Principal, Customer Experience Strategy

Join the Intuit Customer Success team as a Principal Customer Experience Professional, shaping best in class experiences for our Midmarket customers.

Be at the center of growth of Intuit Enterprise Suite, where we’re looking for talented individuals to help optimize service experiences. Our approach to customer success is ever-evolving and always focused on achieving the highest levels of customer satisfaction. We do this through customer-focused thinking, which will significantly impact our customer retention and growth, and therefore increase revenue. We are deeply customer obsessed and solve for customer pain through data-driven insights and an innovative mindset.

The Customer Success team is at the core of this as we innovate, experiment, learn, pivot, and scale.

In this role, you will be a critical contributor within a team that is at the center of creating and delivering world‑class customer experiences and an environment that facilitates our experts in doing the best work of their lives. You will be responsible for driving strategic initiatives and operational improvements to deliver world‑class customer experiences through our partner network. As a key advocate and voice for customer and expert needs, you will play a crucial role in scaling support to achieve product and growth targets.

You will be accountable for identifying opportunities, driving performance enhancements across multiple partner product teams to lead change, and inform platform improvements.

Responsibilities

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.

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.

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 and implement scalable solutions that drive customer growth and operational efficiency across Enterprise Suite service offerings.

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.

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.

Work with forecasting, demand planning, and experience teams to analyze data and improve forecast accuracy and operational performance.

Collaborate with Operations Strategy & Finance to align operational and financial plans and ensure consistent delivery to target.

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.

Establish and refine robust processes to ensure high‑caliber service delivery and performance across internal and partner teams.

Excel in a dynamic, rapidly scaling environment where high‑velocity change is viewed as an opportunity to innovate.

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.

Promote a culture of advocacy that prioritizes delighting customers and elevating their experience throughout every interaction.

Qualifications

8+ years of proven success in a fast‑paced organization, driving customer‑centric operations and initiatives. The ideal…