Intuit Inc

Staff Customer Experience Manager

Intuit Inc • $160K — $216K *
San Diego, CA 92154In-Person
Business Services
5 - 7 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 7+ years in customer experience, service design, or CX strategy roles, with AI-driven solutions experience.
  • Proven ability to listen to customers and stakeholders, translating pain points into actionable strategies.
  • Strong data-backed approach to diagnosing experience gaps and prioritizing improvements.
  • Reputation for collaborating with cross-functional teams to deliver measurable experience enhancements.
  • Excellent communication skills to align teams around a shared vision.
  • Technical fluency in SaaS support platforms; familiarity with AI/ML is a plus.
  • Experience in Agile or iterative development environments.

Responsibilities

  • Identify opportunities to leverage AI capabilities in the Expert journey to enhance support quality.
  • Translate insights into strategies and metrics to measure improvement effectiveness.
  • Collaborate with design, engineering, and product teams to ensure seamless human-technology interaction.
  • Conduct voice-of-the-Expert programs post-release to track adoption and identify friction points.
  • Utilize journey mapping and data analysis to uncover trends and recommend improvements.
  • Commit to continuous learning about AI/ML and share insights with the team.
  • Stay updated on industry trends for integrating AI into support operations.

Benefits

  • Competitive compensation package with performance-based rewards.
  • Eligibility for cash bonuses and equity rewards.
  • Comprehensive benefits package.
  • Commitment to fair pay practices across ethnicity and gender.
Full Job Description
We are seeking a highly skilled and customer-obsessed Staff Customer Experience Manager to help shape our vision of an AI-led "done-for-me world" for our Experts. In this role, you will own the experience design for one or more key touch points, such as routing, knowledge management, or case management, partnering closely with product, design, and engineering to bring that vision to life.

The ideal candidate has a proven track record of designing and improving service and support experiences at scale, in close partnership with data scientists, designers, engineers, product managers, and program managers. You have demonstrated excellence in the core skills of CX craft, from deep customer empathy (the Heart), and strong analytical and data skills (the Brain), to rallying a team around the highest-impact opportunities (the Muscle).

You will join a collaborative and dynamic team of customer experience professionals and cross-functional partners who are shaping a critical component of Intuit's next phase of growth.

Responsibilities

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.


Qualifications

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.


Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may 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:
San Diego $160,000 - $216,500

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.

Stay Connected

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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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