Principal at Intuit

Compensation

$243,000 – $328,500/yr

Setup: Hybrid
Location: Mountain View, California · San Diego, California
Type: Full-time
Level: not_specified

Description

The Principal will lead efforts to transform the end-to-end customer experience for Service offerings, ensuring resolutions and fostering customer confidence. They will connect customers to appropriate experts, equip those experts to resolve needs, and integrate customer insights back into product development. The role involves defining issue-resolution processes, optimizing customer experience, identifying impactful opportunities, and driving business results.

Required Skills

Service Experience Strategy
Customer Experience Design
Cross-functional Leadership
Analytical Skills
Communication, Presentation, and Collaboration Skills

Additional Information

Required Previous Experiences: Leadership experience in a services-based industry or SaaS organization, specifically focusing on improving customer experiences.
Experience in service experience strategy, customer experience design, or a related field focused on service delivery.
Strong understanding of customer journey mapping, service blueprints, market research techniques, methodologies, and service design principles.
Experience applying the Jobs to be Done framework to deliver customer benefits and achieve desired outcomes.
Strong cross-functional leadership capabilities, inspiring the organization to champion customer experiences that drive retention and growth.
Demonstrated customer service and support expertise, including managing or working with customer support organizations and operations.
Preferred Qualifications: Excellent analytical skills, capable of asking insightful questions and translating data into actionable insights.
Exceptional communication, presentation, and collaboration skills.
Familiarity with payments, bill pay, or financial management products.
An undergraduate degree in a business, technical, or science discipline, preferably an MBA or advanced degree, or equivalent work experience.