Staff Partner Experience Design Lead

Intuit, Inc.; San Diego (CA); On-site; USD 138,000 - 186,000; Full time

Job summary

Intuit, Inc. is seeking a Staff Customer Experience Delivery Designer to shape and deliver world-class support experiences for accountants and partner firms.

You will translate needs into people, processes, and technology changes that span foundational tech, enablement, and change management. You will design experiences that resolve issues faster, build playbooks and standards for experts and delivery teams, and partner with product, platform, and delivery stakeholders to implement capabilities

Qualifications

• 5+ years Intuit experience and knowledge of Intuit products.
• Experience designing and launching customer support or service experiences spanning people, process, and technology.
• 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 translating 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 capabilities that enable the intended experience.
• Use customer and expert feedback, research, and operational data to identify friction, prioritize opportunities, and recommend 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 to translate new 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 experience

Human-centered design

Journey mapping

Service blueprinting

Cross-functional leadership

Facilitation

Communication

Figma

Mural

Education

Bachelor's degree

Tools

N/A

Job description

Intuit, Inc. is seeking a Staff Customer Experience Delivery Designer to shape and deliver world-class support experiences for accountants and partner firms.

You will translate needs into people, processes, and technology changes that span foundational tech, enablement, and change management. You will design experiences that resolve issues faster, build playbooks and standards for experts and delivery teams, and partner with product, platform, and delivery stakeholders to implement capabilities