Staff CX Lead - AI-Driven Experience

Intuit, Inc.; Mountain View (CA); On-site; USD 168,000 - 227,000; Full time

Job summary

Intuit, Inc. in Mountain View, CA is seeking a Staff Customer Experience Manager to shape an AI-led, done-for-me support experience across Expert touchpoints, partnering with product, design, and engineering.

You will own experience design and translate insights into prioritized improvements that measurably enhance customer interactions. You will lead structured voice-of-the-Expert programs, define CX metrics, and collaborate across teams to ensure seamless integration of humans and AI.

Qualifications

• 7+ years of experience in customer experience, service design, or CX strategy roles, including experience implementing AI-driven solutions.
• Track record of listening to and partnering closely with customers, Experts, and stakeholders to identify pain points and convert them into clear experience strategies and priorities.
• Demonstrated ability to use a structured, data-backed approach to diagnose experience gaps and prioritize fixes.
• Reputation for partnering with cross-functional teams to ship experience improvements that drive measurable results.
• Excellent collaboration and communication skills, with the ability to align cross-functional teams and stakeholders around a shared experience vision.
• Working knowledge of SaaS support and service platforms, with enough technical fluency to engage credibly in design and architecture discussions with engineering. AI/ML familiarity is a plus.
• Experience working within Agile or iterative development environments.
• Undergraduate degree required; a degree in human-centered design, communications, business, or a related field is preferred; equivalent experience will be considered.

Responsibilities

• Identify and champion opportunities to apply Intuit Assist and other AI capabilities at key touch points in the Expert journey, improving the quality and consistency of the support experience.
• Translate customer and Expert insights into experience strategies and a prioritized set of improvements, using quantitative and qualitative measures, and define the CX metrics that show whether those improvements are working.
• Partner with design, engineering, and product to define clear experience requirements so humans and technology work seamlessly together to delight customers.
• Run structured voice-of-the-Expert programs after each release to track adoption, surface friction points, and drive continuous iteration.
• Use journey mapping and data and pattern analysis to spot emerging trends, then turn those insights into recommendations for experience and process improvements.
• Raise the bar on yourself and your peers by continuously learning about AI/ML and other emerging technologies shaping the support experience, and sharing what you learn
• Keep an outside-in view of the CX landscape by staying current on industry trends and best practices for integrating AI/Gen AI into support operations.

Skills

Customer experience

AI/ML familiarity

Cross-functional collaboration

Data analysis

Agile experience

Education

Undergraduate degree

Human-centered design or related field

Tools

SaaS support platforms

Job description

Intuit, Inc. in Mountain View, CA is seeking a Staff Customer Experience Manager to shape an AI-led, done-for-me support experience across Expert touchpoints, partnering with product, design, and engineering.

You will own experience design and translate insights into prioritized improvements that measurably enhance customer interactions. You will lead structured voice-of-the-Expert programs, define CX metrics, and collaborate across teams to ensure seamless integration of humans and AI.