AI-Driven CX Lead (Staff)

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

Job summary

Intuit, Inc. is seeking a Staff Customer Experience Manager to shape an AI-led, done-for-me support experience across SMB segments.

You will own experience design for key touchpoints, partnering with product, design, and engineering to deliver scalable CX at scale. The role requires a track record of designing and improving service experiences, leveraging data and AI, and rallying teams around high-impact opportunities.

Qualifications

• 7+ years in CX, service design, or CX strategy with AI solutions.
• Ability to translate insights into strategies with measurable impact.
• Data-backed approach to diagnose gaps and prioritize fixes.
• Proven collaboration with cross-functional teams to ship improvements.
• Experience with Agile or iterative development.

Responsibilities

• Identify opportunities to apply Intuit Assist and other AI capabilities at key touch points in the Expert journey.
• Translate customer and Expert insights into experience strategies and prioritized improvements.
• Partner with design, engineering, and product to define clear experience requirements so humans and technology work seamlessly together.
• Run structured voice-of-the-Expert programs after each release to track adoption and surface friction points.
• Use journey mapping and data to spot emerging trends and turn insights into recommendations for improvements.
• Continuously learn about AI/ML and other emerging technologies shaping the support experience.
• Stay current on industry trends and best practices for integrating AI/Gen AI into support operations.

Skills

AI/ML familiarity

Cross-functional collaboration

Data-backed diagnosis

Agile development

Communication skills

Education

Undergraduate degree in human-centered design, communications, business, or related field

Equivalent experience considered

Tools

Intuit Assist

Job description

Intuit, Inc. is seeking a Staff Customer Experience Manager to shape an AI-led, done-for-me support experience across SMB segments.

You will own experience design for key touchpoints, partnering with product, design, and engineering to deliver scalable CX at scale. The role requires a track record of designing and improving service experiences, leveraging data and AI, and rallying teams around high-impact opportunities.