Intuit · 4 days ago
Principal Customer Experience Professional
San Diego, CA
Full-time
Onsite
Lead/Staff
$185K/yr - $250K/yr
8+ years expIntuit is a company focused on customer success and innovation, seeking a Principal Customer Experience Professional to enhance product support experiences for Quickbooks customers. The role involves driving strategic initiatives, optimizing operational performance, and fostering innovation to ensure 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 customer issues, drive loyalty, and enable revenue growth within the Expert Network
Optimize Operational Performance: Analyze and improve the operational performance of our Expert Network, contributing to the achievement of experience, financial, and performance targets
Strategic Thought Partner: Serve as a critical strategic thought partner in improving the product support experience and evolving the role of our product support experts who support our mid-market and accountant customers
Design Scalable Solutions: Design and implement solutions that drive customer growth and scale across our service offerings
Foster Innovation: Champion a culture of innovation through experimentation and partner with our continuous improvement and technology teams to remove friction and position our experts to deliver exceptional experiences
Drive End-to-End Thinking: Collaborate cross-functionally with sales, product, and Customer Success teams, advocating for our customers and experts, and helping to deliver product and services experiences that exceed customer expectations
Data-Driven Insights: Partner with forecast, demand, and experience teams to analyze data and improve accuracy and precision in our forecast and operational performance
Financial Acumen: Work with Ops Strategy & Finance Partners to align on operational and financial plans and contribute to delivering to target
Strategic Direction: Provide thought leadership on the strategic direction and priorities of our GBSG Expert Services organization and contribute to compelling expert talent strategies to exceed our Mid-Market and Accountant expectations
Process Excellence: Establish and refine robust processes to ensure high-caliber service delivery and performance
Adapt to Dynamic Growth: Excel in a dynamic growth environment where high-velocity change is seen as an opportunity to grow and innovate
Leverage Technology: Partner with technology teams to bring the power of the platform to our expert teams, harnessing Intuit Assist, RPA, and the Intuit Expert Platform
Cultivate Advocacy: Create and promote an "advocacy" culture and mindset across the organization, which places emphasis on delighting customers in everything that we do
Qualification
Required
8+ years of proven success and significant experience in a fast-paced organization, driving customer-centric operations and initiatives
Demonstrated ability to remove friction and deliver stellar customer experiences
Experienced in driving delivery for high-value, complex customer groups
Proven track record of influencing cross-functional teams and stakeholders without direct authority, fostering strong partnerships, and guiding others
Demonstrated cross-functional collaboration experience, partnering to influence different functions at all levels
Customer champion with a design mindset and demonstrated strengths in improving or designing new customer and expert experiences
Has developed clear and compelling business cases that support prioritization of work and investments
Proven ability to contribute to and enhance large-scale customer success teams and foster a high-performance culture in a virtual environment through internal and partner workforce
Experience delivering customer experiences for accountant and mid-market customers a plus
Experience in a dynamic work environment, managing and executing complex systems and organizational change initiatives
Fluent in English and have excellent written and verbal communication skills, including an ability to communicate complex issues simply
Proficient in MS Word, Excel, and PowerPoint
Bachelor's degree or equivalent practical experience
Preferred
MBA or focus in Business or Operations Management a plus
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