Senior Manager, Customer Experience & Service Design (Live Services)

Company Overview

Job Overview

Intuit is seeking a Customer Experience (CX) Manager to support the evolution and execution of customer success strategies within Intuit’s Consumer Ecosystem (TurboTax, Credit Karma). This role focuses on owning and delivering CX initiatives, partnering cross-functionally with Product, Marketing, Analytics, and Expert Network teams to improve customer confidence, conversion, retention, and overall experience through expert-assisted and digital interactions.

This is a people manager role, responsible for leading and developing individual contributors and/or senior ICs, translating strategy into execution, and driving measurable customer and business outcomes.

Joining the Customer Experience (CX) team allows you to drive substantial advancements in customer engagement and satisfaction. You'll be working with cutting-edge technology, supported by a collaborative and innovative environment, and be part of a team that values your growth and contributions. This role is not just about managing customer experiences; it's about transforming how customers perceive and interact with financial solutions, making a significant difference in their lives.

Responsibilities

People Leadership & Team Execution

• Manages and develops a team of CX professionals, providing clear priorities, coaching, and performance feedback

• Creates an inclusive, high-performing team culture grounded in Intuit values

• Supports career growth of team members through regular coaching, development planning, and stretch opportunities

• Leads team execution against defined CX goals and delivery milestones

Customer-Centered Strategy & Delivery

• Develops a deep understanding of customer needs, behaviors, and pain points across key journeys

• Translates CX strategy into actionable plans, experiments, and improvements owned by the team

• Leads customer-focused experiments (including A/B testing) to validate hypotheses and improve outcomes

• Applies customer segmentation, lifecycle thinking, and journey insights to optimize experiences

• Champions the voice of the customer in day-to-day decision-making

Cross-Functional Collaboration

• Partners closely with Product Managers, Marketing, Analytics, and Operations to deliver CX initiatives

• Contributes CX insights and recommendations in cross-functional forums and working sessions

• Uses both qualitative and quantitative data to influence solutions and prioritization

• Effectively communicates customer insights and recommendations through clear, data-backed storytelling

Operational Excellence & Continuous Improvement

• Leverages design thinking and process management to drive continuous improvement

• Identifies gaps or inefficiencies in customer experiences and proposes practical solutions

• Ensures CX processes, tools, and systems are documented, understood, and effectively used by the team

• Supports change initiatives by clearly communicating intent, impact, and success metrics

Deliverables

• Owns execution of CX initiatives and experiments within defined scope and timelines

• Delivers measurable improvements in customer satisfaction, engagement, and business outcomes

• Contributes to journey optimization and experience design efforts across assisted and digital channels

• Provides clear insights and recommendations based on customer data, VoC, and experiment results

• Supports broader CX strategy through strong execution and operational discipline

Qualifications

Qualifications

• 5+ years of Customer Experience, Customer Success, or related experience, including people management

• Experience working in a matrixed, cross-functional environment

• Strong understanding of customer behavior, segmentation, and journey-based thinking

• Hands-on experience with experimentation and A/B testing

• Demonstrated ability to use data to generate insights, measure impact, and inform decisions

• Customer-first mindset with exposure to design thinking, service design, or product experience work

• Experience partnering with Customer Service or Support organizations (direct or via BPO preferred)

• Excellent written, verbal, and interpersonal communication skills

• Ability to operate at both strategic and tactical levels, with a willingness to roll up sleeves

• Strong analytical thinking, problem-solving skills, and intellectual curiosity

• BA/BS required; MBA a plus

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). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is:

Southern California $155,000-210,000