Staff Customer Experience Manager

Overview

GBSG’s Customer Support and Customer Experience for the Small and Medium Business team (SMB) is on a mission to reimagine the way we service our customers. The mandate is to reimagine the product support experience across key segments including Accountants, Mid-Market, SMB and Payroll.

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.

If you are passionate about solving customer problems, want to learn from the best and thrive in a role where people, processes, and AI-driven technology fuel growth and innovation, then we want to hear from you!

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 Intuit®: Careers | Benefits (https://www.intuit.com/careers/benefits/full-time-employees/) ). 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

EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.