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 the vision 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.
• 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.
• 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.
• 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.

Who You Are

• Demonstrated experience designing and launching a customer experience, service offering, or AI-enabled product capability with measurable business impact.
• Track record of translating AI and ML product capabilities into service or experience design decisions.
• Strong quantitative and analytical foundation; comfort working directly with data, not just consuming it secondhand.
• Executive presence — you can carry a recommendation to a VP or SVP audience and defend it with evidence.
• Bachelor's degree in a business, technical, or science discipline; MBA or advanced degree preferred or equivalent operating experience.
• Experience with Financial Management Software (QuickBooks, Sage Intacct, NetSuite) is a plus.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position will 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).

The Expected Base Pay Range For This Position Is:

• Mountain View, CA: $207,000- $280,000
• San Diego, CA: $185,000- $250,000