Principal CX Strategy Leader, AI-Powered Onboarding

Responsibilities

• 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.
  • 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.

Qualifications

• 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.
• 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.