Senior Service Design Lead, Assisted Experience & Growth

Intuit, Inc.; Mountain View (CA); On-site; USD 220,000 - 297,000; Full time

Job summary

Intuit, Inc. is seeking a Senior Service Designer to lead the end-to-end assisted journey for TurboTax Live, shaping how customers connect with tax experts and AI-powered assistants.

You will blueprint front- and backstage processes, metrics, and handoffs to ensure a seamless, scalable experience. You will work cross-functionally with Growth, Product, Data Analytics and Operations, mentoring a senior team and driving continuous improvement across the tax season and beyond.

Qualifications

• 10+ years in service design or CX with leadership experience.
• Ability to blueprint and map complex journeys.
• Experience integrating AI in service design and evaluating its impact.
• Strong business sense and ability to justify investments.
• Senior, hands-on leadership with cross-functional influence.
• Curiosity across domains; tax experience not required.

Responsibilities

• Blueprint the assisted journey front stage and backstage across customers and experts.
• Size breakpoints, trace root causes, and build investment cases.
• Design the done‑for‑you experience with AI and human experts and manage handoffs.
• Design across rules, routing, appointments, tools and post‑filing follow‑up.
• Prototype via walkthroughs, role plays, simulations and pilots.
• Lead change with Expert Delivery and operations partners; measure impact.
• Coach team and partners; set standards for artifacts.
• Collaborate with Growth, Product, Market Research and Data Analytics.

Skills

Service design

Experience design

CX

Leadership

AI in service

Business acumen

Curiosity

Education

BA/BS required

Advanced degree in design

Job description

Intuit, Inc. is seeking a Senior Service Designer to lead the end-to-end assisted journey for TurboTax Live, shaping how customers connect with tax experts and AI-powered assistants.

You will blueprint front- and backstage processes, metrics, and handoffs to ensure a seamless, scalable experience. You will work cross-functionally with Growth, Product, Data Analytics and Operations, mentoring a senior team and driving continuous improvement across the tax season and beyond.