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Intuit is a global technology platform that helps our customers and communities overcome their most important financial challenges. We help give over 50 million consumer, small business, and self-employed customers around the world the opportunity to prosper.

Overview

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

• 7+ years experience leading Service Design methods and processes with multi-disciplinary teams to produce holistic experiences and execute on experience strategies.
• 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 end-users (frontstage and backstage).
• A strong 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 or Master'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:

• Create a high performing inclusive team that designs tax experiences to delight our customers
• Foster a team environment of collaboration, accountability and continuous improvement
• Lead the team through a fast paced, constantly changing environment
• Manage and prioritize a workload of multiple work streams from concept to completion
• 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.

What you'll contribute to the team:

• You're a strategic problem-solver. You consider multiple perspectives, objectives, and needs to arrive at the ideal solution. You're 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 multiple projects at once, manage your time efficiently and communicate scheduling with your manager and the broader team.
• You're a proactive team player who is eager and excited about producing awesome work. No task is too small or large for you. You are able to work alone or with partners to solve problems and develop clear action and execution plans for a task, informing your manager of progress appropriately.
• You're 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.
• You contribute to existing and emerging Service Design methods and tools like service blueprinting, ecosystem mapping, ideation, prioritization, rapid prototyping, storyboarding, and frameworking to strategically define ideal experiences.
• You 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.
• You plan and facilitate workshops with cross-functional teams.
• Establish relationships with x-functionally partners and constantly bring stakeholders along the design journey, leveraging diverse perspectives and skillsets.