Staff Customer Experience Professional, SMB Assisted Support Strategy

Company Overview

Job Overview

We're looking for a skilled and passionate Customer Experience Professional to elevate the QuickBooks Assisted Support experience for our Small Business Customers. You'll play a key role in improving the customer journey, ensuring seamless, successful issue resolution, and product guidance experiences for Quickbooks customers. You'll collaborate cross-functionally to gain a deep understanding of customer needs, shaping how our experts deliver value. You'll be instrumental in optimizing efficiency and identifying opportunities that directly impact our bottom line. If you thrive in a fast-paced, highly collaborative environment and can seamlessly transition between strategic thinking and diving deep into details, we want to hear from you.

Responsibilities

Key Responsibilities

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

• Elevate the Customer Experience - Deeply understand customer needs —stay close to customer perceptions by leveraging insights from surveys, interviews, and engagement metrics. Collaborate with teams such as service delivery, learning & development, product and change management teams while proactively identifying and addressing gaps in the issue resolution journey to enhance satisfaction and outcomes.

• Innovate & Scale Solutions - Develop hypothesis and data-driven solutions, and run quick experiments to continuously refine support offerings and experience, to ensure customer retention, increased efficiency, and operational scalability.

• Cross-Functional Leadership - Collaborate with Product Management, Engineering and Service Delivery teams to create holistic solutions to enable customers. 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 support strategies, prioritize enhancements, and optimize execution. 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

Qualifications

• Experience & Industry Expertise

  • 6-8 years of experience in customer experience strategy, product support, or related fields, preferably in SaaS or services-based industries.

  • Familiarity with customer service organizations, operations, and domain expertise in accounting 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.

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 (see more about our compensation and benefits at Intuit®: Careers | Benefits). 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: