As a Staff Customer Experience Professional, you'll be part of Intuit's Customer Success team, designing the end-to-end experience behind our Growth & Retention programs across Intuit's international markets — the motions that get customers to value, keep them through the moments they're most likely to leave, and help them grow into the products that fit how their business has changed. You'll own the customer experience across assisted onboarding, cross-sell and upsell, saves, and the onboarding-to-value journey, spanning small business, accountant, and mid-market customers.Dedicated specialists run each of these motions day to day. This is the seat that designs the experience behind them, sequences investment across all four, and carries the story up to leadership and out to Sales, Marketing, and Product. You'll lead the creation of recent expert-led and AI-powered experiences that use Intuit's ecosystem of products and services to drive growth for the business and deliver real value to customers.Based in Canada, you'll serve as a key connection point for these programs across international markets — ensuring that what we build in one market reflects and informs a globally coherent approach, and that learnings travel in both directions. This role requires a deep understanding of the needs and regulatory contexts of international markets, and the ability to translate those insights into programs that work locally while aligning to global priorities. You'll partner with functions including Marketing, Sales, Product Management, Product Development, Service Design, and Data.Intuit has embraced a hybrid working model and this role will be based out of our Toronto office 3 days per week.ResponsibilitiesEstablish the end-to-end customer experience strategy across Intuit's Growth & Retention programs — assisted onboarding, cross-sell and upsell, saves, and the onboarding-to-value journey — spanning all customer segments across international markets, and ensure alignment with the broader global strategyServe as the Growth & Retention connection point across international markets — sharing learnings, aligning on priorities,



and ensuring consistency in how we deliver value to customers across geographiesDesign the customer-facing experience behind each program: what a customer actually sees, hears, and is asked to do, so results improve because the experience got betterRead the funnel across all four programs as one connected journey — a customer who onboards badly shows up later as a save, and a save handled well is often the moment they're ready to upgradeQuantify the delivery of benefit and service performance at every step of the journey across markets, maintaining a set of high-impact priorities that ladder up to the strategySequence investment across the four programs against a fixed team and budget, with a clear, defensible view of what to deprioritizeCarry Growth & Retention's needs directly into Product's roadmap when the experience requires something only Product can buildPartner with Lifecycle Marketing and Sales to align demand generation and messaging with what the experience actually needsLead the design of AI- and GenAI-enabled service experiences that advance how Intuit delivers expert-powered help to these customersWork with analytics partners to understand what drives benefit to customers, as measured by retention, and optimize the delivery of those benefitsNavigate the unique requirements of international markets — including local regulatory contexts, language considerations, and market-specific customer needs — so these programs are built for how customers in each market actually workRepresent Growth & Retention in Customer Success business reviews, translating program performance across markets into a narrative leadership can act onLead without direct authority and create a unifying sense of purpose across cross-functional teamsProvide steady leadership in the face of uncertainty, change,



and the aggressive deadlines common to a rapidly growing company with an evolving business modelQualificationsBA/BS required or equivalent work experience; MBA strongly preferred8–10 years of Customer Experience and Service Strategy, and/or Product Management experience for service-oriented offeringsSuperior strategic and analytical skills with ability to draw key insights and develop clear recommendationsRobust analytical and problem-solving skills with clear examples of using data actively for customer insights, measurement, ROI analysis, and recommendationsPassion for deeply understanding customer needs and turning that insight into a compelling vision and concrete solutions, across the full spectrum of small business to mid-market customersProactive, action-oriented, and results-driven with the ability to thrive in a highly matrixed company structure, including rolling up sleeves and leading by example at both strategic and tactical levelsSuperior communication and presentation skills, including the ability to communicate complex issues simply and convincingly to drive fast decisionsTrack record of aligning disparate teams — including across geographies — around a common cause and effecting transformational changeCapacity to handle a highly complex effort with the ability to prioritize across multiple workstreams and marketsPrior experience working across international or multi-market environments, with an understanding of how to balance global consistency with local market needsPrior experience designing or scaling AI-powered or expert-assisted customer experiences preferredIntuit 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:Toronto $133,000 - $180,000#J-18808-Ljbffr

📌 Global Cx Strategy Lead - Ai-Powered Customer Experiences (Winnipeg)
🏢 Intuit
📍 Winnipeg