Senior Service Designer – QuickBooks Online Accountant

Intuit is looking for a senior service designer to guide the Expert Standards pillar of the Expert Team. This team defines the domain-specific standards and processes for accounting professionals to deliver high quality bookkeeping services and drives implementation across the organization to power small business prosperity. You’ll create, define, and refine the steps accounting professionals take in doing their clients’ books, ensuring the books are complete, correct, and on time. As a service designer, you’ll work with a cross-functional team that’s passionate about solving the most critical user problems using Intuit’s D4D methodologies so that the accounting professional can focus on what matters most — powering the prosperity of their small business clients.

Responsibilities

• Work with cross-functional partners to analyze service metrics and data to attack opportunity areas, frame design decisions, develop and ship solutions, and resolve service issues.
• Create, audit and improve service design concepts and prototypes, and run experiments to test end-to-end service concepts, prototypes, and systems.
• Collaborate to conduct qualitative and quantitative design research, and then communicate the resulting research insights to stakeholders.
• Participate in Deep Dives and Experience Reviews with cross-functional teams, and facilitate key design decisions across a variety of stakeholders.
• Help define, shape and grow Service Design at Intuit. We want you to innovate on both what we do and how we do it.

What you’ll contribute to the team

• Experience in core service design methods and processes
• The ability to work across all phases of the design process
• Comfort with extreme ambiguity and gnarly problems
• Ability to shift from working in the field to the boardroom and back again
• Superlative communication and presentation skills
• Creative confidence, a curious mind, and an enthusiastic work ethic
• A laser focus on delivering an incredible experience for our customers
• Enthusiasm, creative grit, and a can-do attitude – you know how to win together

Qualifications

• A builder: You build to think, and you use that super power to thrive in ambiguity and create clarity.
• Data-curious: You crave and respect research. You’re adept at harnessing data, analytics and machine learning to transform experiences. You look to data for inspiration, as a way to validate and inform intuition.
• A storyteller: You’re able to work in multiple mediums and leverage your superpowers (leveraging prototypes, frameworks, big-picture context and moments-that-matter details) to bring possibilities to life, tangibly.
• A diplomat: You are comfortable building bridges by speaking the truth, no matter the organizational and functional boundaries. You start with the customer, and use observable data to settle arguments and build relationships.
• Detail-obsessed: The quality of an experience is a function of its elegance. You can spot the details. You can sweat the details.
• 5+ years designing, releasing and curating delightful service experiences at scale
• Prefer experience in a domain with a high degree of systemic complexity and high-stakes outcomes
• Minimum Bachelors or Masters degree in HCI, or equivalent experience
• Demonstrated mastery of the design process – empathy, exploration, definition, iteration