Group Manager, Customer Experience, Assisted Services Growth
- Location
- San Diego, California, United States; Mountain View, California, United States
- Work mode
- On-site
- Employment type
- Full-time
About the job
Why this role matters TurboTax Live connects customers with tax experts who help with their return or do it for them, and we are building toward a done-for-you experience in which AI and human experts together take taxes off the customer's plate. We rarely lose customers because the tax work is hard. We lose them in the service around it: choosing the right level of help, getting matched, waiting, repeating themselves, or falling through a handoff between AI and a person. Every one of those moments gets designed, whether anyone sets out to design it or not. This role makes sure someone does.
You'll lead service design for the assisted journey, from a customer choosing expert help through connecting, completing and filing their return, to the relationship that brings them back next year. We're hiring for this profile across the journey and will match your starting area to your strengths: getting customers started and connected, or getting them to a finished result and back next year. Who you are A senior service designer who is deeply customer and expert obsessed. You have moved into leading at scale and still do the work. You make your thinking visible, prototype before you scale, and can explain to an executive why a design change is worth the investment.
Responsibilities What you'll do
- See the whole service. Blueprint the assisted journey front stage and backstage, for customers and experts. That includes the policies, routing, tools, staffing and AI behind what the customer sees.
- Find where the real problem lives. Size the breakpoints, trace them to root causes, and build the case for where to invest.
- Design the done-for-you experience. Decide what AI agents should handle so customers don't have to, when a human expert should lead, and how the two hand off without the customer repeating themselves. Design how AI makes experts faster and more confident in their work.
- Design with every material. Work across service-level rules, matching and routing, appointments and availability, handoffs, expert tools and workflows, and post-filing follow-up.
- Prototype before you scale. Use walkthroughs, role play, simulations and live pilots during tax season, with hypotheses and success measures defined up front.
- Make it stick. Lead change with Expert Delivery and operations partners, and measure after launch to confirm the improvements held in partnership with Data Science.
- Raise the craft bar. Coach your team and partners in service design and continuous improvement, and set the standard for decision-ready artifacts.
- Partner across the business. Work with Growth and Commercialization, Product, Market Research and Data Analytics so service design and business strategy reinforce each other.
What you'll own
- The service design standard and roadmap for your area of the assisted journey, with the authority to make tradeoffs.
- Customer and expert outcome measures such as effort, time to complete, connection reliability and return rate.
- A small, senior team. This is a hands-on leadership role with broad cross-functional influence.
Qualifications What you'll bring
- 10+ years <span style='font-size:11pt;font-family:Arial,sans-serif;color:#000000;font-weight:400;font-style:normal;font-
From Intuit's careers page (Company careers page), checked 29 Oct 2026.
How to apply
- Select Apply on intuit.com. It opens Intuit's own application form in a new tab, run on Company careers page.
- Fill in the form and upload your résumé there. Jobiwork never sees your application.
- Intuit will reply to you directly. No real employer asks you for money to apply.
Posted 19 Oct 2026 · checked 29 Oct 2026 · Report this job