Staff Customer Experience Professional

Intuit; Toronto; Hybrid; CAD 120,000 - 180,000; Full time

Benefits offered by this job

Bonus program

Job summary

Intuit in Toronto is seeking a Staff Customer Experience Professional to lead end-to-end CX strategies across small business to mid-market segments, aligning Canada work with global priorities. You will drive AI-powered, expert-assisted experiences, partner with Marketing, CS, Sales, Product and Data, and steer cross-functional teams across international markets.

This hybrid role requires strong communication, strategic thinking, and the ability to balance global consistency with local needs

Qualifications

• 8–10 years of CX and service strategy or product management experience.
• Strong strategic, analytical, and data-driven decision-making abilities.
• Experience across small business to mid-market segments.

Responsibilities

• Define end-to-end customer experience strategy across international markets.
• Lead cross-functional teams to deliver global and local customer value.
• Design AI-powered or expert-assisted experiences at scale.
• Partner with marketing, product, and analytics to drive improvements.
• Navigate regulatory and localization needs across markets.

Skills

Customer Experience

Service Strategy

Product Management

Analytical skills

Communication skills

Cross-functional leadership

Education

BA/BS degree or equivalent

MBA preferred

Tools

GenAI

Data analytics tools

Job description

Overview

As a Staff Customer Experience Professional, you'll be part of Intuit's Customer Success team, focused on building and scaling end-to-end customer experience strategies across all customer segments — from small businesses to mid-market companies — across Intuit's international markets. Based in Canada, you will serve as a key driver of customer success strategy alignment across international markets, ensuring that what we build in Canada reflects and informs a globally coherent approach to customer success.

Overview

As a Staff Customer Experience Professional, you'll be part of Intuit's Customer Success team, focused on building and scaling end-to-end customer experience strategies across all customer segments — from small businesses to mid-market companies — across Intuit's international markets. Based in Canada, you will serve as a key driver of customer success strategy alignment across international markets, ensuring that what we build in Canada reflects and informs a globally coherent approach to customer success.
You will lead the creation of new experiences that use the power of Intuit's ecosystem of products and expert-based services to drive growth for the business and deliver value to our customers. You will identify and validate new expert-led, AI-powered experiences and help build new capabilities, with a focus on creating seamless service experiences across Intuit's full portfolio of small and mid-market business solutions. This role requires a deep understanding of the needs and regulatory contexts of international markets, and the ability to translate those insights into strategies that work locally while aligning to global priorities.
You will partner with functions including Marketing, Customer Success, Sales, Product Management, Product Development, Service Design, and Data to deliver world-class experiences through deep customer insights and hypothesis-driven experimentation and innovation.
Intuit has embraced a hybrid working model and this role will be based out of our Toronto office 3 days per week.

Responsibilities

• Establish an end-to-end service experience strategy for Intuit's small and mid-market business solutions across international markets, spanning all customer segments, and ensure alignment with the broader global strategy
• Serve as the customer success strategy connection point across international markets — sharing learnings, aligning on priorities, and ensuring consistency in how we deliver value to customers across geographies
• Quantify the delivery of benefit and service performance at every step of the customer journey across markets, maintaining a set of high-impact priorities that ladder up to the strategy
• Rally cross-functional teams across international markets to address key challenges limiting the delivery of value to customers, making measurable improvements
• Lead the design of AI- and GenAI-enabled service experiences that advance how Intuit delivers expert-powered help to customers in international markets
• Work with analytics partners to understand what drives benefit to customers, as measured by retention, and optimize the delivery of these benefits across markets
• Partner with international market leads and leadership to understand business pipelines and challenges, and ensure the roadmap is addressing and enabling the business agenda in each market
• 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
• Connect the dots across Intuit's product ecosystem — QuickBooks, TurboTax, and expert services — to identify and build opportunities for integrated, cross-product customer experiences that scale across markets
• Demonstrate superior oral and written communication skills across varying seniority levels, bonding teams behind a single vision to deliver for customers
• Lead without direct authority and create a unifying sense of purpose among cross-functional and cross-market teams
• Provide steady leadership in the face of uncertainty, change, and aggressive deadlines common to a rapidly growing company with an evolving business model

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
• Proactive, action-oriented, and results-driven with the ability to thrive in a highly matrixed company structure, including rolling up sleeves and leading by example at both strategic and tactical levels
• Superior communication and presentation skills, including the ability to communicate complex issues simply and convincingly to drive fast decisions
• Track record of aligning disparate teams — including across geographies — around a common cause and effecting transformational change
• Capacity to handle a highly complex effort with the ability to prioritize across multiple workstreams and markets
• Prior experience working across international or multi-market environments, with an understanding of how to balance global consistency with local market needs
• Prior experience designing or scaling AI-powered or expert-assisted customer experiences preferred

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is: