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Senior Staff Service Designer

Category Design & User Experience Location San Diego, California Job ID 21529
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Company Overview

Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.

Job Overview

Intuit is on a mission to power prosperity for the small businesses and consumers that are the backbone of our economy. We're building entirely new expert-led services, from onboarding and bookkeeping review to tax planning and business formation, that are transforming our platform from software into a service-driven experience powered by AI and human expertise.


As a Senior Staff Service Designer, you will be at the heart of this transformation. You will architect the next generation of services from the ground up, defining how we validate customer intent, design expert-led experiences, and bring new service lines to market with speed, evidence, and iteration. You won't be refining existing touch points; you will tackle our most ambiguous and strategic challenges, designing entirely new service models for how we onboard, retain, and grow our customers. This is not a role for an optimizer, it's for an architect.


Your work will set the standard for what a world-class, AI + human intelligence service organization looks like, directly influencing Intuit's long-term growth strategy and our customers' success.


Responsibilities

Architect New Services End-to-End

  • Lead the service design strategy for Intuit's highest-priority new service launches, owning the full arc from customer intent validation through pilot, iteration, and scaled delivery
  • Synthesize complex inputs, qualitative research, behavioral data, expert feedback, operational metrics, and financial performance, into a holistic service vision that defines what we build, for whom, and why
  • Design structured learning cycles for each new service: what customer evidence we need at each stage, what the go/no-go criteria are, and when to stop, pivot, or accelerate
  • Define how AI and human expertise work together within each service, where automation accelerates value, where expert judgment is non-negotiable, and where the handoff points create or destroy the experience


Influence at the Strategic Level

  • Partner directly with senior leadership across Finance, Product, Operations, and Strategy to ensure service design shapes investment decisions before resources are committed
  • Develop and champion service blueprints, ecosystem maps, and strategic frameworks that align cross-functional teams around a single, customer-centered vision
  • Translate customer evidence into the language of business impact, cost avoidance, revenue acceleration, retention lift, earning trust with stakeholders who think in P&L terms


Build the Discipline, Not Just the Deliverable

  • Establish service design principles, pilot playbooks, and reusable service patterns that scale beyond individual projects, building an organizational capability, not just a portfolio of work
  • Synthesize learnings across the service portfolio: what's working in one domain that accelerates another, which service delivery models perform best in which customer contexts, what patterns emerge across pilots
  • Mentor and elevate service designers across the team, raising the bar for customer-backed, evidence-driven craft
  • Be a beacon for principle-based design leadership, sought out by peers and leaders across the company for perspective, best practices, and strategic partnership



Qualifications

Service Design Mastery

  • 10+ years of experience in service design, with significant depth in large-scale, strategic, and ambiguous challenges, not just optimization of existing flows
  • Deep expertise in designing end-to-end services that involve human delivery, operational complexity, and cross-channel coordination, you've brought services from zero to one, not just improved what already existed
  • A portfolio that demonstrates designing the service system, not just the interface, blueprints, journey architectures, operational models, and pilot frameworks alongside the customer-facing experience


Domain Depth That Accelerates Impact

  • Significant experience designing expert-led or advisor-driven services, models where the quality of the human interaction is the product, not just a support channel
  • Deep familiarity with the operational realities of service delivery at scale: expert staffing, call guide development, training design, quality frameworks, and the interplay between service design intent and frontline execution
  • Experience in a customer success, professional services, or post-sales environment with a strong understanding of the metrics and motions that drive retention, expansion, and customer lifetime value
  • Experience working with or within CRM and service delivery platforms; Salesforce (Service Cloud, Sales Cloud) experience is a strong advantage
  • Deep understanding of the SMB or mid-market customer, their complex needs, constrained resources, and the high expectations that come with trusting a platform to run their business


Systems Thinking & Strategic Judgment

  • A systems thinker who connects customer experience, expert experience, business process, technology infrastructure, and financial outcomes into a coherent service model
  • Demonstrated ability to make high-stakes judgment calls with direct business implications, when a service isn't ready to launch, when a pilot needs to be restructured, when customer evidence contradicts the plan
  • Experience building reusable frameworks, governance models, and design standards that scale a practice across multiple teams and programs


Leadership Without Positional Authority

  • A proven influencer who operates with credibility and authority beyond their title, comfortable presenting to and challenging VPs and senior directors with evidence, not just opinion
  • A storyteller who inspires cross-functional teams and executives to rally behind a bold vision while being honest about what the data does and does not support
  • Experience mentoring and developing other designers, with a track record of raising the craft standard for an entire team or discipline
  • Thrives in environments with organizational complexity, navigating ambiguity, competing priorities, and evolving strategy without losing sight of the customer


Preferred

  • Experience managing service design teams or programs, not required, but the systems-level perspective that comes from leading people and programs is highly valued in this role
  • Deep institutional or domain knowledge in financial services, accounting, or tax, the ability to hit the ground running with the nuance of our customer base is a significant accelerator
  • Familiarity with jobs-to-be-done methodology, service blueprinting standards, and human-centered design governance at an enterprise scale
  • Experience navigating the transition from service concept to operationalized delivery, partnering with operations, training, and workforce teams to ensure what's designed is what gets delivered


Education

  • Bachelor's or Master's degree in Design, Human-Computer Interaction, Service Design, Business, or a related field, or equivalent professional experience. An advanced degree that bridges design and business strategy is valued.


Why This Role Matters

Every new service Intuit launches represents a bet, on a customer need, a delivery model, and an investment of engineering, operations, and expert staffing. Without senior service design leadership at the strategy table, those bets are made on business assumptions rather than customer evidence. This role exists to change that: to ensure that every new service we bring to market is architected for the customer's actual goal, iterated based on real signal, and built to scale.

The ideal candidate isn't someone who needs to learn our business from scratch. They bring deep craft expertise and domain knowledge that lets them operate at full speed from day one, shaping strategy, influencing senior leaders, and delivering work that sets the standard for the organization.


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: $189,500 - $256,000



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