Principal CX Strategy Leader, AI-Powered Onboarding

Overview

About Intuit:
Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using Turbo Tax, Credit Karma, Quick Books, and Mailchimp, we believe everyone should have the opportunity to prosper. Through Quick Books Advanced and the Intuit Enterprise Suite (IES), we are extending the power of our platform into the mid‑market — and reimagining what customer onboarding looks like in an AI‑first world.

Intuit is investing decisively in mid‑market growth. Quick Books Advanced already serves hundreds of thousands of mid‑market customers, and Intuit Enterprise Suite is on a trajectory to reach tens of thousands of new customers in the coming year. This role sits at the leading edge of that investment: defining how AI transforms onboarding for complex businesses, and shaping a service model that scales economically across both programs.

This is high‑velocity, high‑impact work. You’ll partner with Product, AI/ML, and Service Design leaders to determine where AI takes the lead in the customer experience, where it augments expert ICs and CSMs, and where humans remain at the center. You’ll have direct line of sight to SVP‑level decisions and the latitude to move quickly — making weekly decisions, running rapid experiments, and shaping the trajectory of a strategic growth program.

• 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.
• Lead the strategic onboarding vision. 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. Recent pilots have delivered measurable retention gains and meaningful reductions in professional services case volume — and we’re just getting started.

• 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. You move with confidence when the path is unfamiliar.
• 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.

• 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…