Principal Service Designer

Intuit; San Diego (CA); On-site; USD 223,000 - 323,000; Full time

Job summary

Intuit is seeking a Principal Service Design IC to unify the resolution model across Consumer, SMB, Mid-Market, and Enterprise support. You will sit inside live initiatives, work with support teams, and ship changes customers feel in weeks.

You’ll own end-to-end research, design ownership and escalation across Case Management and CRM, and use AI daily to drive decision-ready insights, influencing CSAT, NPS, and effort reductions.

Qualifications

• 10+ years designing complex service experiences end to end.
• Experience in support, operations, or customer success.
• Fluency in service design, UX, and CX.

Responsibilities

• Lead end-to-end research and design for resolution experiences across segments.
• Define ownership, escalation, and handoffs between Case Management and CRM.
• Design for broad-impact events affecting many accounts.
• Collaborate with data science and support operations to translate cases into durable process changes.
• Apply AI daily to pattern-find and accelerate insights.

Skills

Service design

UX research

CX metrics

Blueprinting

Journey mapping

AI-driven design

Education

Bachelor's degree in Design/UX

Master's degree (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