Senior Customer Experience Professional - Strategy & Operations

Job title: Senior Customer

Experience

• Professional - Strategy & Operations

• Company: Intuit

• Location: London, United Kingdom

• Job ID 24197

• Company Overview

• Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With tens of millions of customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.

• Job Overview

• Intuit's Global Business Solutions Group (GBSG) is dedicated to delivering a portfolio of solutions that help businesses thrive at every stage of growth — from solopreneurs to mid-market — across accounting, payroll, payments, bill pay, and more.

• Lead the Strategy & RevOps function for CS International — the engine that turns business opportunity into sized, investment-ready strategy and scalable operating mechanisms. This role sets the multi-year direction for International Customer Success, runs the revenue operations that govern how work is prioritised and measured, and builds the commercial cases that secure funding for growth, retention and activation programs.

• Leveraging qualitative insights alongside contact driver and operational data points, you will identify and address / escalate opportunities to improve the service and product experience, through partnership with Customer Success and cross-functional stakeholders such as Product Management. You will map ‘as is’ and design future state experiences for customers that drive retention and growth through our ecosystem of products and services.

• This role is an individual contributor partnering with the Customer Success ecosystem: Service Management, L&D, Incident Management, Change Management as well as our outsourced partners who deliver the support experiences to our customers. You will also work with key stakeholders across Marketing, Sales and Product. Your impact will be measured by the impact of the experience improvement initiatives you drive through actionable insights to deliver our core customer success metrics, including tNPS, FRS, revenue, retention and growth.

• We champion collaboration and this role is based in our Victoria, London office (3 days a week).

Responsibilities

• Strategy & planning — Own the CS INTL strategy and annual/multi-year planning cycle, including Big Bets and roadmap governance. Run structured prioritisation (e.g. WinRoom-style frameworks) that sizes every motion by expected value before it enters execution.
• Revenue operations — Stand up and run the RevOps operating model: revenue forecasting, a quarterly planning rhythm, performance-review cadence, and reporting that supports self-serve decision-making across the region and its GTM partners.
• Business case development — Build investment-ready business cases end to end — sizing impact, modelling ROI, aligning financial assumptions, and securing Finance and cross-functional approval (e.g. product CS investment cases, post-sales/PCSM models, incentive redesigns).
• Growth, retention & activation — Govern the Growth & Retention program to deliver incremental in-year revenue targets; own Customer Health Score strategy and drive activation/retention experimentation and interventions across International markets.
• Incentive & commercial design — Design commission and incentive structures that grow net revenue while protecting margin.
• Analytics & tooling — Ensure the analytics infrastructure and insight cadence needed to run programs; champion AI adoption and internal tooling to increase team velocity and rigour.
• People leadership — Hire, develop and retain a high-performing Strategy & RevOps team; coach direct reports into full ownership of workstreams; remove single-point-of-failure risk by scaling team capability.
• Stakeholder influence — Act as trusted commercial partner to Global CS, International GTM, Finance and the CS SLT; build buy-in with senior stakeholders inside and outside the direct line.

Qualifications

• 5+ years experience in a RevOps, Customer Success Ops, or Strategy & Planning positions, ideally in a fast-paced tech company or management consultancy.
• Extensive experience in a customer experience as well as service / process design role. Demonstrated experience in providing CX insights and/or VoC insights.
• Strong strategic thinking and commercial acumen; financial/business-case modelling; RevOps and analytics fluency; experimentation discipline; cross-functional and executive-level influence; people leadership; and concise, executive-ready written communication.
• A bachelor's degree, with qualifications in marketing, communications, advertising, business management, or other relevant work experience.