Principal CX Strategy Leader, AI-Powered Onboarding

About the role

The Principal CX Strategy Leader, AI-Powered Onboarding, will design the AI-enabled service model, set the experience strategy for mid-market onboarding, make the business case, shape the product roadmap, and run pilots to transform onboarding for complex businesses.

Responsibilities

• Design the AI-enabled service model, defining where AI is the primary experience, where it augments human ICs and CSMs, and where expert-led service remains the lead.
• Lead the strategic onboarding vision, setting the experience strategy from first touch through activation, adoption, and retention, and bringing it to life with Service Design and Service Delivery.
• Make the business case, quantifying the impact of AI-enabled service offerings on cost-to-serve, time-to-value, retention at days 30/60/90/365, and feature adoption, and translating design decisions into measurable outcomes for the executive team.
• Shape the product roadmap, partnering with Product, AI/ML, and design partners to influence in-product experiences so that service and product evolve as one integrated system.
• Movewith velocity, running pilots, learning fast, and scaling what works. Recent pilots have delivered measurable retention gains and meaningful reductions in professional services case volume— and we're just getting started.

Qualifications

• A 0-to-1 builder with experience designing and launching a customer experience program, service offering, or AI-enabled product capability with measurable business impact.
• Strong quantitative and analytical foundation; comfort working directly with data, not just consuming it secondhand.
• Executive presence—ability to 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).