Job Description

Staff Customer Experience Professional

Intuit's Customer Success team is transforming the industry through expert-led professional services, powered by data and technology. The Staff Customer Experience Professional role operates as a strategic individual contributor focused on services as a product.

As a Staff Customer Experience Professional you'll lead cross-domain strategy and innovation across the TurboTax Assisted portfolio (Activate Experts, Full Service, and Do-It-With-Me), while directly working with domain teams to drive priority initiatives. At Intuit, our Customer Success team is redefining how services power prosperity through expert-led professional offeringsbuilt as products, powered by data and technology. You'll design differentiated, customer first experiences that connect customers with trusted professionals and deliver on our mission to Power Prosperity Around the World.

You'll partner closely with Marketing, Customer Success, the Expert Network Platform, Product Management, Product Development, Product Design, and Data teams to deliver best-in-class customer journeys driven by insight, experimentation, and measurable outcomes.

Why Work With Us

Joining the Customer Experience (CX) team allows you to drive substantial advancements in customer engagement and satisfaction. You'll be working with cutting-edge technology, supported by a collaborative and innovative environment, and be part of a team that values your growth and contributions. This role is not just about managing customer experiences; it's about transforming how customers perceive and interact with financial solutions, making a significant difference in their lives.

Responsibilities

The Staff Customer Experience Professional drives long-term strategic enhancements and solves complex, cross-domain problems that impact numerous facets of the business.

• Design and Elevate CX Strategy: Define and document seamless customer and expert experiences across Assisted offerings, integrating insights from every touchpoint to deliver consistent, connected journeys.
• Champion Customer Curiosity: Network across internal and external ecosystems to deeply understand customer behavior and cascade a culture of advocacy and continuous improvement.
• Turn Insights into Impact: Combine quantitative and qualitative data, market research, and VoC insights to identify barriers and shape breakthrough solutions that enhance engagement and retention.
• Translate Insights into Action: Harness data, research, and feedback to identify opportunities, test hypotheses, and drive measurable improvements across the customer journey.
• Solve Complex Problems Collaboratively: Partner with cross-functional leaders to identify critical challenges, apply diverse methodologies, and deliver scalable, effective solutions.
• Lead Through Influence and Change: Align teams through transformation, leveraging strong partnerships, external benchmarking, and outside-in thinking to inspire innovation and operational excellence.
• Elevate Customer Wayfinding: Simplify onboarding and navigation so customers connect quickly to the right expert and solution.
• Drive Services Monetization: Lead initiatives that optimize pricing, cross-sells, and upsells to ensure customers get the right product and value for their financial needs.

Qualifications

What you'll need

• Experience: 6+ years in customer experience strategy, product management, or service designpreferably in SaaS or service-driven environments.
• Customer-First Leadership: Proven ability to turn customer insights into growth opportunities and operational excellence.
• Cross-Functional Influence: Skilled at mobilizing diverse teams and building alignment across disciplines.
• Analytical & Insightful: Comfortable turning complex data into compelling narratives that drive strategic action.
• Design Thinking Mindset: Adept at using experimentation, systems thinking, and service design frameworks to solve complex challenges.
• Education: Bachelor's degree in Business, Technical, or related field required; MBA or advanced degree preferred.

Our Culture

Join a team transforming how customers experience financial services. You'll shape how we connect people to experts, drive innovation through data and design, and help millions achieve financial confidenceall while working with a passionate, collaborative community that values curiosity, courage, and customer obsession.

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. 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:

Southern California $159,000-$215,000

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