Staff Customer Experience Strategist - Money/Fintech

Job Overview

We are seeking an exceptional Staff Customer Experience Strategist, Bill Pay/Fintech (Money Portfolio) who thrives on solving complex challenges and delivering intuitive, impactful customer experiences. As part of Intuit’s mission to power prosperity, you will have the unique opportunity to design and influence transformative experiences for QuickBooks Money products, including Bill Pay and the B2B Network.

In this high-impact role, you’ll use deep customer insights, data, and innovative design to eliminate friction, drive adoption, and deliver measurable outcomes. Working collaboratively across functions, you’ll advocate for our customers and champion solutions that deliver meaningful business and customer value.

This role reports to the GBSG Senior Customer Experience Manager (Money/Fintech portfolios) San Diego, CA; or Tucson, AZ.

Responsibilities

• Develop a deep understanding of customer needs, pain points, and behaviors within the QuickBooks Money Portfolio.
• Design and implement end-to-end onboarding and service experiences that optimize product usage and drive customer success.
• Leverage segmentation, journey mapping, and AI/ML-driven interventions to deliver scalable, personalized experiences.
• Synthesize customer insights from qualitative and quantitative data into actionable recommendations for Product, Marketing, and Design teams.
• Lead cross-functional initiatives to address systemic customer challenges and deliver measurable business outcomes.
• Collaborate with internal teams to shape the product roadmap, ensuring customer feedback is embedded at every stage.
• Identify and validate growth opportunities through experimentation, research, and innovative solutions.
• Analyze customer data to uncover insights, craft compelling narratives, and guide business decisions.
• Build and maintain dashboards to track key customer experience metrics and surface actionable trends.
• Use data-driven storytelling to influence decision-making and align stakeholders across the organization.
• Develop scalable processes, tools, and frameworks to enhance customer experiences while meeting business objectives.
• Partner with Product, Customer Support, Marketing, and Sales teams to deliver impactful solutions.
• Facilitate cross-functional workshops to align on priorities and drive continuous improvement initiatives.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is:

INSERT PAY RANGES – for example:

Bay Area California $160,000 - $216,500

Southern California $150,000 - $202,500 This position will 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 pay equity for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.

Qualifications

• 6+ years of experience in Customer Experience, Product Management, or Service Strategy, with a focus on SaaS or service-oriented offerings.
• Proven ability to design and deliver innovative, customer-centric solutions through research, experimentation, and data analysis.
• Experience collaborating with customer support organizations, including BPOs, to improve operational outcomes.
• Familiarity with Fintech, accounting, or bookkeeping is a plus.
• Strong analytical skills, including experience with A/B testing, ROI analysis, and leveraging insights to drive decisions.
• Expertise in understanding customer needs, creating personas, mapping journeys, and defining “as is” and “to be” processes.
• Strategic thinker with a proven ability to deconstruct complex problems and deliver actionable solutions.
• Excellent verbal, written, and interpersonal communication skills, with the ability to explain complex issues to diverse audiences.
• Skilled in data-driven storytelling to connect insights with actionable recommendations and business outcomes.
• Exceptional presentation skills to effectively influence stakeholders and drive informed decisions.
• Self-starter with a proactive, action-oriented mindset and a history of leading complex initiatives in fast-paced environments.
• Collaborative team player with strong relationship-building skills across all levels of the organization.
• Ability to multitask, adapt to rapidly changing priorities, and provide closed-loop feedback to stakeholders.
• Develop scalable processes, champion customer needs, and mentor peers and teammates to drive impactful outcomes.
• Proficiency with tools such as Microsoft Office, Google Docs/Slides, Tableau, Looker, or similar data visualization platforms.
• BA/BS required; MBA strongly preferred or equivalent work experience.