Job Description

**Overview** We're seeking a strategic, hands-on **Customer Experience Principal** to lead and optimize the end-to-end AI powered customer journey-and to pioneer AI-driven enhancements across every touchpoint. You'll own the design, implementation, and continuous improvement of initiatives that boost customer satisfaction, loyalty, and lifetime value by leveraging both proven methodologies and the latest in artificial intelligence. **What you'll bring** + **Experience:** 8+ years in customer experience, success, or operations roles. + **AI/ML Proficiency:** Demonstrated track record implementing AI solutions (chatbots, predictive analytics, NLP) in a customer-facing context. Familiarity with frameworks and platforms such as TensorFlow, PyTorch, OpenAI, or similar. + **Data-Driven:** Strong quantitative abilities-comfortable with data analysis, building AI dashboards, and presenting actionable insights to execs + **Leadership:** Proven ability to build, motivate, and scale customer-facing teams in a tech-driven environment. + **Communication:** Excellent verbal and written communication; adept at executive presentations and cross-departmental collaboration. + **Customer-Centric:** Deep empathy for customers and a passion for delivering best-in-class, AI-enhanced experiences + **Technical Toolbox:** Hands-on experience with CRM (Salesforce, HubSpot), customer feedback tools (Qualtrics, Medallia), journey orchestration (Gainsight, Totango), and AI integration APIs. + **Project Management:** Skilled at driving complex, AI-enabled projects to successful completion on time and within budget. **Preferred Skills & Attributes** + Certification in Customer Success Management or AI/ML (e.g., Coursera, Udacity nanodegree). + Experience with generative AI for personalized communications and content creation. + Knowledge of ethical AI principles and data privacy regulations. + MBA or advanced degree in Business, Data Science, or related field. + Multilingual or experience in global/cross-cultural environments. **How you will lead** + **Customer Journey Strategy:** Develop and own the holistic customer journey map across acquisition, onboarding, usage, support, and renewal phases-integrating AI-enabled touchpoints where they add value. + **AI-Driven Insights:** Lead efforts to deploy AI/ML models and analytics (predictive churn forecasting, sentiment analysis, customer health scoring) that surface actionable insights and inform personalized engagement strategies. + **Conversational AI & Automation:** Implement and manage AI-powered chatbots, virtual assistants, and automated workflows to resolve routine inquiries, route complex issues, and free up human agents for high-value interactions. + **Voice of the Customer:** Design feedback programs (surveys, interviews, NPS/CSAT tracking) and enhance them with natural-language processing to uncover themes, trends, and root-cause drivers at scale. + **Process Optimization:** Identify, prioritize, and lead AI-backed initiatives to streamline workflows, reduce friction, and standardize best practices across support, success, and service teams. + **Cross-Functional Leadership:** Partner with Product to influence roadmap based on AI insights; with Engineering to pilot new ML features; with Marketing to leverage AI for tailored communications; and with Ops to improve back-office efficiency. + **Team Management & Development:** Lead a team of Customer Success Managers and Experience Specialists. Hire, mentor, set goals, and foster a customer-centric, data-driven, AI-adept culture. + **Performance Analytics:** Define and monitor key KPIs (NPS, CSAT, churn rate, retention, renewal rate, upsell/cross-sell), and build AI dashboards and automated reports to track them in real time. + **Customer Escalations & Advocacy:** Act as a senior escalation point for high-priority accounts. Develop customer advocacy programs, case studies, and reference strategies-using AI to identify and nurture potential advocates. + **Training & Enablement:** Create training materials, playbooks, and onboarding plans that incorporate AI tools and workflows, ensuring both internal teams and customers adopt them effectively. + **Budget & Vendor Management:** Own budgets for customer experience and AI initiatives. Manage relationships with third-party vendors (survey platforms, CRM tools, AI/ML providers). EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.

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