Manager 2 Customer Experience

$169,000 - $199,000/Yr

Intuit - San Diego, CA

Full-time - Manager

San Diego, CA

1,001-5,000 employees

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The SMB Experience Service Design Manager role within the Customer Success team at Intuit focuses on designing and managing end-to-end support experiences for accountants and small business owners using QuickBooks products. This position involves collaborating across various business units to enhance customer journeys, leveraging design thinking and operational data to improve service delivery and customer satisfaction.

Responsibilities

• Map and manage the end-to-end customer journeys for accountants and small business customers.
• Conduct design thinking sessions to uncover critical customer moments.
• Interpret operational data to make decisions that alleviate customer pain points.
• Lead teams and collaborate with Customer Service, Support, and Operations.
• Work with stakeholders in Marketing, Sales, and Product to enhance customer experiences.
• Design and document customer segment-specific assisted support models.
• Drive hypothesis-driven experimentation to optimize existing offerings.
• Define operational requirements for human-assisted offerings, including strategic prioritization and workforce strategy.
• Design workflows for expert, manager, and operational roles to ensure efficient outcomes.
• Establish performance KPIs to monitor customer benefit and business unit health.
• Create a strategic implementation roadmap for critical initiatives.

Requirements

• 5+ years of professional experience in designing and launching services focusing on people, process, and technology.
• 5+ years of experience leading high-performing teams to deliver world-class experience designs.
• Relevant bachelor's degree from a 4-year college or university, or equivalent experience.
• Deep expertise in design thinking, customer journey mapping, and service blueprints.
• Solid understanding of project management principles and practices.
• Experience using collaborative design tools such as Mural and Figma.

Benefits

• Competitive salary range of $169,000 - $199,000 per year.