Group Manager, Customer Experience, Assisted Services Growth

Overview

Why this role matters

TurboTax Live connects customers with tax experts who help with their return or do it for them, and we are building toward a done-for-you experience in which AI and human experts together take taxes off the customer's plate. We rarely lose customers because the tax work is hard. We lose them in the service around it: choosing the right level of help, getting matched, waiting, repeating themselves, or falling through a handoff between AI and a person. Every one of those moments gets designed, whether anyone sets out to design it or not. This role makes sure someone does.

You'll lead service design for the assisted journey, from a customer choosing expert help through connecting, completing and filing their return, to the relationship that brings them back next year. We're hiring for this profile across the journey and will match your starting area to your strengths: getting customers started and connected, or getting them to a finished result and back next year.

Who you are

A senior service designer who is deeply customer and expert obsessed. You have moved into leading at scale and still do the work. You make your thinking visible, prototype before you scale, and can explain to an executive why a design change is worth the investment.

Responsibilities

What you'll do

• See the whole service. Blueprint the assisted journey front stage and backstage, for customers and experts. That includes the policies, routing, tools, staffing and AI behind what the customer sees.

• Find where the real problem lives. Size the breakpoints, trace them to root causes, and build the case for where to invest.

• Design the done-for-you experience. Decide what AI agents should handle so customers don't have to, when a human expert should lead, and how the two hand off without the customer repeating themselves. Design how AI makes experts faster and more confident in their work.

• Design with every material. Work across service-level rules, matching and routing, appointments and availability, handoffs, expert tools and workflows, and post-filing follow-up.

• Prototype before you scale. Use walkthroughs, role play, simulations and live pilots during tax season, with hypotheses and success measures defined up front.

• Make it stick. Lead change with Expert Delivery and operations partners, and measure after launch to confirm the improvements held in partnership with Data Science.

• Raise the craft bar. Coach your team and partners in service design and continuous improvement, and set the standard for decision-ready artifacts.

• Partner across the business. Work with Growth and Commercialization, Product, Market Research and Data Analytics so service design and business strategy reinforce each other.

What you'll own

• The service design standard and roadmap for your area of the assisted journey, with the authority to make tradeoffs.

• Customer and expert outcome measures such as effort, time to complete, connection reliability and return rate.

• A small, senior team. This is a hands-on leadership role with broad cross-functional influence.

Qualifications

What you'll bring

• 10+ years in service design, experience design or CX, including significant time leading the design of live, human-delivered services at scale, either in-house or in a consultancy followed by an in-house operating role.

• Full-range service design craft: research, service blueprinting, ecosystem mapping, prototyping and facilitation, with artifacts that stand on their own with senior audiences.

• Business acumen: you tie design to operational and financial outcomes and can make a defensible investment case.

• Experience designing AI into a service: for example virtual assistants, agent assist, intelligent routing or automated resolution. You have a clear point of view on when people should step in, and you use AI in your own practice with good judgment.

• Senior, hands-on leadership: you've led a team and moved partners who don't report to you.

• Curiosity and range. Tax experience is not required.

Nice to have: a regulated, high-trust industry (financial services, health, insurance); complex physical or venue-based services (parks, airports, retail, hospitality) or an industrial design background; seasonal peak operations; retention or loyalty design; experimentation.

Portfolio (optional): case studies are welcome with your application. Finalists will present their work as part of the onsite interview.

Education: BA/BS required. An advanced degree in design, HCI, business or a related field is a plus.

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 $190,000 - $257,000

Mountain View, CA $219,500- $297,000

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.