Staff Customer Experience Strategist
About the role
We are seeking two exceptional Staff Customer Experience Strategists to elevate the experience for Intuit's expanding Workforce Solutions portfolio, including Advanced Payroll, HR & Worker Management, and our new Administrative Services Organization (ASO).
This role sits at the intersection of AI-powered innovation and human expertise, with a drive to make complex workforce management experiences simple, effortless, and trusted.
Responsibilities
Translate Intuit's Workforce Solutions strategy into actionable CX programs, with a focus on the Foundational Experiences pillar, targeting the top friction areas across Payroll setup and run, Worker Management, and Administrative Services Organization onboarding across the SMB and mid-market segments.
Design and advocate for experiences that scale with business growth, ensuring customers at every stage of their journey can move up-market within Intuit's Workforce (WFS) product ecosystem without friction or disruption.
Stay close to the competitive landscape for HCM, payroll, and employer services to inform differentiated, best-in-class customer experiences.
Deeply understand and clearly articulate the highest-priority WFS/ASO problems and opportunities, both near-term fixes and longer-term bets, and apply prioritization frameworks to focus the team on the work with the greatest customer and business impact.
Serve as the primary CX business partner to WFS and ASO Product, Engineering, and CS leaders, educating and championing E2E experience improvements that drive NPS, retention, and services adoption.
Support Intuit's Done-For-You AI + Human Intelligence Expert Services vision by designing experiences that meet customers where they are and seamlessly connect AI capabilities with human expertise.
Qualifications
6+ years in Customer Experience, Product Management, or Service Strategy in a complex, matrixed SaaS or services environment.
Deep understanding of customer behavior across business growth stages, with expertise in journey mapping, persona development, and "as-is / to-be" process design, with a track record of moving from insight to execution.
Strong analytical skills: synthesize qualitative and quantitative data into actionable insights, build measurement frameworks, and connect CX improvements to measurable business results (NPS, retention, call reduction, revenue).
Pioneering ability to influence and mobilize cross-functional teams (Product, Engineering, CS, Operations) without direct authority.
Compelling communicator and storyteller: can translate complex customer and operational data into clear narratives that drive decisions at every level of the organization.
Proactive, ownership-oriented mindset; comfortable leading in ambiguity and driving progress with incomplete information.
Skills
Experience with Payroll, HRIS, HCM, or employer services products.
Familiarity with SMB-to-mid-market growth dynamics.
Experience designing AI + HI service experiences.
Benefits
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).
The Expected Base Pay Range For This Position Is:
Mountain View: $168,000 - $227,000
San Diego, CA: $160,000- $216,500
San Francisco Howard Street, CA: $168,000- $227,000
Pay
Pay offered is based on factors such as job-related knowledge, skills, experience, and work location.
Schedule
To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.