Intuit Inc

Principal CX Strategy Leader, AI-Powered Onboarding

Intuit Inc • $185K — $280K *
Atlanta, GA 30349In-Person
Enterprise Technology
5 - 7 years of experience
6 days ago
Job Overview by Ladders

Qualifications

  • Proven experience in building customer experience programs or AI-enabled products.
  • Strong understanding of AI and product roadmaps with implications for service.
  • Ability to think systems-level regarding cost, pricing, and retention impacts.
  • Effective storyteller, able to present data and narratives to influence stakeholders.
  • Collaborative mindset with strong interpersonal skills across teams.
  • Demonstrated ability to provide recommendations to senior leadership.

Responsibilities

  • Design an AI-enabled service model for customer experience and service strategy.
  • Lead vision for strategic onboarding from initial touch to customer retention.
  • Make the business case by quantifying impact on service metrics.
  • Shape product roadmap in collaboration with Product and AI teams.
  • Run rapid experiments to validate designs and increase retention.

Benefits

  • Competitive compensation package with performance-based rewards.
  • Eligibility for cash bonuses and equity rewards.
  • Comprehensive benefits package tailored to employee needs.
  • Commitment to fair pay practices and regular pay comparisons.
Full Job Description
The Opportunity

Intuit is investing decisively in mid-market growth. QuickBooks Advanced already serves hundreds of thousands of mid-market customers, and Intuit Enterprise Suite is on a trajectory to reach tens of thousands of new customers in the coming year. This role sits at the leading edge of that investment: defining how AI transforms onboarding for complex businesses, and shaping a service model that scales economically across both programs.

This is high-velocity, high-impact work. You'll partner with Product, AI/ML, and Service Design leaders to determine where AI takes the lead in the customer experience, where it augments expert ICs and CSMs, and where humans remain at the center. You'll have direct line of sight to SVP-level decisions and the latitude to move quickly - making weekly decisions, running rapid experiments, and shaping the trajectory of a strategic growth program.

If you want to build the next generation of AI-enabled customer experience for one of the most ambitious software platforms in the world, this is the role.

Responsibilities
What You'll Own

  • Design the AI-enabled service model. Define where AI is the primary experience, where it augments human ICs and CSMs, and where expert-led service remains the lead. Translate Intuit's AI and product roadmap into a coherent service strategy across QBA and IES.
  • Lead the strategic onboarding vision. Set the experience strategy for mid-market onboarding end to end - from first touch through activation, adoption, and retention. Partner with Service Design and Service Delivery to bring it to life.
  • Make the business case. Quantify the impact of AI-enabled service offerings on cost-to-serve, time-to-value, retention at days 30/60/90/365, and feature adoption. Translate design decisions into measurable outcomes the executive team can act on.
  • Shape the product roadmap. Partner with Product, AI/ML, and design partners to influence in-product experiences so that service and product evolve as one integrated system.
  • Move with velocity. Run pilots, learn fast, and scale what works. Recent pilots have delivered measurable retention gains and meaningful reductions in professional services case volume - and we're just getting started.


Qualifications
Who You Are

  • A 0-to-1 builder. You've designed and launched a customer experience program, service offering, or AI-enabled product capability - and shipped it to real customers. You move with confidence when the path is unfamiliar.
  • AI-fluent. You read AI and product roadmaps and immediately see service implications. You've translated emerging AI capabilities into customer experience design decisions, and you hold your own in technical conversations with ML and product leaders.
  • A systems thinker with commercial instincts. You think in flywheels: how an AI-enabled experience changes cost-to-serve, which changes pricing, which changes attach, which changes retention. You can model the second-order effects.
  • A storyteller with evidence. You synthesize quantitative and qualitative signal into narratives that move executives to act. Your decks land. Your recommendations travel without you in the room.
  • A magnetic collaborator. You build trust across Product, Analytics, Sales, Service Delivery, and Service Design. You know when to push, when to listen, and when to commit.
What You Bring

  • Demonstrated experience designing and launching a customer experience, service offering, or AI-enabled product capability with measurable business impact.
  • Track record of translating AI and ML product capabilities into service or experience design decisions.
  • Strong quantitative and analytical foundation; comfort working directly with data, not just consuming it secondhand.
  • Executive presence - you can carry a recommendation to a VP or SVP audience and defend it with evidence.
  • Bachelor's degree in a business, technical, or science discipline; MBA or advanced degree preferred or equivalent operating experience.
  • Experience with Financial Management Software (QuickBooks, Sage Intacct, NetSuite) is a plus.


