Staff CX Strategist: AI-Driven Workforce Experience

Intuit; San Diego (CA); On-site; USD 160,000 - 227,000; Full time

Job summary

Intuit seeks two Staff Customer Experience Strategists to elevate the experience across Workforce Solutions, including ASO, Payroll, and HR workflows. You will own end-to-end CX design for critical WFS and ASO flows, ensuring scalability from small businesses to mid-market customers and championing the voice of business owners navigating payroll, compliance, and workforce management.

You will partner with Product, Engineering, and CS, shaping how AI and human expertise combine to deliver

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 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.

Responsibilities

• 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 ASO onboarding across 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 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.
• 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.

Skills

CX strategy

Journey mapping

VOC / NPS

Stakeholder influence

Storytelling

Ambiguity ownership

Job description

Intuit seeks two Staff Customer Experience Strategists to elevate the experience across Workforce Solutions, including ASO, Payroll, and HR workflows. You will own end-to-end CX design for critical WFS and ASO flows, ensuring scalability from small businesses to mid-market customers and championing the voice of business owners navigating payroll, compliance, and workforce management.

You will partner with Product, Engineering, and CS, shaping how AI and human expertise combine to deliver