Senior Manager, Customer Experience & Service Design

Mississauga, ON
30+ days ago

Job Description


Intuit is a mission-driven, global financial platform company that gives everyone the opportunity to prosper. With products like TurboTax, QuickBooks and Mint, we’re using technology to build solutions to challenging financial problems for millions of people around the world.
Intuit's Customer Success team within the Consumer Group is transforming the industry with a suite of high-touch professional services powered by data-driven, technology-lead operations and a distributed professional workforce.
In this role, you will lead a team designing streamlined customer and expert workflows and processes that empower our tax & financial experts to deliver complete customer confidence in our suite of new services around customer advice, coaching and preparation for taxes and personal finance.

What you'll bring

  • Experience in core service design methods and processes
  • The ability to zoom out to see the big picture, then diving in to nail the important details with a systematic approach
  • Comfort with extreme ambiguity and gnarly problems
  • Ability to shift from working in the field to the boardroom and back again
  • Superlative negotiation, communication, and storytelling
  • 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

How you will lead

What you'll bring

  • 5+ years designing, releasing and curating delightful service experiences at scale
  • Knowledge and experience within a relevant service design discipline (Systems Design, Business Design, Organizational Design, UX/Interaction Design)
  • Demonstrated understanding of the design process - empathy, exploration, definition, iteration
An understanding of or experience designing with and for data-driven products and services.
  • Ability and interest in managing and growing junior team members.
  • Experience creating Service Design prototypes that showcase the concepts.
  • Ability to work collaboratively within cross-disciplinary teams, as well as ability to work independently.
  • Knowledge and expertise in prototyping in low and/or high-fidelity prototypes on different tools (e.g. Mural, Sketch, AdobeXD, Figma, etc.)
  • Bachelor’s degree in Design, Design Strategy, Human Computer Interaction, Behavioral Science, or equivalent experience
  • Ability to quickly deliver multiple, inventive ideas that are fresh and simple while solving complex customer and business needs.
  • Understanding of an Agile/Scrum development process.

How you will lead

Details of what you'll do:
  • Work with cross-functional partners to analyze service metrics and data to identify opportunity areas, frame design decisions, develop ideal states, and resolve service issues.
  • Lead service design activities, including: plan, design, facilitate, and synthesize workshops, user interviews, and creative brainstorms.
  • Create experience/ecosystem maps, user journeys and service blueprints, interaction models, process flows, storyboards and prototypes.
  • Uncover user needs through research, develop deep insights, generate concepts, and craft how people will interact with the products and services we design.
  • 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.


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