Why This Role Matters

Mid-market is one of Intuit's most significant growth opportunities, and AI-enabled customer experience is one of the most strategic levers we have to win it. The person in this role will help define what world-class onboarding looks like for a market segment with rising expectations and increasing complexity - and will shape an experience that the rest of the industry measures itself against.

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Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at ). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.
The expected base pay range for this position is:
Mountain View, CA $207,000- $280,000
San Diego, CA $185,000- $250,000

About Intuit Inc

Intuit offers business and financial management solutions for SMBs, financial institutions, consumers, and accounting professionals. The company’s product portfolio includes TurboTax, a software solution that offers free tax filing, efile taxes, and income tax returns; Quicken; QuickBooks; Mint.com, and more. It also offers end-to-end solutions for online tax preparation, download products, mobile tax prep, mortgage interest and property tax, corporations tax, military tax, and more. Intuit was founded by Tom Proulx and Scott Cook in 1983 and is based in Mountain View, California. The company serves customers in North America, Asia, Europe, and Australia with offices in the United States, Canada, India, U.K., and Singapore.

Intuit Inc Careers

Join the dynamic team at Intuit Inc, a global powerhouse in financial software, where innovation, leadership, and diversity training are at the heart of everything we do. This is an unparalleled opportunity to advance your career with a company that is committed to empowering communities and small businesses with innovative financial solutions.

Work You’ll Do

At Intuit Inc, you’ll be part of a culture that cherishes innovation and values the unique perspectives of its team members. You will collaborate with some of the brightest minds in the industry, using your skills to influence the future of technology and finance. Our team at Intuit Inc is driven by the mission to power prosperity around the world, and you can be at the forefront of this transformation.

Explore Job Opportunities and Growth

Intuit’s career paths are as diverse as the innovative solutions we provide to millions. From finance to software engineering, our job opportunities span across multiple disciplines. Whether you’re looking for a full-time position, an internship, or leadership roles, Intuit offers a world of opportunities for professional growth. Our hiring process is designed to identify and attract professionals who are not only skilled but are also passionate about making a difference.

Professional Development and Benefits

Invest in your future with Intuit’s industry-leading benefits and professional development opportunities. Our employees enjoy comprehensive benefits that ensure their personal and professional satisfaction, including health, wellness, and continuous learning perks. At Intuit, we also understand the importance of diversity training and leadership development, providing various programs that foster an inclusive environment.

Join Our Team

Embark on a journey of growth and innovation at Intuit Inc. Search open positions that match your skills and interests. We are looking for curious, creative, and solution-driven team players. Prepare your resume, ace the interview, and join a team that’s committed to creating solutions that power prosperity around the globe.

Networking and Career Advancement

At Intuit Inc, networking and internal mobility are encouraged to foster professional growth and innovation. Connect with leaders and peers through our various networking events, mentorship programs, and collaborative projects. With support at every step of your career, the opportunities at Intuit are limitless.

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Explore Careers at Intuit Inc

Discover the exciting and rewarding career opportunities awaiting you at Intuit Inc. Let your ambition lead you to success. Join us in our mission to power prosperity and contribute to our journey of continuous innovation.

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At Intuit Inc, every role is a chance to innovate, grow, and make an impact. Join us, and together let's shape the future of finance.
Learn more about Intuit Inc
Size
13,500 employees
Market Cap
$107.4 billion
Industry
Consumer Technology
Net Income
$1.7 billion
Founded
1983
5 Year Trend
+19.6%
Revenue
$7.7 billion
NASDAQ
INTU
* Ladders Estimates

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