Staff CX Manager — AI-Driven Support Experience

Intuit, Inc.; San Diego (CA); On-site; USD 160,000 - 217,000; Full time

Benefits offered by this job

Cash bonus

Equity rewards

Benefits

Job summary

Intuit, Inc. is seeking a Staff Customer Experience Manager to shape an AI-led, done-for-me support experience for Experts across key touchpoints such as routing, knowledge management, and case management.

You will partner with product, design, and engineering to bring this vision to life. The ideal candidate has a proven track record designing and improving service experiences at scale, collaborating with data scientists, designers, engineers, and program managers to deliver measurable CX

Qualifications

• 7+ years in customer experience, service design, or CX strategy roles, including AI-driven solutions.
• Proven ability to listen to customers, Experts and stakeholders and translate insights into strategies.
• Data-backed approach to diagnose experience gaps and prioritize fixes.
• Experience partnering with cross-functional teams to ship improvements with measurable results.
• Strong collaboration and communication to align teams around a shared vision.
• Familiarity with Agile or iterative development environments.
• Bachelor’s degree; human-centered design, communications, business or related field preferred; equivalent experience considered.

Responsibilities

• Identify opportunities to apply AI capabilities at key touch points to improve support experience.
• Translate insights into experience strategies and prioritized improvements with CX metrics.
• Define experience requirements with design, engineering, and product teams.
• Run voice-of-the-Expert programs after releases to track adoption and surface friction points.
• Use journey mapping and data analysis to spot trends and recommend improvements.
• Continuously learn about AI/ML and share knowledge with the team.
• Stay current on AI/Gen AI integration in support operations.

Skills

CX design

AI-driven solutions

Cross-functional collaboration

Education

Undergraduate degree

Human-centered design/ related field preferred

Tools

SaaS support platforms

AI/ML familiarity

Job description

Intuit, Inc. is seeking a Staff Customer Experience Manager to shape an AI-led, done-for-me support experience for Experts across key touchpoints such as routing, knowledge management, and case management.

You will partner with product, design, and engineering to bring this vision to life. The ideal candidate has a proven track record designing and improving service experiences at scale, collaborating with data scientists, designers, engineers, and program managers to deliver measurable CX