and timelines to drive service strategy and innovation.

• Elevate the Customer Experience - Be the voice of the customer—stay 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 - Identify opportunities to transform challenges into data-driven solutions and actionable strategies. Continuously refine Service offering and experience to ensure customer retention, increased efficiency, and operational 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 to Improve CX and Efficiency - 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.

EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.