Staff Customer Experience Professional, SMB Expert Assist

Category Customer Success, Customer Experience Location Mountain View, California; San Diego, California; Tucson, Arizona Job ID 19790

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Company Overview

Job Overview

We’re looking for a strategic, customer-obsessed leader to help shape the future of the QuickBooks Expert Assist experience for small businesses. In this role, you will drive the evolution of our support model from traditional issue resolution to an AI-enabled, human-led experience that delivers the right help at the right moment in the customer journey.

You will work across Product, Engineering, Service Delivery, Learning & Development, and Change Management to identify customer pain points, design better service experiences, test new approaches, and scale what works. This role is ideal for someone who combines strong customer empathy, analytical rigor, and cross-functional leadership to deliver measurable improvements in customer experience and business outcomes.

Responsibilities

• Define and drive the SMB support experience strategy - Lead customer experience initiatives that improve how small businesses engage with Expert Assist. Translate customer needs and business priorities into clear strategies, plans, and deliverables that advance our service model.

• Shape AI-enabled, human-led service experiences - Evaluate where AI can improve the customer journey and where human expertise creates the greatest value. Develop and refine support experiences that combine automation, expert guidance, and customer success principles.

• Deeply understand customer needs and pain points - Stay close to the voice of the customer by leveraging surveys, interviews, behavioral data, and engagement metrics. Identify friction points across the issue resolution journey and partner with cross-functional teams to improve outcomes.

• Experiment, learn, and scale - Develop hypotheses, design experiments, and use data to validate new service approaches. Continuously refine support experiences to improve retention, efficiency, and scalability.

• Lead through cross-functional influence - Partner closely with Product Management, Engineering, Service Delivery, Learning & Development, and Change Management to create aligned, end-to-end solutions for customers. Build trust, create shared context, and drive execution across teams.

• Use insights and analytics to improve performance - Analyze customer feedback, operational data, and performance trends to prioritize opportunities, assess impact, and continuously improve support strategies and execution.

• Apply customer-centered design thinking - Use service design and customer-centric problem-solving methods to create intuitive, effective experiences that increase customer satisfaction, confidence, and loyalty.

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, Science, or similar field 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 [1] 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: Bay Area California $ 168,000- 227,000 Southern California $ 160,000- 216,500 References Visible links 1. https://www.intuit.com/careers/benefits/full-time-employees/ Mountain View $168000 - $227000

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