Principal Service Designer

We are seeking a visionary Principal Service Designer to lead the development and execution of advanced sales tech experiences, catering specifically to Intuit Sellers and Customers across our Mass Market, Mid Market, Mailchimp, and Accountant segments. The successful candidate will drive significant impact in how sales technologies evolve to meet the dynamic needs of diverse markets, setting new industry standards between Sales, Customer Success, and Expert Services.

Responsibilities

• Develop a Service Design strategy directly aligned with Intuit’s goals for AI enabled selling and Seller experience enhancements targeting the specific needs of Mass Market, Mid Market, Mailchimp, and Accountants.
• Leverage insights from extensive sales organization research and AI/automation opportunities, identifying and addressing severe pain points in sales processes and technology use.
• Address the high-level design needs for each of the Sales segments including end-to-end workflow refresh and creating the overall experience for all Seller archetypes
• Design and implement solutions that integrate consistent, AI-driven sales support tools and processes, minimizing manual tasks and improving lead routing and prioritization.
• Work cross-functionally to design a unified source-of-truth for customer data that supports dynamic and effective selling strategies across all Seller types.
• Design workflows and tools to facilitate seamless transitions among Sellers and across Customer Success, ensuring valuable context is not lost when handing off.
• Pioneer the adoption of advanced technology solutions that standardize sales while allowing customization when necessary, balancing consistency with personalization.
• Foster a culture of continuous feedback and rapid iteration, embedding data tracking methods to fine-tune sales and processes effectively.
• Act as a change leader in the organization, advocating for and implementing AI-enhanced tools that address identified pain points and improve Seller and Customer outcomes.

• Bachelor’s or Master’s degree in Service Design, Interaction Design, Industrial Design, or a related field.
• Minimum of 10 years of experience in Service Design with a substantial focus on technology-driven sales solutions.
• Demonstrated capability in leading service design projects that incorporate AI and machine learning technologies to improve business processes.
• Strong leadership skills with experience in mentoring and influencing cross-functional teams.
• Excellent analytical and problem-solving abilities, coupled with robust project management skills to drive initiatives from conception through to implementation.
• Experience navigating complex organizational structures to influence and gain buy-in for strategic initiatives.
• Exceptional communication skills, adept at presenting complex strategic insights and engaging effectively with stakeholders at all levels.

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