Overview
As a Staff Customer Experience Professional, you'll be part of Intuit's Customer Success team, designing the end-to-end experience behind our Growth & Retention programs across Intuit's international markets - the motions that get customers to value, keep them through the moments they're most likely to leave, and help them grow into the products that fit how their business has changed. You'll own the customer experience across assisted onboarding, cross-sell and upsell, saves, and the onboarding-to-value journey, spanning small business, accountant, and mid-market customers.
Dedicated specialists run each of these motions day to day. This is the seat that designs the experience behind them, sequences investment across all four, and carries the story up to leadership and out to Sales, Marketing, and Product. You'll lead the creation of new expert-led and AI-powered experiences that use Intuit's ecosystem of products and services to drive growth for the business and deliver real value to customers.
Based in Canada, you'll serve as a key connection point for these programs across international markets - ensuring that what we build in one market reflects and informs a globally coherent approach, and that learnings travel in both directions. This role requires a deep understanding of the needs and regulatory contexts of international markets, and the ability to translate those insights into programs that work locally while aligning to global priorities. You'll partner with functions including Marketing, Sales, Product Management, Product Development, Service Design, and Data.
Intuit has embraced a hybrid working model and this role will be based out of our Toronto office 3 days per week.
Responsibilities
- Establish the end-to-end customer experience strategy across Intuit's Growth & Retention programs - assisted onboarding, cross-sell and upsell, saves, and the onboarding-to-value journey - spanning all customer segments across international markets, and ensure alignment with the broader global strategy
- Serve as the Growth & Retention connection point across international markets - sharing learnings, aligning on priorities, and ensuring consistency in how we deliver value to customers across geographies
- Design the customer-facing experience behind each program: what a customer actually sees, hears, and is asked to do, so results improve because the experience got better
- Read the funnel across all four programs as one connected journey - a customer who onboards badly shows up later as a save, and a save handled well is often the moment they're ready to upgrade
- Quantify the delivery of benefit and service performance at every step of the journey across markets, maintaining a set of high-impact priorities that ladder up to the strategy
- Sequence investment across the four programs against a fixed team and budget, with a clear, defensible view of what to deprioritize
- Carry Growth & Retention's needs directly into Product's roadmap when the experience requires something only Product can build
- Partner with Lifecycle Marketing and Sales to align demand generation and messaging with what the experience actually needs
- Lead the design of AI- and GenAI-enabled service experiences that advance how Intuit delivers expert-powered help to these customers
- Work with analytics partners to understand what drives benefit to customers, as measured by retention, and optimize the delivery of those benefits
- Navigate the unique requirements of international markets - including local regulatory contexts, language considerations, and market-specific customer needs - so these programs are built for how customers in each market actually work
- Represent Growth & Retention in Customer Success business reviews, translating program performance across markets into a narrative leadership can act on
- Lead without direct authority and create a unifying sense of purpose across cross-functional teams
- Provide steady leadership in the face of uncertainty, change, and the aggressive deadlines common to a rapidly growing company with an evolving business model
Qualifications
- BA/BS required or equivalent work experience; MBA strongly preferred
- 8–10 years of Customer Experience and Service Strategy, and/or Product Management experience for service-oriented offerings
- Superior strategic and analytical skills with ability to draw key insights and develop clear recommendations
- Robust analytical and problem-solving skills with clear examples of using data actively for customer insights, measurement, ROI analysis, and recommendations
- Passion for deeply understanding customer needs and turning that insight into a compelling vision and concrete solutions, across the full spectrum of small business to mid-market customers
- Proactive, action-oriented, and results-driven with the ability to thrive in a highly matrixed company structure, including rolling up sleeves and leading by example at both strategic and tactical levels
- Superior communication and presentation skills, including the ability to communicate complex issues simply and convincingly to drive fast decisions
- Track record of aligning disparate teams - including across geographies - around a common cause and effecting transformational change
- Capacity to handle a highly complex effort with the ability to prioritize across multiple workstreams and markets
- Prior experience working across international or multi-market environments, with an understanding of how to balance global consistency with local market needs
- Prior experience designing or scaling AI-powered or expert-assisted customer experiences preferred
Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.
The Expected Base Pay Range For This Position Is
Toronto $133,000 - $180,000
