Staff Customer Experience Strategist

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

We are seeking two exceptional Staff Customer Experience Strategists to elevate the experience for Intuit's expanding Workforce Solutions portfolio, including Advanced Payroll, HR & Worker Management, and our new Administrative Services Organization (ASO). These roles sit at the intersection of AI-powered innovation and human expertise, with a drive to make complex workforce management experiences simple, effortless, and trusted, whether you're a small business running your first payroll or a growing mid-market company managing a complex workforce.

As part of the GBSG Customer Success team, you will own the End-to-End (E2E) experience design for critical Workforce Solutions and ASO flows, directly supporting Intuit's Transform Foundational Experiences pillar. A core part of this role is ensuring that as customers scale, from small business to mid-market, the experience scales with them, removing friction at every stage of growth. You'll champion the voice of business owners navigating some of the highest-stakes decisions they face: paying their people, staying compliant, and managing their workforce without the cost of dedicated in-house experts.

Reports to the GBSG Services Senior Customer Experience Manager.

Locations: Mountain View, CA / San Francisco, CA / San Diego, CA / Tucson, AZ /

Responsibilities

Strategic Thinking & Business Partnership

• Translate Intuit's Workforce Solutions strategy into actionable CX programs, with a focus on the Foundational Experiences pillar, targeting the top friction areas across Payroll setup and run, Worker Management, and Administrative Services Organization onboarding across the SMB and mid-market segments
• Design and advocate for experiences that scale with business growth, ensuring customers at every stage of their journey can move up-market within Intuit's Workforce (WFS) product ecosystem without friction or disruption
• Stay close to the competitive landscape for HCM, payroll, and employer services to inform differentiated, best-in-class customer experiences
• Deeply understand and clearly articulate the highest-priority WFS/ASO problems and opportunities, both near-term fixes and longer-term bets, and apply prioritization frameworks to focus the team on the work with the greatest customer and business impact.
• Serve as the primary CX business partner to WFS and ASO Product, Engineering, and CS leaders, educating and championing E2E experience improvements that drive NPS, retention, and services adoption
• Support Intuit's Done-For-You AI + Human Intelligence Expert Services vision by designing experiences that meet customers where they are and seamlessly connect AI capabilities with human expertise

Customer Insights & Understanding

• Build a deep, data-driven understanding of SMB and mid-market employer and employee behaviors, pain points, and goals within Payroll, Worker Management, and ASO workflows, with a particular focus on how needs evolve as businesses grow
• Own the Voice of Customer (VOC) Feedback Loop for WFS/ASO: aggregate quantitative and qualitative signals across listening posts (support cases, CES, NPS, community, escalations) to identify systemic friction and opportunities
• Build and maintain E2E customer journey maps for critical WFS flows (first payroll run, compliance management, ASO onboarding), defining clear 'as-is' and 'to-be' states across the growth continuum
• Apply customer insight to define target-state experiences and requirements that support the Effortless Critical Flows workstream and Broken Windows remediation
• Lead research and experimentation to validate hypotheses and drive solutions grounded in real customer behavior

Driving Action Through Storytelling

• Build compelling, data-driven narratives that connect WFS/ASO CX initiatives to business outcomes: NPS improvement, call deflection, and customer retention across SMB and mid-market segments
• Synthesize VOC data, operational metrics, and journey insights into business cases for change, clearly articulating customer, employee, and shareholder impact
• Communicate and influence across Product, CS, Risk, Finance, and executive leadership to drive alignment and action
• Facilitate cross-functional collaboration to ensure CX recommendations are prioritized, resourced, and executed

Operational Excellence & Change Leadership

• Build and improve CX processes, frameworks, and tools specific to WFS and ASO experience programs
• Partner with Customer Success, Product, Risk, and WFS delivery teams to ensure service design supports seamless expert handoffs and AI-augmented workflows
• Role model change management best practices as WFS scales into new segments and launches ASO; manage stakeholder engagement through growth and transformation
• Contribute to the Transform Foundational Experiences initiative with product-owner-level accountability for your experience surface

Qualifications

• 6+ years in Customer Experience, Product Management, or Service Strategy in a complex, matrixed SaaS or services environment
• Deep understanding of customer behavior across business growth stages, with expertise in journey mapping, persona development, and 'as-is / to-be' process design, with a track record of moving from insight to execution
• Strong analytical skills: synthesize qualitative and quantitative data into actionable insights, build measurement frameworks, and connect CX improvements to measurable business results (NPS, retention, call reduction, revenue)
• Proven ability to influence and mobilize cross-functional teams (Product, Engineering, CS, Operations) without direct authority
• Compelling communicator and storyteller: can translate complex customer and operational data into clear narratives that drive decisions at every level of the organization
• Proactive, ownership-oriented mindset; comfortable leading in ambiguity and driving progress with incomplete information
• Bonus: Experience with Payroll, HRIS, HCM, or employer services products; familiarity with SMB-to-mid-market growth dynamics; experience designing AI + HI service experiences

Where You'll Drive Impact

Transforming the Platform Experience: You'll help improve the reliability, speed, and usability of core WFS workflows, reducing friction so small businesses can run and grow their operations on Intuit's platform with confidence. Your work will directly contribute to measurable gains in customer-reported satisfaction (NPS/CES).

Scaling Workforce Solutions: You'll help establish WFS as the go-to team management platform for businesses of every size, supporting the launch of ASO experiences that use AI to remove the burden of payroll, HR, and compliance, and that scale seamlessly as customers grow.

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:

• Mountain View $168,000 - $227,000
• San Diego, CA $160,000 - $216,500
• San Francisco Howard Street, CA $168,000 - $227,000