Service Design Strategist

5 - 10 years
Design
Full Time
United States
Mountain View, CA
November 4, 2019

The charter of the Product + Design Team at Intuit is to build product and people capabilities to accelerate the delivery of Intuit’s vision.

We are looking for a service designer to guide the service strategy and expert experience for the Intuit Expert Network. The Intuit Expert Network is experienced by Intuit’s customers as TurboTax Live and QuickBooks Live, and delivers those offerings by delighting and empowering Intuit’s global network of experts. It is a foundational part of Intuit’s strategy as an AI-powered expert platform.

As the Service Design Lead, you will work collaboratively on a wide range of projects and initiatives centered on the service experience provided by Intuit’s Expert Network. In this role you will work closely with Intuit’s Chief Product & Design Officer, Chief Customer Success Officer, the Product + Design Team’s Distinguished Director of Product Management, and product creation leaders across the company.

Responsibilities

Details of what you’ll do:

  • Help establish and drive service delivery excellence across the Intuit Expert Network — spearhead, drive, and execute complex programs that span market-facing offerings, geographies, and organizational structures.
  • Work with customer success agents, engineers, product managers, business analysts, and data scientists to analyze service metrics and data to identify opportunity areas, inform design directions, recommend solutions, and resolve service issues.
  • Create service design concepts and prototypes, and run experiments to test end-to-end service concepts, prototypes, and systems.
  • Collaborate with Design Researchers on qualitative and quantitative design research, and then communicate the resulting research insights to stakeholders.
  • Lead Deep Dives and Experience Reviews with cross-functional teams, and facilitate key design decisions across a variety of stakeholders.
  • Advise and coach teams as they solve complex service dilemmas involving people, processes, and business systems.
  • Benchmark and understand external technical solutions and industry trends to keep Intuit’s service design and development at the leading edge.
  • Help shape and grow Intuit’s service design acumen. We aspire to innovate in both the “what” and the “how” of our work.

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
  • Superlative communication and presentation skills
  • Creative confidence, a curious mind, and an enthusiastic work ethic
  • A proclivity for never leaving well enough alone
  • Enthusiasm, creative grit, and a can-do attitude — you know how to win together

Let’s Talk If You Are

A builder: you build to think and are comfortable assembling the parachute after you’ve jumped from the plane.

Data-passionate: you’re adept at harnessing the power of data, analytics and machine learning to transform experiences. You look to data for inspiration, a way to balance and inform intuition.

A masterful storyteller: you’re able to work in multiple mediums and leverage your superpowers to bring possibilities to life, tangibly.

A great coach: positive, instructional, encouraging in every interaction.

A high-candor diplomat: you’re “pie, not slice” by nature and are comfortable building bridges by speaking the truth, no matter the organizational and functional boundaries

Qualifications

  • 7+ years designing and shipping delightful service experiences at scale
  • Prefer experience in hospitality, transportation, financial services, or health services — or any domain with a high degree of systemic complexity
  • Bachelors or Master’s degree, or equivalent experience
  • Demonstrated mastery of the design thinking process
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