Intuit Senior Service Experience Designer – SBSEG Customer Success in Mountain View, California
At Intuit, our mission is powering prosperity around the world. Every day we innovate with our flagship products - TurboTax, QuickBooks, and Mint. No matter your financial need, we have a solution that can help. Whether you’re a consumer, self-employed, or a small business owner, we’re in your corner to help make your dreams of prosperity come true through technology that touches the lives of almost 50 million people.
Come join our QuickBooks Customer Success team as a Senior Service Experience Designer to imagine, create, make, and test new Customer Success concept solutions and interaction models that solve huge customer problems. QuickBooks Customer Success is is transforming the industry for Small Business with a suite of high-touch professional services powered by data-driven, technology-lead operations and a distributed professional workforce. We are a world class, service-centric organization that is never satisfied with losing a customer.
We are seeking a highly experienced Senior Service Designer to join our Customer Success Service Design team. In this role, you’ll partner with business owners and cross functional teams to design and optimize our customers’ journey and end-to-end lifecycle across service offerings, ensuring there are no dead ends for customers or experts by connecting customers to the best expert to address their need and drive confidence in their ability to manage their business leveraging QuickBooks Services and Products.
This role requires a dynamic individual who is comfortable working in a fast-paced, highly collaborative environment, with a strong ability to go deep into the details and step back and connect the dots for a more strategic perspective.
A strategic problem-solver. You consider multiple perspectives, objectives, and needs to arrive at the ideal solution. You’re business-savvy while keeping your users’ needs at the forefront of your designs
A storyteller able to develop clear and persuasive stories about your work that you share with a wide range of audiences, including business partners and stakeholders
Comfortable in both broad and undefined spaces and working with varying levels of product maturity
An agent for change, highly proficient with experimentation and launch of major features
Comfortable working primarily independently, but know when to check-in and ask for input, feedback, or support
Customer obsessed, design thinking driven, user centric with passion for excellence
What you'll bring
5+years professional experience with proven success designing and launching services focusing on people, process and technology that have been implemented in the real world
Relevant bachelor’s degree from a 4-year college or university, or equivalent experience
Deep expertise in design thinking/human-centered design, customer journey mapping, service blueprints and continuous service improvement methodologies
Solid understanding of software development life cycle models and project management principles and practices
Experience using Mural, Figjam and other collaboration tools
How you will lead
Owns the scoping, planning (including partner identification, deliverables, and timeline), and delivery of service design projects in strong collaboration with our internal stakeholders across product, design, research, and operations
Solve customer problems by synthesizing behavioral information and imagining things as they might be, not as they are
Apply strategic thinking to design and deliver innovative end-to-end user experiences that optimize among user needs, business goals, and technological realities
Design scalable technology solutions to enable customer and expert interactions by identifying platform requirements to deliver customer benefit across all Human Assisted Service
Foster a culture of learning, applying data analysis, developing voice of the customer & expert insights, and using experimentation to identify leading metrics to retention outcomes
Clearly articulates an end-to-end service experience to teams across the organization to achieve broad understanding, buy-in and alignment through complex multi-dimensional, multi-stakeholder prototypes
Autonomous multi-tasker with a track record managing multiple priorities, stakeholders and objectives at once
Aligns with product/service/ partners to ensure clarity of roadmap, capabilities, dependencies
Effectively negotiates priorities to keep service vision cohesive and delivery of value.
Role models making as thinking - drives conversations with prototypes, frameworks and provocations
Passionately advocates for experience delivery excellence, E2E
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.