Principal Service Designer

Intuit; Mountain View (CA); On-site; USD 239,000 - 323,000; Full time

Job summary

Intuit, Inc. is seeking a Principal Service Designer to unify resolution experiences across Consumer, SMB, Mid-Market, and Enterprise, collaborating with live support operations to ship changes that customers feel within weeks.

The role emphasizes AI-driven pattern-finding, durable process changes, and cross-functional leadership. You will design ownership, escalation, and handoffs across Case Management and CRM, ensuring customer history travels with each case and aligns with strategic CX

Qualifications

• 10+ years designing complex service experiences end to end across multiple service levels.
• Experience with Case Management and CRM systems in shaping customer journeys.
• Ability to turn ambiguous, cross-functional problems into understandable models for frontline and executives.

Responsibilities

• Own end-to-end research and design of the resolution experience across Consumer, SMB, Mid-Market, and Enterprise segments.
• Design ownership, escalation, and handoffs that preserve customer history across Case Management and CRM.
• Design for wide-blast-radius events that impact many accounts.
• Partner with data science and support operations to translate patterns into durable process changes.
• Use AI daily to accelerate insight and decision making.
• Make the case for a durable, multi-unit team beyond a one-time project.

Skills

Service design

UX

CX

Research synthesis

Journey mapping

Blueprinting

AI-first delivery

End-to-end craft

Education

Bachelor's degree in Design, HCI, Human Factors, or related field

Master's degree a plus

Job description

The opportunity

Intuit Customer Success is solving the customer support experience across every segment we serve: a Consumer in Credit Karma or TurboTax wants a fast fix, a Small Business owner in Quickbooks needs someone who sees their whole setup, and a Mid-Market or Enterprise Accountant carries a much higher cost when something goes wrong, since one issue can ripple across all their relationships. Today, ownership gets lost between Case Management and CRM, context does not travel with the customer, and cases bounce between teams before anyone owns them end to end.

This Principal Service Design role designs one coherent resolution model across that full spectrum, from a five-minute self-serve fix to a coordinated response for an account with a lot on the line. You will sit inside live initiatives, work directly with the people running support day to day, and ship changes customers feel in weeks.

What you will do

• Own end-to-end research and design of the resolution experience across Consumer, SMB, Mid-Market, and Enterprise, building the current-state baseline, moments that matter, and future-state blueprint for each segment rather than assuming one model fits all.
• Design how ownership, escalation, and handoffs work across Case Management and CRM, so a customer's history travels with them instead of being rebuilt by every new person on the case.
• Design for wide-blast-radius events (an outage, a billing error, a platform issue) that hit many accounts at once and need a different response than a one-off case.
• Partner with data science and support operations to turn patterns from real cases into durable changes in how work is routed and owned.
• Use AI daily as a working practice: pattern-finding across large volumes of case data, rapid prototyping, and accelerating the path from raw signal to decision-ready insight.
• Make the evidence-backed case, in reviews and in the work itself, for why this model deserves a durable team rather than a one-time project.

What we're looking for

• 10+ years designing complex service experiences end to end, ideally in support, operations, or customer success, with working fluency across service design (blueprinting, journey mapping, artifact chains), UX (research synthesis, concept testing), and CX (what actually moves CSAT, NPS, and effort scores).
• Working knowledge of how Case Management and CRM systems shape a customer's experience, and judgment for when the fix is process versus system.
• Comfort with ambiguity in a fast-moving, still-forming org.
• The ability to turn a messy, cross-functional problem into a model a frontline expert and an executive can both understand.
• Bachelor's degree required, in Design, HCI, Human Factors, or related field. Master's a plus.

Level and scope

Principal-level IC. You'll operate with the scope of a senior leader, working directly with executive sponsors and representing this pillar externally, without formal people management. This role directly exercises Intuit’s Design Craft bar: AI-first delivery, end-to-end craft authority spanning multiple business units, and cross-functional collaboration on ambiguous, organization-spanning problems.

Responsibilities

What you will do

• Own end-to-end research and design of the resolution experience across Consumer, SMB, Mid-Market, and Enterprise, building the current-state baseline, moments that matter, and future-state blueprint for each segment rather than assuming one model fits all.
• Design how ownership, escalation, and handoffs work across Case Management and CRM, so a customer's history travels with them instead of being rebuilt by every new person on the case.
• Design for wide-blast-radius events (an outage, a billing error, a platform issue) that hit many accounts at once and need a different response than a one-off case.
• Partner with data science and support operations to turn patterns from real cases into durable changes in how work is routed and owned.
• Use AI daily as a working practice: pattern-finding across large volumes of case data, rapid prototyping, and accelerating the path from raw signal to decision-ready insight.
• Make the evidence-backed case, in reviews and in the work itself, for why this model deserves a durable team rather than a one-time project.

Qualifications

What we're looking for

• 10+ years designing complex service experiences end to end, ideally in support, operations, or customer success, with working fluency across service design (blueprinting, journey mapping, artifact chains), UX (research synthesis, concept testing), and CX (what actually moves CSAT, NPS, and effort scores).
• Working knowledge of how Case Management and CRM systems shape a customer's experience, and judgment for when the fix is process versus system.
• Comfort with ambiguity in a fast-moving, still-forming org.
• The ability to turn a messy, cross-functional problem into a model a frontline expert and an executive can both understand.
• Bachelor's degree required, in Design, HCI, Human Factors, or related field. Master's a plus.

Level and scope

Principal-level IC. You'll operate with the scope of a senior leader, working directly with executive sponsors and representing this pillar externally, without formal people management. This role directly exercises Intuit’s Design Craft bar: AI-first delivery, end-to-end craft authority spanning multiple business units, and cross-functional collaboration on ambiguous, organization-spanning problems.

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:
San Diego $222,500 - $301,000
Mountain View, CA $239,000- $323,000