Staff CX Delivery Designer: Elevate Partner Experience

Intuit, Inc.; United States; On-site; USD 138,000 - 200,000; Full time

Job summary

Intuit, Inc. is seeking a Staff Customer Experience Delivery Designer to lead design work shaping experiences, standards, and tools for accountants and partners across the firm journey.

You will translate needs into people, process, and technology changes, spanning foundational tech, expert enablement, and change management to make the experience real. You will design experiences that resolve issues faster and more consistently, and build playbooks, tools, and standards for delivery teams

Qualifications

• 5+ years Intuit experience and knowledge of Intuit products.
• Demonstrated success designing and launching customer support or service experiences spanning people, process, and technology for a defined customer or partner segment.
• Expertise in human-centered design, journey mapping, service blueprinting, experimentation, and continuous improvement.
• Ability to translate complex customer and business needs into technology requirements and actionable service designs.
• Experience independently leading complex cross-functional initiatives, setting direction, and influencing stakeholders from design through implementation.
• Strong analytical, facilitation, and communication skills; experience with collaborative design tools such as Mural, Figma, or equivalent.
• Relevant bachelor's degree or equivalent practical experience.
• Ability to work 40 hours per week. Travel is expected approximately quarterly.

Responsibilities

• Lead the design of new and improved support experiences for accountant firms and partners as ProPartner Support and the Global Partner Program scale.
• Create customer journeys, service blueprints, support standards, and playbooks that translate experience strategy into delivery requirements for experts and delivery teams.
• Define technology and tooling needs with internal platform, product, and Service Delivery partners; guide testing and implementation of the capabilities that enable the intended experience.
• Use customer and expert feedback, research, and operational data to identify friction, prioritize opportunities, and recommend and drive improvements.
• Drive cross-functional alignment on experience decisions, dependencies, handoffs, and implementation plans, influencing delivery without direct reporting authority.
• Partner with CS Readiness and delivery teams, including Product Support Experts and Partner CS roles (Partner Customer Success Managers (PCSM) and Partner Implementation Consultants (PIC)) as relevant, to translate new support designs into enablement needs and support adoption in day-to-day practice.
• Develop experiments, evaluate post-launch performance, and iterate on designs to improve customer satisfaction and experience consistency.
• Establish a reusable design framework and communicate recommendations, tradeoffs, and outcomes to stakeholders.

Skills

Intuit product knowledge

Human-centered design

Journey mapping

Cross-functional leadership

Facilitation

Figma

Mural

Education

Bachelor's degree

Tools

Mural

Figma

Job description

Intuit, Inc. is seeking a Staff Customer Experience Delivery Designer to lead design work shaping experiences, standards, and tools for accountants and partners across the firm journey.

You will translate needs into people, process, and technology changes, spanning foundational tech, expert enablement, and change management to make the experience real. You will design experiences that resolve issues faster and more consistently, and build playbooks, tools, and standards for delivery teams