Global CX Strategy Lead - AI-Powered Customer Experiences

Intuit, Inc.; Toronto; Hybrid; CAD 133,000 - 180,000; Full time

Job summary

Intuit, Inc. in Toronto is seeking a Staff Customer Experience Professional to lead end-to-end strategy across international markets, aligning local efforts with global priorities for small business and mid-market customers.

You will design AI-powered, expert-led experiences, partner with Marketing, Customer Success, Sales, Product, and Analytics, and drive measurable improvements in retention and value across markets while operating in a hybrid Toronto-based role.

Qualifications

• BA/BS required or equivalent work experience; MBA strongly preferred.
• 8–10 years of Customer Experience and Service Strategy, and/or Product Management experience for service-oriented offerings.
• Superior strategic and analytical skills with ability to draw key insights and develop clear recommendations.
• Robust analytical and problem-solving skills with clear examples of using data actively for customer insights, measurement, ROI analysis, and recommendations.
• Passion for deeply understanding customer needs and turning that insight into a compelling vision and concrete solutions, across the full spectrum of small business to mid-market customers.

Responsibilities

• Establish an end-to-end service experience strategy for Intuit's SMB solutions across international markets.
• Serve as the customer success strategy connection point across international markets.
• Quantify the delivery of benefit and service performance at every step of the customer journey across markets.
• Rally cross-functional teams across international markets to address key challenges limiting the delivery of value to customers.
• Lead the design of AI- and GenAI-enabled service experiences that advance how Intuit delivers expert-powered help to customers in international markets.
• Navigate the unique requirements of international markets — including local regulatory contexts, language considerations, and market-specific customer needs — to ensure experiences are built for how customers in each market actually work.

Skills

Strategic thinking

Analytical skills

Leadership

Communication

Education

BA/BS or equivalent

MBA

Job description

Intuit, Inc. in Toronto is seeking a Staff Customer Experience Professional to lead end-to-end strategy across international markets, aligning local efforts with global priorities for small business and mid-market customers.

You will design AI-powered, expert-led experiences, partner with Marketing, Customer Success, Sales, Product, and Analytics, and drive measurable improvements in retention and value across markets while operating in a hybrid Toronto-based role.