AI-Driven Customer Experience Lead

Intuit, Inc.; San Diego (CA); On-site; USD 160,000 - 217,000; Full time

Benefits offered by this job

Cash bonus

Equity rewards

Benefits

Job summary

Intuit, Inc. is seeking a Staff Customer Experience Manager to shape AI-led support experiences across Expert touchpoints. You will partner with product, design, and engineering to define experiences, drive improvements, and align teams around a unified vision.

The role requires 7+ years in CX, strong data and collaboration skills, and a passion for scaling service design within a SaaS environment. This position is based in San Diego and offers a competitive compensation package.

Qualifications

• 7+ years in customer experience, service design, or CX strategy roles.
• Experience implementing AI-driven solutions in service design.
• Strong collaboration with customers, Experts, and stakeholders to shape strategies.

Responsibilities

• Identify opportunities to apply AI capabilities at key touch points in the Expert journey.
• Translate insights into experience strategies with measurable impact and CX metrics.
• Partner with design, engineering, and product to define experience requirements.
• Run voice-of-the-Expert programs after releases to track adoption and friction.
• Use journey mapping and data analysis to surface trends and improvements.
• Stay current on AI/Gen AI in support and share learnings.

Skills

AI/ML experience

CX strategy

Cross-functional leadership

Data analysis

Participatory design

Education

Undergraduate degree

Tools

SaaS support platforms

Job description

Intuit, Inc. is seeking a Staff Customer Experience Manager to shape AI-led support experiences across Expert touchpoints. You will partner with product, design, and engineering to define experiences, drive improvements, and align teams around a unified vision.

The role requires 7+ years in CX, strong data and collaboration skills, and a passion for scaling service design within a SaaS environment. This position is based in San Diego and offers a competitive compensation package.