Intuit · 2 days ago
Staff Customer Experience Professional
San Diego, CA
Full-time
Onsite
Senior Level, Lead/Staff
5+ years expIntuit is the global financial technology platform that powers prosperity for the people and communities we serve. The Staff Customer Experience Professional will lead customer and employee research to identify pain points and drive experiments to develop successful solutions, ensuring the best experience for Business Tax TurboTax customers through collaboration with cross-functional teams.
AccountingFinancial ServicesFinTechPaaSSoftware
Responsibilities
Leads customer and employee research to identify customer pain points and drives experiments to develop hypotheses and propose successful solutions
Uses a cross-functional approach to drive experiments for Customer Success that will test customer behavior and solve hypotheses
Presents analyzed data to other teams and contributes to ideation across market
Quickly identifies critical parts of a problem for Customer Success and works to deliver effective solutions
Seeks internal and external feedback to share with Customer Success and puts forward recommendations that could address customer needs
Frequently demonstrates a deep understanding of the customer and expert journey (and long term problems) and proposes solutions that challenge status quo to eliminate friction between both experiences
Influences direct project team to ensure root causes and systemic issues are identified and analyzed; understand the impact of human behavior and market trends on customer interaction with products
Connects the dots using external and internal data about our customer needs and provides precise recommendations aligned to the business
Leverages quantitative and qualitative research to become an expert on the use of our products and services
Proactively seeks insight on the Voice of the Customer and Employee to identify critical data that will help develop solutions to improve customer experience
Proactively simplifies and continuously improves existing processes to operate more efficiently
Serves as an informal leader for change management within direct team
Drives customer success projects
Contributes to market led cross-functional projects
Deliverables may include:
End to End journey maps and Service Blueprints for moderate scale product and services offerings
Report outs to cross-functional teams and CS team on voice of the customer for their specific area of coverage
Analyze and develop insights based on customer sentiment from customer interactions to drive defect resolution or product improvements
Surfaces emerging issues impacting customers to teams in order to deliver notifications or content publication
Identifies opportunities and contributes to Initiatives that drive incremental product experience improvements
Qualification
Required
Minimum of 5 years in Customer Experience, including leading in a highly matrixed, cross-functional, and fast-moving environment, developing product/service experiences, and driving revenue & customer growth
Proven expertise in service design and blueprinting, including the ability to map complex service ecosystems, identify pain points and opportunities, and orchestrate seamless end-to-end experiences that span digital and human touchpoints. Able to translate strategy into actionable blueprints that align stakeholders and drive implementation
Organizationally savvy, with good interpersonal effectiveness, influence, and ability to get things done through both formal and informal means. Exceptional ability to collaborate, influence, mobilize and energize key stakeholders and complex cross-functional teams to implement creative, innovative, best in class solutions
Must have a strong presence and be a compelling communicator across all levels of the organization to win hearts and minds. Good listener and problem solver; solutions oriented and great at simplifying complex topics. Knows when to dive deep, and when to stay at a higher level. Must have a very strong pulse on the metrics driving the business
Strong acumen in understanding customer behavior and using design thinking and scientific methodologies to inform decision making. Clearly exhibits a systems thinking mindset, and can apply the appropriate framework at the right time, or create a new one as needed
Customer champion with a design mindset and demonstrated strengths in product management or experience design. Have led the creation of service experiences (from concept through production)
Robust analytical and problem-solving skills with clear examples of using data actively for customer insights, measurement, ROI analysis and recommendations
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
2026-01-16
International Accounting Bulletin
2026-01-15
Company data provided by crunchbase