Principal Service Experience Designer

Overview

At Intuit, our mission is powering prosperity around the world. Every day we innovate with our flagship products – TurboTax, QuickBooks, and Mint. No matter your financial need, we have a solution that can help. Whether you’re a consumer, self-employed, or a small business owner, we’re in your corner to help make your dreams of prosperity come true through technology that touches the lives of almost 50 million people.

Come join our QuickBooks Customer Success team as a Principal Service Experience Designer to imagine, create, make, and test new Customer Success concept solutions and interaction models that solve huge customer problems. QuickBooks Customer Success is is transforming the industry for Small Business with a suite of high-touch professional services powered by data-driven, technology-lead operations and a distributed professional workforce. We are a world class, service-centric organization that is never satisfied with losing a customer.

We are seeking a highly experienced Principal Service Designer to join our Customer Success Service Design team. In this role, you’ll partner with business owners and cross functional teams to design and optimize our customers’ journey and end-to-end lifecycle across service offerings, ensuring there are no dead ends for customers or experts by connecting customers to the best expert to address their need and drive confidence in their ability to manage their business leveraging QuickBooks Services and Products.

This role requires a dynamic individual who is comfortable working in a fast-paced, highly collaborative environment, with a strong ability to go deep into the details and step back and connect the dots for a more strategic perspective.

• A strategic problem-solver. You consider multiple perspectives, objectives, and needs to arrive at the ideal solution. Your business-savvy while keeping your users’ needs at the forefront of your designs
• You don’t get overwhelmed or flustered easily. You’re able to keep track of multi-projects at once, manage your time efficiently and communicate scheduling with your manager and the broader team
• A storyteller able to develop clear and persuasive stories about your work that you share with a wide range of audiences, including business partners and stakeholders
• A contributor to existing and emerging Service Design methods and tools like service blueprinting, ecosystem mapping, ideation, prioritization, rapid prototyping, storyboarding, and frame working to strategically define ideal experiences
• A partner with Research and Interaction Design to develop deep insights, generate concepts, and craft how people will interact with the products and services we design
• Customer obsessed, design thinking driven, user centric with passion for excellence

What You’ll Bring

• 7+ years experience leading Service Design methods and processes with multi-disciplinary teams to produce holistic experiences and execute on experience strategies
• Relevant bachelor’s degree from a 4-year college or university, or equivalent experience
• A portfolio that demonstrates mastery of Service Design including (but not limited to): service blueprints, user flows, journey mapping, and translating customer research, analytics, and insights into tangible artifacts
• Knowledge and experience within a relevant service design discipline (Systems Design, Business Design, Organizational Design, UX/Interaction Design)
• Experience planning and facilitating in-person and virtual co-creation workshops with multiple stakeholders
• Experience using Mural, Figjam and other collaboration tools
• Demonstrated experience designing with and for data-driven products and services.
• Ability to help define, shape, and grow Service Experience Design at Intuit. We want you to innovate on both what we do and how we do it

How You Will Lead

• Owns the scoping, planning (including partner identification, deliverables, and timeline), and delivery of Customer Success service design projects in strong collaboration with our internal stakeholders across product, design, research, and operations
• Solve customer problems by synthesizing behavioral information and imagining things as they might be, not as they are
• Apply strategic thinking to design and deliver innovative end-to-end user experiences that optimize among user needs, business goals, and technological realities
• Design scalable technology solutions to enable customer and expert interactions by identifying platform requirements to deliver customer benefit across all Human Assisted Service
• Foster a culture of learning, applying data analysis, developing voice of the customer & expert insights, and using experimentation to identify leading metrics to retention outcomes
• Establish relationships with cross-functional partners and constantly bring stakeholders along the design journey, leveraging diverse perspectives and skillsets
• Clearly articulates an end-to-end service experience to teams across the organization to achieve broad understanding, buy-in and alignment through complex multi-dimensional, multi-stakeholder prototypes
• Plan and facilitate workshops with cross-functional teams
• Passionately advocates for experience delivery excellence, E2E