Senior CX Strategist, AI-Powered Workforce Solutions

Intuit Inc.; San Diego (CA); On-site; USD 160,000 - 227,000; Full time

Job summary

Intuit Inc. seeks two Staff Customer Experience Strategists to elevate the experience for Workforce Solutions, including ASO, payroll and worker management. You’ll own end-to-end CX for critical flows, partnering with Product, CS and engineering to remove friction as customers scale from SMB to mid-market.

You'll translate strategy into scalable CX programs, build VOC loops, map journeys, and tell data-driven stories that tie customer experience to NPS, retention and growth. AI+HI design is core.

Qualifications

• 6+ years in CX, product management, or service strategy in SaaS or services.
• Deep understanding of journey mapping, persona development, and end-to-end design.
• Strong analytical skills linking CX improvements to business results (NPS, retention, revenue).
• Ability to influence and mobilize cross-functional teams without direct authority.
• Compelling communicator and storyteller for executives.
• Proactive, ownership-oriented mindset in ambiguous environments.
• Bonus: Payroll, HRIS, HCM, or employer services experience.

Responsibilities

• Translate strategy into CX programs across Foundational Experiences, targeting friction areas.
• Design scalable experiences for SMB to mid-market growth without disruption.
• Advocate for best-in-class CX in payroll, HR, and ASO contexts.
• Own VOC feedback loop across listening posts and identify systemic friction.
• Develop end-to-end journey maps for critical WFS/ASO flows.
• Lead research to validate hypotheses and drive AI+HI service solutions.
• Communicate insights to Product, CS, Risk, Finance, and leadership.

Skills

CX strategy

Stakeholder influence

Analysis & metrics

Storytelling

Product management

Ambiguity management

Payroll/HCM knowledge

Job description

Intuit Inc. seeks two Staff Customer Experience Strategists to elevate the experience for Workforce Solutions, including ASO, payroll and worker management. You’ll own end-to-end CX for critical flows, partnering with Product, CS and engineering to remove friction as customers scale from SMB to mid-market.

You'll translate strategy into scalable CX programs, build VOC loops, map journeys, and tell data-driven stories that tie customer experience to NPS, retention and growth. AI+HI design is core.