Staff Product Design – Service Design & Journey Mapping

Company Overview

Job Overview

Intuit is seeking a highly skilled and empathetic Staff Customer Experience Professional to lead efforts to identify and eliminate customer friction through the strategic use of Customer Journey Mapping. In this specialized role, you will be the central force for understanding and visualizing our customers' end-to-end experience. Your primary mission is to uncover friction, pain points, and unmet needs by meticulously mapping every touchpoint, emotion, and action across the customer lifecycle.

You will leverage these journey maps as a powerful tool to identify critical moments of truth, reduce complexity, and uncover opportunities to create seamless, intuitive, and delightful experiences. This role is not just about creating maps; it's about building a deep, data-backed understanding of our customers and delivering insights that influence product, marketing, and support strategies. You'll be a key influencer, translating complex customer experiences into actionable insights that empower cross-functional teams to design smoother, more effective customer journeys.

Responsibilities

Lead and Innovate Customer Journey Mapping:

• Serve as an expert on customer journey mapping methodologies and tools, leading the process from research design through creation of detailed, visual journey maps for key customer segments.

• Synthesize a wide range of data—including customer interviews, support tickets, product analytics, VOC, and market research—to build a holistic and accurate view of the customer experience.

• Continuously evolve journey mapping practices, exploring new tools and techniques to ensure insights remain current, actionable, and impactful.

Journey Map-Driven Strategy:

• Use journey maps to identify friction points, breakdowns, and inefficiencies across the customer experience, and highlight high-impact opportunities for improvement.

• Collaborate with product teams to translate journey insights into intuitive product enhancements and clear roadmap priorities.

• Partner with marketing and customer success teams to design and implement timely, relevant communications and experiences that simplify and improve the customer journey.

Data-driven Storytelling:

• Act as a storyteller for the customer journey, presenting insights and visual narratives to stakeholders across the organization, including senior leadership.

• Facilitate workshops and working sessions with cross-functional teams to co-create journey maps and build shared understanding and alignment around customer needs.

• Champion a customer-centric culture by ensuring that strategic decisions are grounded in a clear, empathetic understanding of the customer experience.

Impact Measurement and Optimization:

• Define and track key metrics tied to journey improvements (e.g., reduced time-to-complete key tasks, decreased support contacts at specific stages, increased feature discoverability and adoption).

• Establish feedback loops to measure the effectiveness of journey improvements and continuously refine experiences to reduce friction and improve usability.

Qualifications

• Bachelor’s degree in Business, Design, Human-Computer Interaction, or a related field.

• 7+ years of experience in customer experience or product management, with deep specialization in customer journey mapping. Must have a portfolio or case studies demonstrating end-to-end journey mapping and measurable experience improvements.

• Proven expertise in using journey maps to inform and drive product development, marketing strategies, and service design.

• Excellent proficiency in journey mapping software and data visualization tools.

• Superior storytelling and presentation skills, with the ability to influence and align diverse stakeholders.

• Strong analytical skills with the ability to translate qualitative and quantitative data into clear, compelling insights.

• A strong sense of empathy and commitment to understanding and advocating for the customer perspective.

• Experience in the SaaS or fintech industry is highly desirable

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: