Senior Service Designer

Category Design & User Experience

Location
San Diego, California; Mountain View, California
Job ID 21797

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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 transforming from a software company into an AI-driven expert platform — connecting small and mid-market businesses with a powerful combination of intelligent tools and human expertise to help them grow, save time, and make better financial decisions. At the core of this strategy is connecting customers to a virtual team of AI agents and AI-enabled human experts, creating done-for-you experiences that automate everyday tasks, manage complex workflows, and solve challenges before they arise.

We're looking for a Senior Service Designer to help shape the human side of this transformation. In this role, you'll design the customer and expert experiences that make Intuit's AI-driven services work in the real world — spanning small business and mid-market needs across product support and onboarding. You'll define target-state service blueprints, align cross-functional teams, and ensure that the experiences we deliver are cohesive, scalable, and genuinely valuable to the businesses and experts who depend on them. The ideal candidate brings a strong track record in end-to-end service design, thrives in complex and ambiguous environments, and is energized by the opportunity to shape services at a company operating at the intersection of AI and human expertise.

Responsibilities

• As a Senior Service Designer, you facilitate and deliver work autonomously. You bring subject-matter expertise and a clear point of view on how service design creates value.
• Lead the scoping, planning, and delivery of service design projects across small business and mid-market customer segments, ensuring alignment with strategic business goals
• Design experience and ecosystem maps, user journeys, service blueprints, interaction models, process flows, and prototypes that bridge customer-facing and back-office workflows
• Define target-state service models that enable consistent expert performance across customer value segments — from digital-first self-resolution to high-touch premium support
• Clearly articulate end-to-end service experiences to teams across the organization to achieve broad understanding, buy-in, and alignment
• Identify common patterns and behaviors across services and use that knowledge to create durable, reusable solutions that scale across segments and business units
• Apply strategic thinking to define a vision and horizons for projects, connecting tactical execution to broader business objectives including retention, time to resolution, and customer lifetime value
• Foster strong cross-functional relationships with research and design teams and partners across product management, customer success, operations, and service delivery
• Champion service design methodologies, embedding best practices and continuously adapting new approaches for improvement
• Leverage AI tools — including Claude, Gemini, ChatGPT, Figma Make, and others — to accelerate and enhance your work

Qualifications

• Minimum of 5 years of professional experience in service design, customer research, product design, or a closely related field, or equivalent practical experience
• Bachelor's or higher degree in Design, HCI, or related field, or equivalent practical experience
• A compelling portfolio that demonstrates expertise in designing scalable and effective service experiences across customer and expert journeys
• Demonstrable experience with design thinking and human-centered design principles and methodologies
• Strong ability to lead end-to-end service design processes, including design research, alignment workshops, and experience mapping across complex, multi-system environments
• Ability to facilitate workshops and co-creation sessions effectively, tailoring your style to a variety of audiences and needs
• Experience managing multiple priorities, objectives, and stakeholders, with a proven track record in strategic project delivery
• Excellent communication and presentation skills, with the ability to clearly articulate service design vision and strategy to senior stakeholders
• Proficiency in design and prototyping tools such as Figma and collaboration tools like Miro, Mural, or FigJam
• Comfortable working in a fast-paced, multi-faceted environment with the ability to juggle multiple projects and manage time efficiently
• Hands-on experience prompting and using AI tools such as Claude (chat, code and cowork), Gemini, ChatGPT, Figma Make, and others as part of your daily workflow. This is a requirement, not a nice-to-have

PREFERRED QUALIFICATIONS

• Experience designing for small business and/or mid-market customers across multiple products and services, including retention, onboarding, and product support
• Familiarity with data-driven design approaches and using analytics to inform service design decisions, including metrics such as Time to Resolution, multi-contact rate, and Time to First Value
• Experience working across sales, customer success, and operations teams to understand and design for the full customer lifecycle from acquisition through retention
• Background in SaaS, fintech, or financial services 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:

San Diego: $143,000 - $193,500

Bay Area: $155,500- $210,500

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