Intuit · 2 weeks ago
Principal, Customer Experience Strategy
United States
Full-time
Remote
Lead/Staff
$192K/yr - $260K/yr
8+ years expIntuit is a leading financial software company, and they are seeking a Principal Customer Experience Professional to enhance customer experiences for their Midmarket customers. In this role, you will drive strategic initiatives, optimize operational performance, and collaborate with various teams to deliver world-class customer experiences.
AccountingFinancial ServicesFinTechPaaSSoftware
Responsibilities
Champion Customer and Expert Experience
Drive initiatives and collaborate with internal and external partners to deliver experiences that resolve complex customer issues, drive loyalty, and enable revenue growth across the Intuit Enterprise Suite Midmarket segment
Optimize Operational Performance
Analyze and improve the operational performance of our Expert Network across the Enterprise Suite ecosystem, contributing to the achievement of experience, financial, and performance targets
Strategic Thought Partner
Serve as a critical thought partner in evolving the Enterprise Suite product support experience and shaping the role of experts who support midmarket businesses with advanced workflows, compliance requirements, and multi-system integrations
Design Scalable Solutions
Design and implement scalable solutions that drive customer growth and operational efficiency across Enterprise Suite service offerings
Foster Innovation
Champion a culture of innovation through experimentation and partner with continuous improvement and technology teams to remove friction and empower experts to deliver exceptional midmarket support
Drive End-to-End Thinking
Collaborate cross-functionally with sales, product, and Customer Success teams to advocate for Enterprise Suite customer and expert needs, ensuring product and service experiences exceed expectations
Data-Driven Insights
Work with forecasting, demand planning, and experience teams to analyze data and improve forecast accuracy and operational performance
Financial Acumen
Collaborate with Operations Strategy & Finance to align operational and financial plans and ensure consistent delivery to target
Strategic Direction
Provide thought leadership on the direction and priorities of our GBSG Expert Services organization, contributing to expert talent strategies that meet the dynamic needs of the midmarket segment
Process Excellence
Establish and refine robust processes to ensure high-caliber service delivery and performance across internal and partner teams
Adapt to Dynamic Growth
Excel in a dynamic, rapidly scaling environment where high-velocity change is viewed as an opportunity to innovate
Leverage Technology
Partner with tech teams to bring the power of the Intuit platform to expert teams, harnessing Intuit Assist, RPA, and the Intuit Expert Platform to deliver efficient and intelligent support experiences
Cultivate Advocacy
Promote a culture of advocacy that prioritizes delighting customers and elevating their experience throughout every interaction
Qualification
Required
8+ years of proven success in a fast-paced organization, driving customer-centric operations and initiatives
Proven ability to remove friction and deliver exceptional experiences for complex midmarket environments
Experienced in supporting high-value customers with advanced product, integration, or workflow requirements
Strong track record of influencing without authority, guiding cross-functional teams, and building strategic partnerships
Effective working across organizational boundaries and influencing senior stakeholders
Deep customer advocacy with a design-thinking approach; able to build compelling business cases to prioritize investments that improve Enterprise Suite experiences
Experience leading or contributing to large-scale customer success teams supporting midmarket or enterprise-grade products
Skilled in managing complex systems or organizational change initiatives in dynamic environments
Fluent in English with excellent written and verbal communication skills and the ability to simplify complex concepts
Proficient in MS Word, Excel, and PowerPoint
Bachelor's degree or equivalent
Preferred
MBA or Operations-focused graduate education a plus
Partner workforce leadership and virtual team experience strongly preferred
Benefits
Cash bonus
Equity rewards
Benefits
Company
Intuit
Intuit provides financial software solutions to empower individuals and businesses.
10001+ employees
H1B Sponsorship
Intuit has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (693)
2024 (550)
2023 (586)
2022 (842)
2021 (773)
2020 (514)
Funding
Current Stage
Public CompanyTotal Funding
$8.52BKey Investors
JP Morgan Chase
2025-01-31Post Ipo Debt· $4.5B
2023-09-12Post Ipo Debt· $4B
2011-01-19Post Ipo Equity· $6.7M
Leadership Team
Sasan Goodarzi
Chief Executive Officer
Alex Balazs
Chief Technology Officer
Recent News
2026-01-22
2026-01-22
Company data provided by crunchbase