VP, Design - Virtual Expert Platform

Overview

Intuit is a global platform company that is on a mission to power prosperity around the world for consumers and businesses. Across our leading brands –
Turbo Tax, Credit Karma, Quick Books, and Mailchimp – Intuit serves over 100M customers and is one of the few companies in the world to have both a thriving consumer and business ecosystem. Intuit is known for its innovation track record, customer centricity, and its consistent recognition as a top place to work. Intuit Customer Success (ICS) is evolving from a traditional support function into a core growth and experience engine for Intuit.

As part of our AI-powered, services-led platform strategy, ICs orchestrates advanced AI capabilities and human expertise to deliver “done-for-you” experiences that drive revenue growth, deepen customer confidence, and strengthen long-term retention across the Intuit ecosystem. Powered by the world’s largest expert network and the Virtual Expert Platform (VEP), we are embedding AI + HI directly into the customer journey to create a durable competitive advantage.

We are seeking an innovative, AI-native VP of Design to provide executive leadership across ICs and VEP – the organization shaping how AI and human expertise work together to power a multi-billion-dollar services ecosystem and unlock an incremental $10B growth opportunity for Intuit. This leader will ensure that our capabilities are delivered as a coherent platform while enabling high-impact, end-to-end service experiences through world-class service design.

You will lead an integrated design organization spanning platform product design and service design—along with research, design technology, operations, and design labs - aligning platform capability development, embedded service experiences, and go-to-market strategy into a unified system that drives adoption and growth. This isn’t just a leadership role; it is an opportunity to architect the future of AI-powered, expert-driven financial services and redefine how millions of customers access trusted expertise by leading the platform design for the intersection of AI + HI.

• Platform Product Design:
  Lead the design for the core capabilities used widely across the Intuit ecosystem by both customers and experts.
• Service Design Enablement:
  Orchestrate complex, end-to-end service journeys that connect consumers, small businesses, and accountants with experts in real-time. Drive service design across ICs to ensure AI and HI (Human Intelligence) experiences are cohesive, scalable, and effective across virtual and embedded models.
• Vision & Strategy:
  Champion a bold, long-term vision for customer and experience experiences.
• Design at Scale:
  Lead a massive design organization in building component libraries and design systems that power innovation across all Intuit offerings.
• ICS Expert Studio Oversight:
  Oversee the Expert Studio that supports service adoption, business growth, and deep customer understanding.
• Influence & Partner:
  Act as a strategic partner to key stakeholders across every segment of Intuit, balancing short-term execution with long-term Design-driven innovation.
• Cross-Functional Leadership:
  Partner closely with Product, Engineering, and ICs leaders to define strategy and deliver end-to-end (E2E) experiences.
• Inspire and Coach:
  Lead and grow a high-performance culture of designers, fostering a culture of innovation, creativity, accountability, and continuous improvement.

• Platform Adoption:
  Measure the usability and effectiveness of VEP-powered experiences embedded across Intuit products.
• Growth Outcomes:
  Drive increased customer engagement, confidence, and adoption of expert-led services.
• AI + HI Effectiveness:
  Improve customer resolution rates and expert productivity through optimized AI-powered workflows.
• Experience Quality:
  Deliver measurable improvements in clarity and consistency across all ICs service journeys.

• Platform Leadership:
  Deep experience designing and scaling end-to-end platform experiences that connect multiple products into a unified ecosystem, anchored by strong design systems.
• Service Design:
  Lead service…