Senior Service Designer

Overview

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We are looking for a skilled Senior Service Designer to join our Customer Success design team. You may be assigned to one of several channels: Customer Success, Sales, or Partner supporting Intuit's business solutions for mid-market and mass-market customers. This is a full-time position.

You will be responsible for leading multiple initiatives, designing and building complex end-to-end service experiences, and ensuring a cohesive service delivery that aligns with strategic business objectives and meets customer needs across your assigned channel.

The ideal candidate will provide thought leadership on service design, executing projects that demonstrate a deep understanding of ecosystems, relationships between structures and behaviors, and scalable solutions. You will design at the intersection of AI and human intelligence, defining where intelligent systems accelerate value and where human expertise remains essential.

Responsibilities

•Lead the scoping, planning, and delivery of large-scale service design projects, ensuring alignment with strategic business goals across your assigned channel

•Design and iterate on comprehensive service blueprints and customer journey maps that consider both micro and macro perspectives — from individual touch points to full lifecycle arcs

•Identify common patterns and behaviors across services, using this information to create durable and reusable solutions that can scale across channels

•Employ strategic thinking to define a vision and horizons for projects, connecting tactical execution to broader business objectives

•Execute product experiences with subject matter expertise on AI capabilities, interactions, and principles — proactively designing for edge cases and failure modes in AI-augmented service models

•Foster strong cross-functional relationships with research, design, product management, service delivery, operations, and enablement teams

•Champion the use of service design methodologies, embedding best practices and adapting new methods for continuous improvement

•Contribute to our community of practice, helping junior service designers grow professionally and ensuring high-quality execution across projects

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 — including service blueprints, journey architectures, and operational models alongside customer-facing work
• Demonstrable experience with design thinking/human-centered design principles and methodologies
• Strong ability to lead end-to-end service design processes, including customer research, alignment workshops, and experience mapping
• Ability to facilitate workshops and co-creation sessions effectively, tailoring the facilitation style to a variety of audiences and needs
• Experience in managing multiple priorities, objectives, and stakeholders, with a proven track record in strategic project delivery
• Excellent leadership, communication, and presentation skills, with the ability to clearly articulate service design vision and strategies
• Proficiency in design and prototyping tools such as Figma and collaboration tools like Miro, Mural, or FigJam
• A solid understanding of the software development lifecycle and project management principles
• Experience designing for customer success, sales, or partner channel contexts, including mid-market or enterprise business solutions across multiple products and services
• Experience with CRM platforms (e.g. Salesforce), workforce management, and the operational realities of frontline service delivery
• Experience with prompting and using AI capabilities to accelerate aspects of work and designing services where AI and human expertise collaborate
• Comfortable working in a fast-paced, multi-faceted environment, able to keep track of multiple projects and manage time efficiently

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:

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

Southern California: $143,000- $193,500